Member Service Advisor - Contact Center

Job Description

Job Description

ABOUT :

People helping people. That's what a credit union, and in particular Navigant Credit Union, is all about. Our mission is to improve the financial well-being of the families, businesses, and communities we serve, and have been since our founding in 1915.

Now at more than $3 billion in assets, Navigant Credit Union is among the largest credit unions in Rhode Island, yet still maintain our community-driven values.

Those values-and our belief in putting people first-are just a few of the reasons why Navigant Credit Union has been named "Rhode Island's Best Place to Work" year-after-year by the Providence Business News .

Our Core Values consist of "Leadership, Unity, Caring, and Integrity" are the guiding principles for our organization. They are the qualities and / or traits that we consider a high priority for Navigant Credit Union employees.

Our company prides itself on demonstrating community-based values and investing in our workforce, while exceeding member expectations.

We offer tremendous opportunities for professional development, career advancement, and a best-in-class benefits package including a rich medical and dental plan, vision benefits, a robust 401(k) with a generous employer match, tuition reimbursement, competitive salaries, paid volunteer days, and opportunities to give back to the community.

If you believe you'd be a great fit, and are interested in joining our team, submit an application today!

ABOUT THE ROLE :

Under general supervision, but following established policies and procedures, performs a broad range of member service / teller activities.

Delivers exceptional customer service, aligned with the Credit Union's core values and mission statement. Serves as an advocate for members and is an integral contributor to the credit union's member experience.

Meets all established sales and service goals. Provides member services such as transfer funds, wire transfers, checks orders, online banking and debit card troubleshooting, etc.

Cross-sells Credit Union products and services. Responds to questions and / or provides information upon request from members (internal and external).

Assists members and potential members in understanding and utilizing Credit Union products and service.

WHAT YOU WILL DO : (in descending order of importance)

1. Processes all member transactions via phone, mail, e-mail, fax and online services to include loan payments, account transfers, address changes, online banking and debit cards.

Responds to member inquiries regarding discrepancies or problems with their account. Researches and determines correct action in accordance with established policies and procedures.

Responds to member's questions, transactions and complaints. Routes calls to proper department only after exhausting all efforts to assist the member.

2. Gives prompt, efficient and accurate service in the processing of all transactions such as direct deposits, Debit / ATM cards, CD / IRA / Money Markets.

Utilizes tact and process knowledge to research and resolve member inquiries while explaining specific policies and procedures.

May place stop payment on checks, provide copies of checks and / or orders checks. Provides accurate information to members regarding Credit Union services, products, policies and procedures.

Refers members to departments / personnel providing specialized services as necessary.

3. Analyzes member relationship in order to optimize existing products and services and deepen relationships by cross selling of relevant products and services

4. Conducts prospecting including outbound calls and emails as needed and to meet established sales goals.

5. Perform other member services and administrative duties as assigned by the Assistant Manager or Manager.

QUALIFICATIONS : Education

Education

High school diploma or equivalent (GED) education required.

Experience / Skills / Knowledge :

1. Minimum two (2) years experience in member service, operations and / or lending. Previous customer service experience preferred

2. Demonstrated knowledge of Credit Union products, services, policies and procedures and ability to sell them. Previous telephone sales experience

3. Excellent verbal, written, telephone and interpersonal communication skills

4. Excellent organizational, analytical and problem-solving skills

5. PC proficient, including Microsoft Office (Word, Excel, PowerPoint, Outlook) and the Internet

6. Must possess a strong service orientation

7. Ability to handle multiple projects / priorities simultaneously with an effective outcome

8. Ability to deal with highly confidential information

9. Ability to function in a financial institution branch / office environment and utilize standard office equipment including but not limited to : PC, fax, copier, telephone, etc.

Ability to lift a minimum of 25 lbs. (e.g. file boxes)

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