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Position Summary:
The Member Service Advisor I dominates in service by maintaining a working knowledge of all products, services, organizational policies, and procedures. The role provides a high-level of quality service while cross-selling Credit Union products and services. This position performs a varied of sales and service functions via telephone, email, and live chat in a call center environment. The MSA I maintains compliance with regulatory standards and will work weekend, holiday and non-traditional hours as required.
Key Responsibilities:
Member Service & Relationship Management
- Provide one call resolution through prompt, friendly and accurate service and by learning the member’s needs.
- Demonstrate understanding of what value our product has for the member and know how to promote Credit Union product’s features and benefits for each member, thereby improving our member’s financial life.
- Communicate professionally and efficiently with all departments promoting synergy and via all interaction channels, phone, chat, email, etc.
- Maintain member confidentiality in all aspects of providing services to members.
- Uphold department standards of service.
Issue Resolution & Problem Solving
- Resolve product or service issues by clarifying the member’s concern, determining the cause, selecting and explaining the best solution to solve the issue, expediting correction and following up to ensure resolution.
- Process fraud/dispute processes for debit/credit card transactions.
- Mitigate fraud risk by demonstrating skill in accurate authentication and ability to recognize high-risk callers.
Account & Technical Support
- Perform member account maintenance as required, including IRAs and lending maintenance.
- Maintain member records by updating account information and performing research as needed. Research includes knowledge of various reports and how to access them.
- Provide 1st tier technical support of Achieva’s electronic services, including but not limited to, online banking, mobile banking, mobile deposits and all types of electronic payments and money movement.
- Conduct product and system testing as required.
- Process Keystone and Quick Pay transactions.
Professional Standards & Compliance
- Maintain high level of procedural knowledge while participating in continuing education classes and shadowing other departments.
- Meet productivity and quality goals.
- Maintain good standing with regular attendance.
Organizational Engagement
- Represent the credit union with professionalism and courtesy in all interactions.
- Uphold the highest ethical standards in all interactions and responsibilities.
- Represent and uphold the Achieva Brand Frame.
- Support leadership initiatives that position the credit union as a top employer.
- Participate in annual training or as required by BSA and the Privacy Act.
- Perform other essential functions as needed or assigned.
- Travel may be required on occasion.
- Work flexible hours including evenings, weekends or holidays as needed to meet member and business demands.
Requirements:
Education and Experience
- High school diploma, GED or equivalent.
- 1-2 years’ financial institution experience.
- 1-2 years’ call center experience.
- 1-2 years’ sales experience.
- Bi-lingual in Spanish preferred.
Certifications
Skills and Attributes
- Exceptional oral and written communication skills.
- Demonstrated ability to work independently, meeting performance, efficiency and quality expectations.
- Basic to advanced Windows based PC computer skills, with proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
- Proven sales and customer service skills.
- Proactive, creative thinker with strong problem-solving skills.
- Ability to make independent judgements and decisions.
- Ability to maintain a high level of confidentiality in all matters, at all times.
- Ability to maintain composure under pressure and balance multiple projects simultaneously.
- Initiative-taker with ability to work independently, multi-task, prioritize and follow through with minimum supervision.
- Must be a team player with the willingness to collaborate with and assist others.
- Willingness to take the initiative to get things done.
- Extreme attention to detail and precision work.
- Good organization skills – accurate and thorough in all work.
- Ability to maintain a professional work ethics and demeanor.
- QA evaluation score of 95% or above during the previous 6-months preferred.
- Data entry skills of 30-45 WPM and 10-key calculator abilities.
Physical Demands & Work Environment:
Achieva Credit Union is committed to providing equal employment opportunities to all individuals. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
This role operates in a flexible environment and may include hybrid work, in-field visits, and time in an office setting at Corporate Headquarter and/or Achieva Branch. The role routinely uses standard office equipment such as computers, phones, and virtual meeting platforms. The employee must be able to remain in a stationary position for extended periods and communicate effectively via phone, video, and electronic messaging. The position may require extended periods of sitting or standing and occasional lifting of up to 25 pounds.
EEO Statement:
Achieva Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, qualified individual with a disability, or other protected status. Achieva participates in E-Verify.
A Note to Recruiting Partners: We appreciate your interest in partnering with Achieva Credit Union! Our People Team manages recruiting directly for our open positions. If we need additional recruiting support, we’ll reach out to our trusted partners directly. We kindly ask that agencies refrain from unsolicited calls, emails, resumes, or candidate submissions. Thank you for understanding and respecting our process!
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