Member Care Support Specialist

Role: To support the Call Center staff, members, and potential members with their requests originated through our various virtual e-channels of communication; explain services and responds to potential problems.

Essential Functions & Responsibilities:

• Maintains and processes all new account applications in Meridian Link, including file maintenance and auditing.


• Manage all Call Center inboxes, respond to member requests, coordinate with other departments as needed, and process SWBC messages.


• Assist with requests and questions about products and services, including deceased accounts, IRAs, and certificates. Resolve issues within authority and refer others to a supervisor with recommendations.


• Identifies cross-selling opportunities and cross-sells services to members.


• Ensure proper record-keeping and scan all documents to the designated repository.


• Performs other job related duties required or assigned.

Performance Measurements:

1. Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.


2. Successfully resolve member issues with minimal escalation.


3. Provide informed, prompt, professional and accurate service and support to all members and employees.


4. Process member transactions, account file maintenance, and open new accounts with zero unresolved errors.


5. Proactively recommend beneficial products and services, such as eStatements and self-serve options, to eligible members and non-members.


6. Contribute to overall Call Center Quality Loop average of the current year's corporate goal.

Knowledge and Skills:

Experience - One year to three years of similar or related experience.

Education - A high school education or GED.

Interpersonal Skills - Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills - Good listening and telephone skills; able to operate a 10-key calculator, computer keyboard, and multiple computer screens. Must have excellent communication skills. Must demonstrate excellent judgement to evaluate accounts and situations for approval. Must be organized and have the ability to move quickly from one priority to another.