Member Assistance Representative

Company Expectations

In the performance of their respective responsibilities, all employees are expected to perform the following:

• Predictable and reliable attendance as required to successfully perform the duties of the position.
• Interact professionally with all employees, members and general public.
• Ability to perform job expectations in an accurate and efficient manner.
• Complete required new hire, on-the-job and additional training as indicated by management and company policy.
• Comply with all Mainstreet Credit Union policies and procedures as communicated in the Employee Handbook or elsewhere.

Position Overview:

The Member Assistance Representative position is a liaison between the Credit Union and its members. This position supports Mainstreets vision by providing exceptional member service by managing a heavy volume of calls, emails, and chats, maintaining quality relations with existing members, recognizing cross selling opportunities, and acts as a SME for the credit unions members and non-members. This individual will be responsible for answering inquiries, analyzing needs, troubleshooting, and resolving problems with speed, accuracy, and professionalism, while placing an emphasis on building long-term relationships. The ideal candidate will execute job functions while complying with mandatory regulatory requirements and credit union policy.

Major Responsibilities:

• Maintains an up-to-date and extensive knowledge on all credit union products and services.
• Assesses and identifies current and future members’ needs to recommend relevant products and services.
• Manages member inquiries by telephone, e-mail, or chat with speed, accuracy, and professionalism.
• Performs membership maintenance as necessary and required.
• Completes various duties pertaining to accounts to include:
• • Funds transfer and availability
  • ACH and Debit card disputes
  • Automatic fund transfers
  • Complete verification requests by third parties
  • Stop payments
  • Online and mobile services including bill pay, mobile deposit, interbank transfer
  • ATM and Debit Card usage, limits, and travel notifications
  • Wire transfers
  • Check orders
  • Consumer loan and card payments
• Provides technical support to members by researching, troubleshooting problems, and guiding members through corrective steps.
• Supports development of peers through mentoring and job-shadowing.
• Maintains the highest level of confidentiality with all information obtained.
• Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance laws appropriate to the position.
• Actively participates in training programs to maintain and acquire additional job knowledge and skills.
• Represents Mainstreet in a manner that maintains and expands positive relations with all members, potential members, and co-workers.
• Performs other duties as assigned by supervisor or manager.

Required Education & Experience:

• High school diploma or general education degree (GED).
• Bachelor’s Degree in Finance, Accounting, Economics or Business Administration preferred.
• Two (2) years of call center, loan processing and/or teller administration experience required.
• Excellent member service skills, attentiveness, information retention, tact, and diplomacy in dealing with members and co-workers.
• Relevant computer and solid mathematical aptitude skills required.
• Familiar with a variety of account ownerships, both personal and businesses.
• Strong communication skills to include written communication and excellent phone etiquette.
• Working knowledge of cross-selling techniques.
• Thrive in a fast-paced environment with the ability to prioritize multiple tasks daily.
• Display ownership and drive for personal success.
• Understanding and use of good judgment and critical thinking.
• Detail oriented, strong organizational skills, high degree of accuracy.
• Requires use of general office equipment, phone system, MasterCard system, in-house computer system, word processing, statement, and check copy equipment.
• Knowledge of Microsoft Office programs.
• Knowledge of call center terminology and ability to read personal call performance reports.

Physical Requirements

• Regularly required to talk and hear. Frequently required to stand, sit, walk, use hands to finger, handle or feel; and reach with hands and arms.