Member Service Representative; MSR

La Capitol Federal Credit Union has an opening for a Member Service Representative (MSR) at our Main Office location. The Member Service Representative will facilitate an exceptional communication experience for both members and potential members calling into the credit union. This position is responsible for assisting consumers who are interested in the products we offer and for assisting members in completing transactions online and over the phone.

Responsible for answering incoming calls, executing account transactions, managing complaints, troubleshooting significant member service problems, and providing general account information.

Essential Duties and Responsibilities: include the following; other duties may be assigned:

• Possesses adequate product knowledge as measured by the annual product knowledge certification assessment.
• Originates loans over the phone, by fax, and in person
• Explains credit union services and products to existing and potential members in order to establish account relationships.
• Executes transactions and ensures proper documentation (funds transfers, stop payments, change of address, official check requests, block plastic cards, etc.)
• Responds to member requests, inquiries, and/or problems relating to products, services, and procedures applicable to both the depository and lending functions.
• Resolves or escalates complaints through appropriate channels, including but not limited to working chat functions, Eltropy, Zingtree, and other contact center channels.
• Identifies sales opportunities and market credit union products by telephone.
• Participates in various inbound/outbound campaigns to foster member retention and to generate sales.
• Executes transactions in an automated or manual environment and ensures proper documentation.
• Continually stays up to date on credit union services and product knowledge to handle most inquiries with minimum supervision.
• Supports Credit Union service initiatives, such as the Lender Development program, to cross-sell credit union products and services to meet member needs.
• Performs other duties and assignments, including administrative, special projects, and supports general Contact Center functions or any projects assigned by La Cap management.
• Understands compliance issues and attends training as they relate to credit union services, including but not limited to:
  • Bank Secrecy Act
  • Reg P
  • Patriot Act
  • Reg D

Qualifications:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• Associate's degree (A.
  
  A.) or equivalent from a two-year college or technical school; or the equivalent level of experience in the functional area plus two years of experience in a financial institution. Contact Center or strong customer/member telephone service experience is required.

If you have questions about applying for a job at La Cap, you can contact the HR Department at recruiting or by calling  or . La Capitol Federal Credit Union is an Equal Opportunity Employer.