Multi-Channel Member Support Specialist

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Digital Member Support Full-Time Administrative El Segundo, CA, US

3 days ago Requisition

Salary Range: $25.00 To $30.00 Hourly

This position will primarily be responsible for supporting Member inquiries and issues via chat – however, at this level the Advisor will be exceptionally knowledgeable of Kinecta product and services and proficient at supporting Members regardless of the medium. The Advisor will possess excellent written communication skills and be able to communicate the correct responses effectively, clearly, and concisely .

NATURE AND SCOPE OF POSITION:

This position works with a minimal amount of supervision and direction and is expected to take reasonable actions necessary to carry out the assigned responsibilities of the position, provided that such action is consistent with cost-effective practices and is consistent with the policies and procedures of Kinecta Federal Credit Union.

SUPERVISORY RESPONSIBILITIES:

There are no direct supervisory responsibilities.

• Is an advocate for members and the TKX model, ensuring each member’s concern is addressed in a timely manner and follow through is completed with both the member and the Kinecta employee who reported the initial issue.
• Build relationships with staff in functional areas of the credit union to facilitate prompt resolution of member questions, issues, and complaints.
• Participates as a Subject Matter Expert (SME) in projects that may affect the front line and supports policies and processes.
• Assists and analyzes escalated urgent service, sales or system issues to appropriate area for prompt resolution.
• Conducts account research and finds resolutions to member issues in a timely manner by utilizing resources in the most efficient manner. Follows appropriate escalation protocol as required.
• Proactively engages the Member, asking probing questions that get to the root cause of the issue.
• Accurately document and elevate Member issues and concerns.
• Must be able to effectively (98% without error) handle at minimum two chats at a time.
• Understand trigger statements and possess high levels of conversation control to adequately establish and set and co-create expectations with the Member.
• Maintains the dialogue by keeping the Member in the loop of what is taking place and what steps are needed.
• Capable of engaging conversation while using systems, reviewing knowledge base, seeking out FAQs and keeping the Member updated.
• Take the initiative to share best practices with other team members by providing on the spot coaching regarding service objectives and sales initiatives.
• Responsible for member retention and membership growth.
• Assist members and proactively uncover financial needs through referrals, products and services that will enhance the members’ financial situation.
• Contributes to the company’s achievement of service quality and production goals.
• Maintains confidentiality of Credit Union and member records.
• Responsible for timely, accurate and professional communication with all employees and members both verbally and in writing.

NON
- ESSENTIAL DUTIES AND RESPONSIBILITIES:

Perform other duties and special projects as assigned.

Knowledge, Skills and Abilities:

• Passion for superior Member service
• Knowledge of financial industry policies, practices, regulations, and processes.
• Professionally respond to and resolve inquiries across a wide variety of topics.
• Must be detail oriented with strong organizational skills coupled with an ability to multi-task.
• Excellent communication skills (both verbal and written)
• Maintain…