Member Support Representative (Hybrid)

Member Support Representative (Hybrid)

Receives incoming calls and responds to member questions in a professional manner.

Completes all required documentation and reports accurately and promptly.

Completes research and resolves documentation errors or discrepancies. Forwards complex issues to a Team Lead or management for review.

Provides general information to members on Credit Union policies, procedures and programs.

Provides complete and accurate information to members on accounts, payments, interest rates, product options and savings programs.

Provides accurate and complete information about Credit Union products and services.

Actively and professionally cross sells Credit Union products and services using good telephone interview techniques to build a financial relationship with members in alignment with the Credit Union's business strategies.

Performs basic account maintenance functions and automatic transfers for loan payments.

Assists in servicing loans by processing such items as payoff, payment inquiries and address changes.

Acts as liaison between members and other departments and follows through on resolutions.

Promotes and establishes strong, positive and productive working relationships within the organization through commitment to the company's vision statement, core values and business principles.

Required Skills :

Customer Service : Advanced

Communication : Advanced

Active Listening : Advanced

Required Behaviors :

Detail Oriented : Capable of carrying out a given task with all details necessary to get the task done well

Team Player : Works well as a member of a group

Dedicated : Devoted to a task or purpose with loyalty or integrity

Required Education : High School or better.

Preferred Experience :

Computer proficiency with MS Office, including Word, Excel and PowerPoint, Internet, and Email.

Solid math and basic accounting skills.

General understanding of financial products and services.

2-5 years : 2 5 years of high volume call center or related experience.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.