Member Support Representative

• Receives incoming calls and responds to member questions in a professional manner.
• Completes all required documentation and reports accurately and promptly.
• Completes research and resolves documentation errors or discrepancies.
• Forwards complex issues to a Team Lead or management for review.
• Provides general information to members on Credit Union policies, procedures and programs.
• Provides complete and accurate information to members on accounts, payments, interest rates, product options and savings programs.
• Provides accurate and complete information about Credit Union products and services.
• Actively and professionally cross sells Credit Union products and services using good telephone interview techniques to build a financial relationship with members in alignment with the Credit Union’s business strategies.
• Performs basic account maintenance functions and automatic transfers for loan payments.
• Assists in servicing loans by processing such items as payoff, payment inquiries and address changes.
• Acts as liaison between members and other departments and follows through on resolutions.
• Promotes and establishes strong, positive and productive working relationships within the organization through commitment to the company’s purpose, mission and core values.

• 2 – 5 years of high-volume call center or related experience.
• Demonstrates strong verbal and written communication skills, including effective telephone etiquette.
• Exhibits strong organizational skills, attention to detail, and the ability to multi-task and prioritize responsibilities in a fast-paced call center environment.
• Solid math and basic accounting skills.
• Computer proficiency with MS Office, including Word, Excel and PowerPoint, Internet, and Email.
• General understanding of financial products and services.

Demonstrates expertise in member service and support within a call center environment, with strong communication skills and a solid understanding of financial products and services. Proficient in documentation accuracy and effective problem resolution while maintaining positive relationships with members and colleagues.

• High-Volume Call Center Experience
• Strong Verbal And Written Communication Skills
• Organizational Skills
• Basic Accounting Skills
• MS Office Proficiency

• Documentation Accuracy
• Problem Resolution
• Account Maintenance
• Cross-Selling Techniques
• Financial Product Knowledge

• Attention To Detail
• Multi-Tasking
• Prioritization
• Telephone Etiquette
• Relationship Building

• Credit Union
• Member Service
• Financial Products
• Loan Processing
• Call Center Environment

• MS Word
• MS Excel
• MS Power Point
• Internet
• Email