Member Services Representative

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Orlando, FL, US

When joining USF Federal Credit Union, you can expect to work for a company that:

• Strives to be the most influential partner in our Members’ financial journey.
• Has been recognized with awards such as the Sterling Governor’s Award for Excellence and League of Southern Credit Unions & Affiliates Credit Union of the Year.
• Has a culture of engagement, growth, process improvement and community volunteerism.
• Received the Top Places to Work award for 2024 in Financial Industries.

What’s in it for you:

• Competitive pay, robust incentive programs, 401k matching, Mortgage and Auto Loan discounts
• 4 weeks minimum paid time off work, work anniversary paid time off, 11 paid holidays and 8 hours paid volunteer time off.
• Medical, Dental and vision plans with FSA option. (Employee Only Premiums for Dental and Vision are 100% Credit Union covered).
• 100% Credit Union Paid Short-Term and Long-Term Disability and Life Insurance
• Employee Assistance Program
• Undergraduate and Graduate Tuition Reimbursement
• In-depth New Employee Orientation showcasing Credit Union Values and Vision
• A Think Big culture dedicated to performance excellence and continual growth

Position Summary

Under the general direction and supervision of the Assistant Member Service Manager, this position will be responsible for identifying members’ financial needs and providing the best financial solutions. The Member Services Representative I will handle member interactions through various channels like phone, email, or chat, by addressing inquiries, resolving complaints, providing information about products and services, and ensuring a positive member experience;

following set guidelines to efficiently manage high call volumes.

Essential Functions Include:

• Assists members and potential members with credit union general inquiries regarding accounts, online banking, products, and services. Ensures member authentication and confidentiality. Handles a broad variety of member transactions with accuracy while providing exceptional member experience.
• Updating member information, accessing account details, and managing account changes.
• Routing complex issues to appropriate departments or specialists when necessary.
• Meet or exceed sales goals by identifying potential sales opportunities and upselling products or services when relevant. This includes making recommendations and cross-selling additional products and services, including core account products, checking, money market, certificates, loan products, e-services, referrals etc. that deepen member relationships.
• Meeting call handling metrics and maintaining high member satisfaction levels.
• Performs other duties as assigned.

Reports to:

Manages:

This role does not have supervisory responsibilities.

Excellent Time Management, Analytical and Organizational Skills, Collaboration, Passion, Innovation

Required

Education and Experience:

• High School diploma or equivalent.
• At least 1 year of related experience.
• Banking/financial industry experience preferred.

Additional

Skills:

• A friendly, courteous, and professional attitude.
• Excellent spoken, written, and visual communication and presentation skills.
• Ability to multi-task with excellent organizational and project management skills.
• Working knowledge of MS Office (Word, Excel, PowerPoint).
• Must be team player, self-starter, highly motivated and self-confident with the ability to work collaboratively and independently.
• Demonstrated strong organizational skills and exceptional attention to detail.
• Must enjoy working with the public and be able to effectively deal with people under adverse and stressful conditions.
• Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.

This role is currently supported by a hybrid working environment, combining in-office and remote work. Work arrangements…