Stu- Member Service Rep

About the Role:

University Credit Union is looking to hire students and alumni of St. Thomas University, as University Credit Union proudly serves as the credit union for St. Thomas University. We encourage St. Thomas University students and alumni who are passionate about service and professional growth to apply and join our team.

The Member Service Representative Float plays a critical role in delivering exceptional service to members across various locations and departments within the organization. The primary goal is to address member inquiries, resolve issues efficiently, and facilitate transactions while maintaining a positive and professional demeanor. This role requires a proactive approach to problem-solving and a commitment to upholding the organization's standards of service excellence.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a customer service or member support role.
• Strong verbal and written communication skills.
• Basic computer proficiency, including familiarity with CRM software and Microsoft Office applications.
• Ability to handle multiple tasks efficiently and maintain professionalism under pressure.

Preferred Qualifications:

• Associate’s degree or higher in business, communications, or a related field.
• Experience working in a financial services or membership-based organization.
• Knowledge of industry-specific regulations and compliance standards.
• Bilingual abilities or proficiency in a second language.
• Advanced problem-solving skills and experience with conflict resolution.

Responsibilities:

• Respond promptly and courteously to member inquiries via phone, email, or chat, providing accurate information about products, services, and policies.
• Assist members with account management tasks such as updating personal information, processing transactions, and resolving billing questions.
• Identify and escape complex issues to appropriate departments while ensuring timely follow-up and resolution.
• Maintain detailed and accurate records of member interactions and transactions in the customer relationship management system.
• Collaborate with team members and management to improve service processes and contribute to a positive member experience.

Skills:

The required skills such as effective communication and computer proficiency are essential for daily interactions with members, enabling clear and accurate information exchange and efficient handling of service requests. Problem-solving skills are utilized to assess member concerns, identify root causes, and provide appropriate solutions or elevate issues when necessary. Organizational skills help maintain detailed records and manage multiple inquiries simultaneously, ensuring no member request is overlooked.

Preferred skills like bilingual abilities enhance communication with a diverse member base, improving accessibility and satisfaction. Additionally, knowledge of industry regulations supports compliance and builds trust with members by ensuring all interactions adhere to legal and ethical standards.