Member Care Specialist

Relax… Join Our Team!

Founders Federal Credit Union helps our members attain their financial goals. Our innovative services, convenient locations, and friendly employees are dedicated to our members and their financial future. Founders Federal Credit Union is strongly committed to providing the highest level of quality service to our members. We realize our outstanding, dedicated employees make it all happen.

Do you have customer service or call center experience and are you in search of a long‑term career? If so, this position may be the right fit for you! We are in search of an individual who is motivated by learning new concepts and continual interaction with others. The ideal candidate will be dependable, courteous, professional, able to calm upset callers, and have a positive attitude.

Ability to communicate fluently and effectively in both English and Spanish is desired, but not required.

This position will be located at our Rock Hill Center in Rock Hill, SC. Individual must have reliable transportation with the ability to work on‑site. Remote work is not available. Initial training as well as supplemental training will be completed at a training center in Lancaster, SC or Rock Hill, SC.

Member Care Specialist is responsible for handling all incoming calls regarding a variety of requests using first call resolution. Will have knowledge of all products and services offered by the Credit Union as well as excellent member service skills. This individual uses their knowledge to solve issues, provide out of the box solutions for members, and demonstrates the ability to show empathy towards the members.

• Assist membership via telephone and/or mail by providing service and information in a pleasant, professional, and efficient manner on all our services. Inbound call management, including one call resolution for the member as first level troubleshooting and triage for member concerns.
• Exhibit a thorough knowledge of the credit union’s products and services as well as demonstrate ability to successfully use multiple computer programs/systems to research account‑related questions from members. Keep abreast of new or changes in products, procedures, technology, etc. by participating in educational opportunities as they arise.
• Understand and explain the eligibility requirements for membership. Perform account maintenance, order checks, mail forms, send applications and assist members with any problems they may incur with our services, while being aware of call volume and continuing to handle incoming calls.
• Handle the complex accounts of credit union members accurately. Perform computer transactions for members according to procedures set forth in the manual.
• Supply members with information on interest rates, savings accounts, certificates, or any services offered by the credit union.
• Subject matter experts for Online Banking, Bill Pay, Mobile Deposit, Savvy Money, Online loan, and account opening processes.
• Responsible for overall plastic card maintenance, such as issuing cards, blocking cards, and assisting with problems. Assist members with questions associated with card products and card alerts.
• Complete proper dispute forms for debit and ATM card.
• Remain aware of and identify potentially fraudulent activity, safeguarding the Credit Union from any potential losses.
• Monitor and keep abreast of all Credit Union promotions and marketing materials sent to the membership and ensure you are prepared to answer any questions the member may have on these materials.
• Perform extensive verification via phone for members prior to making any account changes or giving account sensitive information. Make a concentrated effort to identify/authenticate each member and be always courteous and pleasant.
• Respond to inquiries, resolve problems, and fulfil member requests by researching and exploring alternative solutions and completing transactions in a timely and professional manner. If unable to assist members with relevant information in a timely manner, request assistance from team leader as needed.
• Understand and recognize FFCU products…