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Member Service Specialist (Part-Time)

  • Part Time - 20 Hours Per Week
  • Monday through Saturday Availability Required

Role: A Member Service Specialist's primary responsibility is to assist members, potential members and other associates with their telephone requests; explains services, responds to problems, and directs phone calls to the appropriate area ensuring satisfaction and provides follow up if needed. Responsible for  providing exceptional service via multiple channels of communications. Cross-sells products and services to meet member's needs.


Essential Functions & Responsibilities:

30% - Assists members, potential members, and associates with their telephone requests.
25% - Through comprehensive credit union knowledge, answers questions about products and services. Identifies cross-sell opportunities and cross-sells products and services to members.
20% - Researches and resolves member account questions and concerns. Provides follow up as needed.
10% - Performs routine account transactions and verifies account information.
10% - Opens new member accounts. Provides information about loan services and obtains loan information, inputs and forwards loan requests for further processing and approval.
5% - Performs other duties as assigned.

Performance Measurements:

  1. Provides courteous, prompt, professional and accurate service and support to all members and associates by answering the telephone within three rings. Directs all telephone calls to the appropriate person with minimal transfers.
  2. Provides service and information in an efficient and effective manner, including; researching and resolving member questions, problems and concerns; performing routine transactions such as transfer of funds, establishing/maintaining direct deposits and payroll distributions, ordering checks, VISA credit card and check ordering/maintenance and wire transfers; verifying account balances and providing loan pay-offs; and opening new accounts and providing required disclosures.
  3. Determines the member's needs by asking questions, promoting and cross-selling products and services offered by the credit union based on those needs.
  4. Develops and maintains comprehensive knowledge of all credit union products, account structures and fees. Maintains knowledge of all relevant policies, procedures and guidelines set forth by the credit union, e.g. Security; Bank Secrecy Act; Identity Theft and Red Flags; Check Cashing and Holds; Confidentiality; etc.
  5. Responds to members through multiple delivery channels (telephone, email and home banking inquiries).
  6. Provides information about loan services, obtains pertinent information and inputs loan request. Forwards request to appropriate lender for further processing and approval.
  7. Treats all credit union members, associates and employees with a positive and cooperative attitude.
  8. Accesses and reviews reports regarding Contact Center volume and workflow.
  9. Assists within the branch by providing service to members in person as needed.
  10. Performs other duties as assigned.
  11. Becomes familiar with and abides by policies, procedures and guidelines set forth by the credit union, e.g. Security; Bank Secrecy Act; Identity Theft and Red Flags; Cash Over/Short Guidelines; Check Cashing and Holds; Confidentiality; etc.
  12. Maintain a current understanding of lending regulations including, but not limited to, Bank Secrecy Act, Truth in Lending, Fair Lending, RESPA, HMDA, FCRA and the SAFE Act​.

Knowledge, Skills and Abilities:

Experience

  • Requires a minimum of three years of experience in financial services or related field.

Education

  • Requires a high school education or equivalent.

Other Skills

  • Requires well developed interpersonal skills for communicating with members.

  • Requires the ability to operate a computer and basic mathematical skills (adding, subtracting, multiplying and dividing).

  • Requires intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.)

  • Requires good organizational skills.

  • Requires an in depth knowledge of credit union systems, including and not limited to core processing system, telephone equipment, email system and other systems supporting member service.

Physical Requirements

  • Involves sitting most of the time. Walking and standing are required occasionally.
  • Requires the expression or exchanging of ideas by means of the spoken word to communicate with members using the telephone.
  • Requires the ability to perceive the nature of sounds at normal speaking levels with or without correction, and have the ability to receive detailed information through oral communication, including making fine discriminations in sound.
  • Repetitive finger movements to perform typing or otherwise working with paper files and documents.
  • Requires close visual acuity to prepare and analyze data and figures; view a computer terminal; read; and assess work quality.

Service 1st Federal Credit Union provides equal opportunity without regard to sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by applicable law in employment and in our business activities.

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