The Member Service Specialist is meant to provide outstanding service to both internal and external members while answering calls and assisting members with their requests in a high-volume contact center. This includes being able to identify the financial needs of the member and recommend an appropriate CUTX solution. This position is meant to resolve members questions and concerns who need assistance with online banking, making payments, account review, and all other banking related requests.
Major Duties And Essential Functions:
Answer questions relating to CUTX products and services.
Assist members with their requests such as balance inquiries, account research, product knowledge, etc.
Assist members in accessing and understanding mobile features such as Mobile Banking, Online Banking, Remote Check Deposit, ATMs, etc.
Accurately complete member transactions such as transfers, loan payments, lease payments, credit card payments, check orders, etc.
Resolve member complaints concerning handling of their accounts.
Obtain and communicate effective knowledge of the Credit Union’s products and services.
Respond to member requests to update accounts, including address, phone, email changes; adding and removing joint owners and/or beneficiaries; opening or closing additional accounts; ordering debit cards, etc.
May perform other duties as directed by the Member Services Contact Center Leadership to maintain credit union service and operations.
Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures.
Reports to Member Services Team Lead/Supervisors. Continued training and supervision are necessary.
Specific Knowledge, Skills, And Abilities Required For This Position:
Ability to communicate clearly and courteously to members and co-workers via email and telephone.
Through knowledge of MS Office, including Excel and Word
Ability to effectively communicate via telephone and e-mail with members and employees
Must have an outgoing phone personality and good written communication skills
Knowledge of credit union policies and procedures
Ability to perform multiple tasks while maintaining a high overall standard of performance
Good judgment and discretion when dealing with sensitive topics
Able to interact with many people and multiple interruptions while staying on task
Education:
High school diploma or general education degree (GED)
Education:
Minimum one to two years of call center, customer service or related member services related member services experience. Experience in a credit union, other financial institution preferred.
Physical Activities And Requirements Of This Position
CATEGORY
DESCRIPTION
Finger Dexterity
Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
Grasping
Using fingers and palm on an object.
Talking
Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Repetitive Motions
Movements frequently and regularly required using the wrists, hands, and/or fingers.
Average Hearing
Able to hear average or normal conversations and receive ordinary information.
Average Visual Abilities
Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
Sedentary Work
While performing the duties of this job, the employee will frequently talk or hear, sit, use hands to handle or feel, and reach with hands or arms. The employee will occasionally lift and move up to 10 pounds. Requires ability to move about department in order to file and retrieve documents.
Working Conditions of this Position
DESCRIPTION
None. No hazardous or significantly unpleasant conditions. Duties are generally performed in standard office environment. The noise level in the work environment is usually moderate.
Mental Activities And Requirements Of This Position
Reasoning Ability: The ability to use common sense or logic.
Detailed
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Mathematical Ability: The level of ability required to perform math skills and operations.
Basic
Ability to add, subtract, multiply, and divide and to calculate figures and amounts such as discounts, interest, and percentages. Ability to apply concepts of basic algebra.
Language Ability: The level of ability required to communicate and understand written and oral language.
Typical
Ability to read and interpret documents such as operating and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before small groups of employees and to members.
Compliance requirement
The responsibilities contained within this job description remains compliant with Bank Secrecy Act / Anti-Money Laundering, Office of Foreign Assets Control and USA PATRIOT Act as they apply to the duties of the position
Disclaimer
The information in this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job, which may vary on the department or the assignment. The actual essential duties, responsibilities and qualifications may vary by department, reporting structure and other business needs. No inference should be drawn that a specific job duty, responsibility or qualification is non-essential by its absence from this description.
Seniority level
Entry level
Employment type
Full-time
Job function
Business Development and Sales
Industries
Financial Services
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