Member Service Representative

This position establishes professional and quality-based member relationships focused on meeting the financial needs of each member. Promotes a service culture by actively recommending all credit union products and services while effectively meeting the member’s needs in all member channels including calls, chats, and secure messages.

Acts as a liaison for the member and the credit union, in conformance with established policies and procedures. Assists members regarding their financial matters while promoting the credit union’s philosophy and objectives.

What You’ll Do:

• Engages with members and potential members across multiple communication channels (calls, chats, secure messages), delivering courteous, professional, and timely service tailored to each channel's specific demands.
• Manages multiple types of interactions simultaneously, efficiently balancing inbound calls, real-time chat sessions, and secure messaging conversations to handle a variety of member transactions, including withdrawals, loan payments, wire transfers, and money transfers. Maintains fluency in credit union products and services to offer consistent support across channels.
• Adapts communication style to suit the medium (voice vs. text), ensuring clarity and accuracy when addressing member inquiries related to statements, share withdrawals, and loan payoffs in both written and verbal forms.
• Provides technical support for online banking and other digital services, offering comprehensive troubleshooting through various member channels.
• Adheres to security protocols, ensuring accurate member identification by following the Member Identification Program (MIP) and established security procedures.
• Identifies sales and service opportunities across all communication channels by analyzing member behavior and needs, introducing loan programs, and recommending relevant products/services regardless of the channel's format.
• Meets or exceeds production and referral goals while handling multiple channels and adapting sales strategies to fit different communication styles.
• Maintains high efficiency and responsiveness across platforms, ensuring that all forms of communication (calls, chats, secure messages) are addressed promptly and professionally.
• All other duties as assigned.

Qualifications:

• Minimum one (1) years' experience in a high-volume Contact Center environment.

Bonus Points If You Have:

• Experience in a financial institution preferred.

What You’ll Bring:

• In-depth knowledge of credit union products, services, policies, procedures, and systems like Symitar, and awareness of competitor offerings.
• Proficient in managing difficult customer interactions and resolving member issues effectively and courteously.
• Excellent communication skills, including active listening, questioning, and maintaining positive relationships with members, co-workers, and management.
• Proactive in seeking opportunities to assist members and co-workers, and in learning new information to enhance problem-solving and decision-making capabilities.
• Ability to cross-sell products and services, effectively address member account issues, and maintain positive and professional member relationships.
• Capable of setting and achieving program goals that align with the credit union's strategic plan, and managing work under pressure while meeting deadlines.