Member Service Representative; MSR

Member Service Representative (MSR I)

Full-time Regular Operations Center, Oklahoma City, OK, US

Member Service Representatives (MSRs) provide exceptional service and valuable solutions via remote delivery channels such as telephone, chat, online messages, e-mail, and web. MSRs accurately and efficiently respond to member account inquiries and process a variety of electronic transactions for members, encouraging members to choose the Credit Union as their primary financial services provider by proactively building relationships.

MSRs comply with applicable policies and procedures; adhere to optimized schedule while exceeding call center monitoring expectations. MSRs proactively suggest appropriate products and services to educate members and potential members to manage their financial needs and provide information about WEOKIE Federal Credit Union’s mission and vision.

1. Provide exceptional member service by being knowledgeable, engaging with members, making members feel valued, and consistently applying defined service standards. Proactively recommend credit union products and services-including referrals to other lines of business, and accurately address members’ service needs. Increase member engagement and use of the cooperative by educating members on ease of use and convenience services.

2. Protect and verify identity of caller, and accurately review account information for alerts and account irregularities. Mitigate risk by taking action and responding to situations/patterns of activity indicating potential fraud or abuse.

3. Ensure proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated.

4. Accurately respond to member account inquiries and process transactions. Transactions include, but are not limited to: processing payments, withdrawals in the form of cashier checks, wire transfers, and processing internal transfers. Accurately perform maintenance on members’ accounts as required.

5. Ask open-ended questions to uncover member’s expressed or unexpressed needs to recommend suitable deposit account and loan products. Proactively look for opportunities to refer products/services that fit our members’ financial needs.

6. Actively listen to fully understand members’ needs. Resolve escalated member concerns while achieving first call resolution expectations which may require research, follow-up, and/or return calls. Assist members and potential members with questions regarding WFCU products and services as well as resolve members’ complaints. Analyze, research, and resolve problems and discrepancies related to a member’s account or loan.

1. All members are provided with an extraordinary service experience by maintaining knowledge, engaging with members, making members feel valued and consistently applying defined service standards.

2. All activities are efficiently conducted, generally error free, and are completed following the appropriate policies, procedures, operational controls, and compliance controls.

3. Losses, errors, and risks are controlled and mitigated by adhering to all applicable policies and procedures.

4. Maintains composure in a high production and changing environment while handling high call volume.

5. Exercises good judgment to make sound decisions that prevents escalation and implements the three stakeholder’s values.

6. Assigned goals and objectives, met and/or exceeded.

7. Products and services are proactively recommended when appropriate and members receive accurate information.

8. To work according to schedules and department attendance guidelines.