Member Service Officer

Support all queues and contact channels in the Member Service Center
Resolve member interactions, escalations, and technical or complex requests
Maintain knowledge of credit union services, policies, procedures, and Member Service Center functions
Provide prompt, professional, knowledgeable, and courteous member service
Participate in the Nesting Program by supporting new hires during transition from classroom training to production from day 15 to day 90
Deliver real-time quality support to specialists during their nesting period
Address member escalations and misdirected or mishandled calls
Lead member recovery support activities related to complaint management
Provide ongoing coaching and support to contact center employees
Recommend MSC and organizational enhancements considering member and employee experience
Support introduction and integration of new call center disciplines
Perform other duties as assigned

• High school graduate or equivalent
• Passion for helping people and drive to build relationships that assist members in meeting financial goals
• Strong communication and personnel management skills
• Ability to effectively ask open-ended questions, solve problems, 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
• Directly related work experience and/or accelerated training completion may be substituted for tenure

Demonstrates expertise in member service support, complaint management, and personnel coaching within a contact center environment. Strong ability to resolve complex member interactions and enhance overall member and employee experiences.

• Member Service Support
• Complaint Management
• Coaching and Support
• Communication Skills
• Problem Solving

• Strong Communication
• Personnel Management
• Relationship Building
• Open-Ended Questioning

• High School Graduate or Equivalent

• Member Service Center
• Credit Union Services
• Nesting Program
• Escalation Management
• Call Center Disciplines