Member Service Center Representative

Job Title

Member Service Center Solutions Specialist – Part time

Part Time Call Center

Member Service Center Branch Manager

No

General and business knowledge equivalent to a high school diploma

2 years of related experience in retail, financial services, or equivalent work experience or 1 Year Call Center Experience preferred.

1 year of experience identifying and promoting products and services to meet member needs preferred. Bi‑lingual in Spanish and English preferred but not required.

The purpose of the Member Service Center Solutions Specialist is to assist members on the phone and other electronic channels with any questions, concerns, or inquiries. Promotes a sales and service culture, by actively recommending credit union products and services to fit member individual needs. Provides superior service, supports branch growth and demonstrates understanding of compliance and credit union standards and performs member engagement through all phone and electronic channels.

• Answer member inquiries through all channels to include but not limited to: phone calls, ITMs, email, Home Banking, and other systems.
• Makes outbound calls as needed to obtain information, provide follow up, and resolve member requests.
• Provides answers, solves issues, and/or assigns appropriate team member for follow-up/resolution.
• Cross‑selling products and services while interacting with members and educates members on services provided to enable them to use self‑serve options.
• Strive to achieve individual sales targets; in addition, participate as a team player in meeting branch cross‑sell and member satisfaction goals.
• Maintains knowledge of all products and services offered.
• Maintains awareness, understanding, and compliance with the Credit Union’s internal policies and procedures, laws and regulations appropriate for this position.
• Fill in as needed as a Member Solutions Specialist on the teller line in branches.
• Other duties as assigned by Branch, Senior, and Executive Management.

• Decision making requires the ability to choose from options outlined in established procedures and policies.
• A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
• Excellent communication, teamwork, and interpersonal skills.
• Phone and Electronic correspondence etiquette.
• Ability to demonstrate empathy.
• Organizational and time management skills.
• Strong financial, problem‑solving and analytical skills.
• Familiarity with PCs and applicable software.

• Ability to communicate effectively in English, both orally and in writing both in person and via electronic channels.
• Ability to receive information and hear sounds at normal speaking levels under normal conditions in the branch as well as on the phone and Bluetooth headset.
• Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading.
• Sufficient manual skill for operation of PC keyboard and other standard office equipment.
• Ability to stand or sit for extended time periods.
• Ability to travel to other locations to provide coverage if needed.
• Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects.