Member Care Representative - Hybrid Inbound Call Center

Provide consultative service and support to credit union members via telephone. Process financial transactions of simple to moderate complexity on member’s accounts, resolve member issues, evaluate and identify the member’s financial needs with compassion and care. Build relationships with members in order to provide assigned levels of member service and satisfaction, and targeted referrals to internal business partners that result in deeper relationships. Use de-escalation skills and reliance on technical knowledge of credit union products, policies and regulatory compliance to handle call types that include but not limited to account maintenance assistance like processing payments, account balance inquiries, opening or closing memberships, debit card PIN reset and money transfers. 

Essential Responsibilities

• Handle routine to moderately complex member inquiries with a goal of first call resolution and limited escalation by leveraging departmental tools by handling call types such as account maintenance assistance like processing payments, account balance inquiries, opening or closing memberships, debit card PIN reset and money transfers.
• Process financial transactions on member’s accounts in an efficient and effective manner.
• Review, qualify, open and close deposit accounts and ATM/debit cards.
• Complete money transfers and assist with check withdrawals.
• Decision fee-refunds within defined relationship parameters.
• Act as a member advocate and handle difficult conversations with professionalism and courtesy.
• Resolve member’s concerns while ensuring regulatory compliance.
• Meet or exceed individual performance and member satisfaction targets within department.
• Build partnerships with management and peers in contributing to a productive team environment.

Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives. 

The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.

Education

• Minimum -  High School or Equivalent
• Preferred - 4 Year Bachelors Degree in Business, Finance or Related

Years of Experience

• Minimum - 1 Year Banking, Retail, Customer Service or Related 
• Preferred -  1 Year Call Center within a Financial Services Environment