Member Service Officer

• Provide assistance across all MSC queues
• Assist in supporting new knowledge and job functions during the nesting period(s) to MSC employees
• Provide support regarding new products, services, technology, and new programs and processes to encourage change
• Contribute to the growth of the credit union by achieving individual and business line goals through leadership activities
• Support all queues and contact channels in the Member Service Center
• Maintain knowledge of credit union services, related policies and procedures, and Member Service Center business unit functions
• Provide prompt, professional, knowledgeable, and courteous member service
• Actively participate in the Nesting Program by supporting new hires during their transition from classroom training to the production environment
• Deliver real-time quality support to specialists throughout their nesting period
• Lead member recovery support activities in relation to complaint management processes
• Provides ongoing coaching and support to contact center employees

• 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
• Member Service Officer, Category 11, requires performance that meets or exceeds expectations as stated on the Employee Success Profile and/or employee evaluation

Demonstrates strong member service skills, effective communication, and personnel management abilities while providing support and coaching to new hires and existing employees in a credit union environment.

• Strong Communication
• Personnel Management
• Relationship Building
• Problem Solving

• High School Graduate or Equivalent