Member Service Specialist

Our Mission:

To provide unwavering commitment to excellence in all we do for employees, members and the community we serve.

Overview of the Role

To assist GPO’s members with any questions regarding their account while providing information about GPO’s products and services. Member Service Specialists focus on meeting members needs while ensuring the highest quality of service. This position is located at our New Hartford Administration Building in an office contact center setting.

Member Service Specialist scheduling is Monday - Friday, 8:30am - 5pm with two to three Saturdays a month from 9am - 12pm.

Member Service Specialist Responsibilities

• Serve members by providing service and information in a pleasant, professional, and efficient manner via telephone, email, or other correspondence.
• Research and solve questions, problems, and complaints concerning credit union accounts.
• Continuously check member service voice mail and/or email and reply promptly to member requests.
• Open, close and verify accounts, accept loan applications, process stop payments on share draft accounts, order cards, answer questions regarding share accounts, share drafts, IRAs, visa credit and debit cards, loans etc.
• Cross-sell credit union products and services when appropriate.
• Assist members with remote access.
• Process wire transfers.
• Mail, fax, or email applications and information to members and prospective members.
• Researching member inquiries to ensure proper follow-up and satisfaction.
• Other duties as assigned.

Member Service Specialist Expectations

• Provide superior member service at all times. Including: displaying professional sales and service skills, proper phone etiquette, ensuring member confidentiality, and going above-and-beyond making the member experience at GPO of the highest quality.
• Adapt a work ethic that is aligned with GPO's mission and keeps our member service at the forefront.
• Reach sales and service goals as assigned.
• Hold oneself accountable for your actions and commitments.
• Complete training as assigned and continually search for opportunities to enhance one's ability and knowledge.
• Effectively communicate with fellow employees, teller supervisors, and branch management in a professional and courteous manner.
• Protect member information by using discretion when discussing member matters and properly following all policies and procedures related to confidential information.

Member Service Specialist Qualifications

• Ability to work in a team setting as well as take on individual projects.
• A high-school diploma or a GED.
• Willingness to promote credit union products and services.
• A minimum of 3-5 years of customer service or call center experience. 
• Ability to work well with others, possess good communication skills, ability to multi-task, and work independently.
• Eligible for MLO licensing
• Proficient in the use of computers and various software programs.

Member Service Specialist Physical Demands

• Ability to speak with clarity and listen effectively on a regular basis.
• Sitting for prolonged periods of time.
• Frequent computer usage and screen time.

GPO’s Benefits Package Includes:

• Employer Paid 401K Retirement Plan (starting on your first day with 3% employer contribution match), Life Insurance, Long Term Disability and HSA Contributions
• Competitive Salaries, Annual Raises and Incentives
• Low Cost Medical, Dental, & Vision Insurance
• Paid Vacation Time, Sick Leave, Personal Time and 11 Paid Holidays

Actual compensation rate will be determined based on relevant experience.