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Member Solutions Call Center Specialist
Location:
Bowling Green, KY
Description:
Position Summary This position is responsible for consistently providing exceptional service to our members in person, by telephone and/or through online communication. Provides members with timely, courteous and professional paying and receiving services, and responds to more complex service issues. Responsible for performing a broad variety of financial services such as resolving member inquires, providing account information and resolving or referring electronic services issues. Maintains a proficient knowledge of all Credit Union products, services and programs. Adheres to all Credit Union policies and procedures, demonstrating sound judgement within established limits. Actively builds relationships with new, existing and prospective members and cross-sells products and services using consultative selling techniques. Demonstrates teamwork through positive interaction and cooperation with fellow associates, members of management and other departments. Supports and promotes the Credit Union's Vision, Mission and Core Values. Primary Responsibilities In addition to proficiency in all Teller duties and responsibilities, the Member Service & Solutions Specialist will also be responsible for the following:• Welcomes and serves members in a friendly and courteous manner, thanking the member for their business and using the member's name during the transaction or call.• Complies with member identification procedures and exercises discretion when dealing with confidential information.• Performs opening and closing procedures for main vault and branch.• Thinks critically, empathizes with the member, and escalates issues when an equitable resolution cannot be obtained.• Strives for first call resolution, but may require research, follow-up, and return calls.• Provides member services such as checkbook orders, stop payments, etc.• Provides account information and processes member requests for statement copies.• Researches and corrects errors on member accounts.• Performs general account maintenance on member accounts, such as address changes.• Assists members with closing accounts.• Ensures compliance with all applicable regulatory requirements.• Maintains a proficient knowledge of all Credit Union products and services.• Asks appropriate questions to obtain an understanding of members' needs and recommend products and services that may benefit the member and meet the Credit Union's corporate goals.• Handles complex account servicing issues, account maintenance and troubleshooting including fraud.• Assists in the set-up of Home Branch accounts.• Resolves or refers electronic service issues including, Home Branch, Bill Pay, Remote Deposit Capture, Debit Cards, and Credit Cards.• Orders debit cards and assists members in filing debit card disputes as well as inform member of the timeframes associated with debit card claims.• Accepts telephone loan payments on member accounts and quotes consumer loan payoffs.• Actively works to achieve personal, departmental, and organizational sales and service goals.• Confers with other departments to resolve member questions and concerns.• Understands and complies with federal, state, and other rules and regulations relating to products and services.• Performs such duties as may be required from time to time for the overall management and operation of the Credit Union. Additional Responsibilities • Services, balances and replenishes the ATM, Cash Dispenser/Recycler and coin counter (if applicable).• Establishes membership and opens basic consumer deposit accounts.• Quotes current deposit and loan rates to existing and prospective members.• Serves as the back up to the Senior Member Service Specialist (if applicable). Educational/Experience Requirements • High school diploma or GED.• Minimum two years of similar or related experience including customer service experience.• Minimum two years of previous Teller/Member Service Specialist experience preferred.• Call Center or switchboard operator experience a plus. Physical Requirements The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the associate is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and see, talk or hear. The associate is frequently required to stand and walk. The associate must regularly lift and/or move 20-35 pounds and occasionally lift and/or move up to 80 pounds. Qualifications • Must be able to speak, read, write and understand English.• Excellent verbal and written communication skills.• Demonstrated professional telephone skills.• Positive, outgoing personality and a "can-do" attitude.• Demonstrated knowledge of all frontline processes and procedures.• Ability to make decisions and solve problems timely.• Demonstrated knowledge of Member Support processes and procedures.• Proficient computer skills and the ability to work in Window-based systems/Microsoft applications.• Bilingual language skills a plus.• Ability to work various schedules and on Saturdays as needed.• Ability to travel to other branches as needed.The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Job Posted by ApplicantPro
Company:
Service One Credit Union
Posted:
December 26 2023 on ApplicantPro
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More About this Listing: Member Solutions Call Center Specialist
Member Solutions Call Center Specialist is a Customer Service Call Center Representative Job at Service One Credit Union located in Bowling Green KY. Find other listings like Member Solutions Call Center Specialist by searching Oodle for Customer Service Call Center Representative Jobs.
Member Solutions Call Center Specialist is a Customer Service Call Center Representative Job at Service One Credit Union located in Bowling Green KY. Find other listings like Member Solutions Call Center Specialist by searching Oodle for Customer Service Call Center Representative Jobs.