Member Service Specialist

Position Purpose and Objectives
The Member Service Specialist is meant to provide outstanding service to both internal and external members while answering calls and assisting members with their requests in a high-volume contact center. This includes being able to identify the financial needs of the member and recommend an appropriate CUTX solution. This position is meant to resolve members questions and concerns who need assistance with online banking, making payments, account review, and all other banking related requests.  

Major Duties and Essential Functions:

1. Answer questions relating to CUTX products and services.


2. Assist members with their requests such as balance inquiries, account research, product knowledge, etc.


3. Assist members in accessing and understanding mobile features such as Mobile Banking, Online Banking, Remote Check Deposit, ATMs, etc.


4. Accurately complete member transactions such as transfers, loan payments, lease payments, credit card payments, check orders, etc.


5. Resolve member complaints concerning handling of their accounts.


6. Obtain and communicate effective knowledge of the Credit Union’s products and services.


7. Respond to member requests to update accounts, including address, phone, email changes; adding and removing joint owners and/or beneficiaries; opening or closing additional accounts; ordering debit cards, etc.


8. May perform other duties as directed by the Member Services Contact Center Leadership to maintain credit union service and operations.


9. Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures.


10. Reports to Member Services Team Lead/Supervisors. Continued training and supervision are necessary.

Specific knowledge, skills, and abilities required for this position:

• Ability to communicate clearly and courteously to members and co-workers via email and telephone.


• Through knowledge of MS Office, including Excel and Word


• Ability to effectively communicate via telephone and e-mail with members and employees


• Must have an outgoing phone personality and good written communication skills


• Knowledge of credit union policies and procedures


• Ability to perform multiple tasks while maintaining a high overall standard of performance


• Good judgment and discretion when dealing with sensitive topics


• Able to interact with many people and multiple interruptions while staying on task

Education:

High school diploma or general education degree (GED)

Education:

Minimum one to two years of call center, customer service or related member services related member services experience. Experience in a credit union, other financial institution preferred.

Physical Activities and Requirements of this Position

Working Conditions of this Position

Mental Activities and Requirements of this Position

Compliance requirement

The responsibilities contained within this job description remains compliant with Bank Secrecy Act / Anti-Money Laundering, Office of Foreign Assets Control and USA PATRIOT Act as they apply to the duties of the position

Disclaimer

The information in this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job, which may vary on the department or the assignment. The actual essential duties, responsibilities and qualifications may vary by department, reporting structure and other business needs. No inference should be drawn that a specific job duty, responsibility or qualification is non-essential by its absence from this description.