Member Service Specialist

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The Opportunity Make an impact responding to customer inquiries in our Member Sales & Service Center, answering a wide variety of questions concerning credit union products and services. You would play a key role in solidifying our position of becoming our member’s primary financial institution, providing outstanding customer service to build member satisfaction and loyalty. Our highly engaged environment places focus on taking care of our members as well as each other.

This position allows for hybrid or full time working from home once fully trained and proficient.

Location – Member Contact Center-East Hartford, CT

Hours – Mon-Fri 8:30-5:15pm, Saturdays 8:30-12:30pm

You Are

Passionate About Helping Others. You are customer-centered and possess a positive, can‑do attitude to help resolve issues. You take accountability to respond to customers’ needs holistically. You enjoy people and care about helping others attain financial freedom and making educated decisions about their finances. Focused on creating the optimal conditions for your customers to be successful.

A Team Champion. Being part of an engaging culture based on our values of Trust, Care and Dependability, with the opportunity to grow your career is important to you. You are successful working independently and as part of a team, positively contributing towards organizational goals. You thrive in fast‑paced environments with continuous opportunities to learn and grow. You are ready to belong to an enthusiastic team with passion for our mission and where your unique qualities are celebrated.

A Strong Communicator / Well Organized. You have exceptional interpersonal and listening skills. You are able to ask probing questions to fully understand our customers’ needs and provide meaningful solutions for them. In addition, you possess strong organizational, technical and time management skills.

• Fully knowledgeable in Credit Union products and services, ensuring a timely and accurate response to telephone inquiries from members regarding membership eligibility information, product rates, account balances and transaction information.
• Share Information/Processing Transactions for Regular Share Accounts, Certificates of Deposit, Money Market Accounts and involving opening and closing of accounts, balances, transfers, rate information.
• Rate Information on all deposit products.
• Account Information on balances, transaction information, check clearing, deposit verifications, statement information, and Visa Debit.
• Checking:
  Check orders, checks cleared, stop payments, minimum balances, 3 types offered (and benefits of each), Debit Card and transaction information.
• Automated Services:
  Telephone Banking System, bill payment, Online Banking Access, Mobile Banking Access, direct deposit and payroll deduction.
• Direct Deposit/Payroll Deduction:
  Enrollment, changes, cancellation, error resolution.
• Other:
  Address changes, transfer of funds between accounts, hours of operation, branch locations, internet access, fees, money order information, travelers’ check information, savings bond information, investment service referral, club accounts, Revocable Living Trust account.
• Respond to member’s inquiries regarding access to services, account utilization and information.
• Resolve member discrepancies with all products and services in a timeframe pre‑determined by the standards established by the Manager, Member Contact Center.
• Regularly interface with other departments to research and resolve member problems and disputes in a timely and effective manner, maintaining member satisfaction whenever possible.
• Assist members with making the most effective use of services offered by the Credit Union by offering solutions to problems with utilization of services.
• Actively cross‑sell Credit Union products and services and act as a resource of information to educate members on the features and benefits of our products and services, exceeding the member’s expectations…