Member Service Center Representative

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Regular Full-Time Admin Support Worker Middletown, RI, US

• Health and dental benefits through Blue Cross Blue Shield, plus vision benefits through VSP
• 401(k) and Roth plan with a competitive employer match
• Robust Wellness Program
• Fun, food, and events

The Member Service Center Representative (MSCR) is responsible for servicing members and prospects by fielding questions, solving problems, and responding to telephonic or electronic channel inquiries. Handles customer complaints with professionalism and escalates issues to management when necessary. Utilizes a variety of systems when responding to member requests and offers solutions.

• Responds to, investigates and problem solves member requests, questions or complaints via telephone and internet.
• Has strong working knowledge of the following applications: MSC phone system, Core System, Home Banking, Bill Pay, ATM/Debit card management, On-Line account opening, telephone loan applications, and loan origination systems.
• Ability to research and resolve ATM / Debit card requests. When appropriate inputs transaction disputes.
• Adheres to established policies and procedures of the Credit Union and the department.
• Effectively investigates and problem solves member requests, questions, problems or complaints via telephone and internet, directs them to management for resolution, when necessary.

• Comprehensive knowledge of credit union products, services, policy, and procedures including online banking, mobile banking, bill pay and debit card maintenance.
• Assists members in maintaining and enhancing relationships as it relates to Credit Union products and services.
• Educates the member on electronic services, Online and Mobile Banking, Bill Payment.
• Assists members with opening online accounts, reviews application for accuracy and fraud and follows up as needed. Completes member on-boarding process.

• Interviews consumer loan applicants to gather the required information for a credit application, explaining loan options, rates, and terms.
• May perform teller / MSR I or member service representative responsibilities in a retail branch.

Individuals effective at this competency are able to take effective action without being directed. When they see a need or are given a goal, they take full ownership and act on it without waiting for someone to tell them what to do or how. They seek out guidance when needed so they are able to achieve goals. They make things happen.

Individuals effective at this competency identify with the larger organizational team and their role within it. They are willing and readily share resources, respond positively to requests from other parts of the organization, and support organizational goals. They have empathy for others’ roles and responsibilities and support all members of the organization. They are fully present and give undivided attention when someone is speaking, giving verbal and non‑verbal cues to indicate engagement.

They paraphrase to confirm understanding. They write clearly, concisely, and can effectively get their message across with accuracy.

Individuals effective at this competency are comfortable with ambiguity and are highly adaptable. They embrace changes, adjust behavior when appropriate, and apply change‑management techniques to aid adoption of better processes.

• High school diploma or equivalent
• At least two years’ experience in a cash handling, teller, or member service representation position
• Exhibits working knowledge of retail banking operations with strong organizational skills
• Experience with MSC phone system, Core System, Home Banking, Bill Pay, ATM/Debit card management
• National Mortgage Licensing System (NMLS) registration required
• Good oral and written communication skills
• Experience in Windows, Microsoft Office

• Perform primarily sedentary work with limited physical exertion and regularly lifting cash box of up to 10 lbs. and coin bags up to 30 lbs. on occasion.
• Must be capable of climbing / descending stairs in emergency situation.
• Must be able to operate routine office equipment including telephone, copier, and calculator.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
• Must be able to work additional hours whenever required or requested by management.
• Must be capable of regular, reliable, and timely attendance.

• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.