Member Service Representative III

We’re proud to be named one of USA TODAY’s Top Workplaces
, and we’ve earned the Best and Brightest Companies to Work For award for 8 years straight. Founded in 1937, Advancial is one of the oldest credit unions in the country. Our mission is to create lasting value for our members through superior service, quality products, and innovative solutions.

At Advancial, we don’t just work hard – we play hard, too. We’re a team that thrives on passion and collaboration, where every day feels like a chance to make a difference. Our culture is built on positivity, creativity, and the belief that work should be fulfilling, not just a “day job.”

This position receives calls at establishment, determines nature of business to assist callers, or implements transaction by performing the following duties: handles member's daily credit union needs, provides account information, responds to loan questions, and refer loan applications to the appropriate personnel. This role requires you to be service-oriented, self-motivated and to be able to multi-task, and work efficiently.

What You'll Do:

• Answer an average of 60-70 telephone calls daily (subject to change dependent on call volume), and process daily transactions (or services) for members such as balance inquiry, transfer of funds, history information, stop payments or photocopy of check(s), etc. This includes research and resolution of member concerns at different levels of complexity. Process close account requests, address changes, request wire transfers, stop payments, and order checks.
  
  Post deposits, loan payments and credit card payments. Issue debit cards and troubleshoot on-line banking. Return call back requests, and assist rollover calls from any of the branches. Conduct Lexis Nexis verifications when needed to verify the identity of a caller. Be a liaison for bill payer support, fraud support, and debit/credit card support. Answer questions related to Skip-A-Payments, and create loan payoff letter for members or third parties.
• Open new accounts, checking, certificates, money markets, IRA or CD accounts. Verify eligibility for new account and processes through Chex Systems prior to opening new accounts. Work with members of the BSA team for applicants that fail OFAC or Chex Systems.
• Be very knowledgeable on phone etiquette and speak with a clear, concise voice. Be available to field incoming calls, keep abandoned calls, average hold times, and keep your time off the phone to a minimum.
• Be well informed of the features and benefits of all credit union products and services to enable effective cross-selling, especially our checking account, and loan products. Also, be familiar with the basics and benefits of mortgage services and investment services in order to refer them to our Advancial Mortgage, and Investment department.
• Maximizes service opportunities for current and prospective members and enhances communication through the daily use of our customer relationship management (CRM) system. Manages leads and referrals, updates member demographic data and communications with contacts.

• Associates Degree (A.A.) or equivalent from two–year College or technical school; and one year of banking or call center experience or equivalent combination of education and experience.
• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Responsible for achieving personal sales and service goals.
• Maintain a positive and caring atmosphere for members and employees consistent with the Credit Union's mission and philosophy.
• Manage a working knowledge of computer equipment and software required including Microsoft Word, Excel, etc.

This position is on site at 6021 Preston Road, Frisco, TX 75034. Pay is $20-25 hourly.

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