Member Services Officer I (or II)-Hybrid

Overview:

If you love connecting with people and are ready to grow your career in a company that invests in your success, we’d love to meet you. Come be part of something amazing where your contributions truly matter. Be the voice that makes someone's day better while building valuable communication skills in a fast-paced, team-driven environment.

The Member Services Officer I (or II) is responsible for providing “wow” level service to both members and co-workers in a call center environment. Through effective listening and thorough knowledge of our products and services, the MSO satisfies our member’s needs and effectively resolves member’s concerns. The MSO personifies our Promise Principles of “Personal”, “Professional” and “Proactive”.

Responsibilities:

Achieves established goal for sales and member service rating (NPS) and sales/product goals.

Directs calls to appropriate personnel as applicable and adheres to the standards of service quality and statistical performance measures during all member interactions.

Exercises strong verbal and written communication skills to explain Credit Union policies and to resolve member concerns in a professional and personable manner.

Maintains up-to-date knowledge of all federal regulations related to loans and operations.

Participates actively in team meetings, contributing to the development of new programs and methods to improve effectiveness of delivery and member service

Provides assistance to members in all areas relating to their financial needs (questions, transaction requests, complaints, etc.), while assisting them in the selection of appropriate products and services

Must consistently report to work on-time, as scheduled and adhere to schedule adherence guidelines

Other duties as assigned.

Please note that hours can vary depending on the actual shift. Our contact center is open:

Weekdays 7 a.m. to 7 p.m. (PT)

Weekends 9 a.m. to 3 p.m. (PT)

Qualifications:

Education

Preferred 4 year/Bachelors Degree

Experience

24+ months of retail customer service experience

Knowledge, Skills & Ability

Certificates

Computer Skills

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Other Skills

Recent financial institution experience as a teller and/or new accounts representative or in a call center role

A working knowledge of the Microsoft office suite of products Experience in troubleshooting basic smartphone and web browser issues

A demonstrated aptitude for learning new systems, skills & processes

A proven ability to work in a fast paced, deadline driven environment

The ability to multi-task with an attention to detail

Excellent verbal & written communication skills

Superior customer service skills

Disclaimer

Pay Range: USD $21.76 - USD $32.64 /Hr.