Member Solutions Specialist

Summary Description

Handles incoming telephone calls to conduct various member transactions, complete balance inquiries, answer questions, transfer calls, and perform related account maintenance activities. 

Essential Duties

• Provide service and information in a courteous and efficient manner in person, by telephone, and/or through other correspondence for various account types, including savings, checking, certificates, IRAs, and loans 
• Perform preliminary research, answer member questions, and resolve problems and complaints concerning member accounts 
• Ensure accurate timely responses to members regarding lost or stolen cards, and complaints regarding any remote services provided by the credit union 
• Complete account verifications, such as verification of deposit 
• Order, update, and perform file maintenance on ATM and check cards
• Use effective communication and sales skills, identify member needs, and offer credit union products that best fit those needs 
• Maintain knowledge of IRA's and the ability to process IRA transaction
• Educate members on the various delivery mechanisms available through the credit union such as online and telephone banking, ATM cards, check cards, credit cards, website, and any other delivery mechanisms, and complete appropriate authorizations or forms so members can access delivery methods
• Process stop payments on checking accounts 
• Process member death notifications according to credit union procedures 
• Obtain member information necessary to send bank wires 
• Research, submit, and process check card disputes with recommendations 
• Process zero balance and closed account reports with corresponding account flags 
• Assist members with the proper completion of payroll deduction forms; set up payroll distribution amounts 
• Assist in training new employees within the department 
• Provide policy refund information to members and credit union staff as required 
• Prepare permit to transport or release lien documents, as needed 
• Knowledge of regulations and compliance as it applies to member service 
• Knowledge of credit union security procedures; immediately notifies department manager of any irregularities 
• Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA), Patriot Act, Office of Foreign Assets Control (OFAC), and robbery procedures 
• Performs additional duties as directed by the Assistant Manager or chain of command thereof 

Education/Experience

• High School Graduate or GED
• Two (2) years of financial institution sales experience and/or Call Center experience or Three (3) years of non-financial institution sales experience and/or Call Center 

Tests/Certificates/Licenses

• A simulated skills assessment test may be administered 

Skills/Competencies

• Personal computer knowledge; skills in using Word, Excel, and PowerPoint 
• Ability to calculate figures and amounts (electronically and manually) such as, but not limited to; interest, dividends, and percentages and apply concepts of basic mathematics 
• Ability to maintain confidentiality of work and/or information 
• Ability to interpret, adapt, and apply credit union/job/general guidelines and procedures 
• Excellent public speaking, verbal, and/or written communication skills (in-person, by telephone, and/or any other communication method currently being utilized) 
• Self-motivated and team-oriented qualities 
• Conduct yourself in a professional and mature manner 
• Ability to proofread and edit accurately 
• Ability to organize, prioritize, and work well under pressure 
• Ability to maintain a high degree of accuracy
• Flexible work and/or travel hours 
• Electronic storage and retrieval 
• Office electronics (printers, scanners, calculators, fax and copiers)
• Ability to solve problems and make decisions, using logic and analytical skills 
• Ability to recognize cross-selling opportunities 
• Reliable transportation to travel to branch offices 
• Working knowledge of credit union products and services

Physical Demands/Work Environment

• Constantly required to talk and hear 
• Constantly required to use close vision, color vision, and the ability to focus 
• Frequently required to sit; to use hands to finger, handle, or feel
• Occasionally required to lift or move up to 25-50 lbs.
• Occasionally required to stand and walk; to reach outward/above shoulders; to stoop kneel, crouch, or crawl
• Occasionally required to work outdoors 
• Occasionally required to use distance vision, peripheral vision, and depth perception
• Moderate noise level working environment