Member Service Representative - Contact Center

Job Description
Mission:

In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and security into every financial solution.

Culture Competencies: S.T.R.I.V.E

• Maintains our members' and employees' trust by safeguarding their financial data and information.
• Values and respects everyone's abilities, opinions and feedback to achieve trust, safety, and well-being in a friendly, welcoming and cooperative environment. Actively devoted to our motto of 'better together'.
• Is honest, professional, authentic, and genuine in creating relationships that are uncompromising and true to ethical principles.
• Generates new ideas, supports change, provides new efficient solutions and solves problems creatively while balancing risk.

General Summary

The primary purpose of this position is to assist USSFCU in living out our cultural values of relationship and service focused as we create and maintain authentic and genuine relationships with members and employees. Under general supervision, but in accordance with established policies and procedures, provides quality service to all members via the call center channel with a positive and helpful demeanor. The MSR I determines member needs, promotes and refers the appropriate products and services. Opens new accounts and shares while building rapport with the member as a trusted financial partner in order to build the member relationship. Assists members in identifying account issues and provides resolution. Works with the Call Center Team to achieve and exceed prescribed sales and service goals.

Major Duties & Responsibilities

1. Represents the Credit Union in a courteous, engaging, professional manner and provides excellent member service to both members and internal teammates. Is efficient, results driven, and accurate. Understands the impact of their behavior and performance on the credit union, the members, potential members and teammates.
2. Able to navigate through multiple computer applications and screens, while simultaneously engaging with members either in person or by phone. Utilizes other channels such as email or chat to communicate with members. Performs file maintenance and processes changes on member accounts, to include but not limited to, address changes and name modifications. Able to problem solve and find solutions.
3. Conducts consultative interviews and actively listens in order to assess member's financial needs. Identifies products and services appropriate to the members' situation. Opens new accounts accurately and promptly.
4. Is accountable to ensure that any exceptions and errors are minimal. All exceptions and errors promptly addressed and corrected.
5. Provides accurate information as they assist members with all general inquiries regarding accounts, products and services. As appropriate, advises members of regulations applicable to these policies and procedures.
6. Processes member electronic transaction requests such as share to loan payment transfers, check orders, etc. Responds to member inquiries regarding account errors, discrepancies or other concerns. Provides solutions for the immediate situation as well as to help prevent possible recurrence of the same issue.
7. Actively engages and participates in training, coaching sessions, team meetings, group discussions and motivational/ promotional activities with the organization. Completes assigned training initiatives as required within the prescribed timeframe.
8. Works with other team members and departments to provide assistance and resolution to member inquiries.
9. Works 'Better Together' with other team members to promote teamwork, unity, and consistent operations. Works with the credit union team to meet and exceed departmental and organizational goals as well as any assigned individual goals. Is results driven, possesses a high sense of urgency and is self-motivated to succeed. Able to multitask, requiring good organizational skills.
10. Complies with all applicable Rules, Regulations and Statutes of the NCUA and other appropriate governing bodies to include but not limited to: the Credit Union Bylaws, Credit Union Code of Conduct, Credit Union Employee Guidebook, Bank Secrecy/Anti-Money Laundering Act, Fair Housing Act, Fair Lending Act, and Fair Credit Reporting Act.
11. Ability to perform duties defined in Credit Union Security Program and Disaster Recovery Plans.
12. Performs other duties as assigned.

Experience and Skills
Education and Experience: Bachelor's degree or High school diploma/equivalent and 1-year general work experience in a call center or customer service-based environment. Knowledge of consumer lending, or new account opening in a financial setting are preferred, but not required.

Skills: Knowledge of PC applications including word and excel are required. Good organizational skills, the ability to multi-task and attention to detail are required.

Communication: Requires excellent interpersonal skills, the ability to communicate through multiple channels and the ability to listen to member needs and to advise appropriate Credit Union products and services.

Supervisory: None Required.

Time in Service: None Required.

Equal Opportunity Employer/Veterans/Disabled

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.