Member Service Officer

• Provide assistance across all Member Service Center queues
• Support new knowledge and job functions during nesting periods for Member Service Center employees
• Resolve member interactions, escalations, and more technical or complex requests across queues and contact channels
• Maintain knowledge of credit union services, policies, procedures, and Member Service Center functions
• Provide prompt, professional, knowledgeable, and courteous member service
• Support new hires during the transition from classroom training to production from day 15 to day 90
• Deliver real-time quality support to specialists during nesting, including addressing escalations and misdirected or mishandled calls
• Lead member recovery support activities related to complaint management
• Coach and support contact center employees to reinforce training and address improvement areas
• Recommend Member Service Center and organizational enhancements considering member and employee experience
• Support the introduction and integration of new call center disciplines
• Achieve individual and business line goals through leadership activities
• Perform other duties as assigned

• High school graduate or equivalent
• Passion for helping people and the drive to build relationships that assist members meet financial goals
• Strong communication and personnel management skills
• Ability to effectively ask open-ended questions, problem solve and provide solutions
• Performance that meets or exceeds expectations as stated on the Employee Success Profile and/or employee evaluation
• Directly related work experience and/or accelerated training completion may be substituted for tenure

Demonstrates strong member service capabilities, effective communication, and personnel management skills while supporting new hires and resolving complex member interactions. Focuses on enhancing member and employee experiences through coaching and process improvements.

• Member Service Support
• Communication Skills
• Personnel Management
• Problem Solving
• Coaching and Training

• Strong Communication
• Relationship Building
• Customer Service
• Problem Solving

• High School Graduate or Equivalent

• Member Service Center
• Complaint Management
• Call Center Disciplines
• Nesting Periods
• Employee Success Profile