POSITION DESCRIPTION
Position Title: Member Solutions Representative (Contact Call Center)
Department: Member Solutions Center
Reports To: CFO Classification: Non-exempt
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Purpose: The primary purpose of this position is to assist Filer Credit Union to live out its mission, “To serve our community and build trusted relationships together.” A key component of this service is to identify members’ needs and provide appropriate FCU product solutions which ultimately helps grow the credit union. To serve members adequately and effectively and FCU’s staff by providing prompt and accurate financial data and maintaining financial security.
This position’s purpose is to provide premier member service within a contact center. Answering telephone calls, opening memberships, performing daily maintenance, and with training perform lending functions. The expectation for these team members will be to provide the best member service in the industry.
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Essential Functions and Basic Duties
- Member Solutions Representatives complete member service tasks that ensure members have the information and assistance they need and maintain the company’s positive reputation. They often have the following responsibilities: Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
- De-escalate situations involving dissatisfied members, offering patient assistance and support.
- Guide callers through troubleshooting, navigating the company site or using the products or services.
- Performing general clerical tasks, member service/loan related requests, research, and issues.
- Almost continuous contact with all levels and types of credit union staff, members, potential members, outside vendors, and other outside sources.
- Help to train new employees and inform them about the company’s management policies.
- Weekend work is expected.
- Obtains member information (e.g., name, address, etc.) to support callers.
- Completes transactions and enters data accurately into the system.
- Document details of all interactions with members and actions taken to maintain appropriate data.
- Schedules appointments for membership/ loan/mortgage departments to meet with members or potential members.
- Responds to member requests with a high level of quality and compassion via outbound calls, inbound calls, and email, and SMS.
- Assist members with resetting passwords via online banking.
- Answers incoming member calls regarding account information, products, services, credit union mailing, notifications, and alerts.
- ATM/Debit/Visa card support, including new or replacement cards, lost stolen cards, limit increases, initiating disputes.
- Telephone transfers, stop payments, address changes and other file maintenance.
- Assesses member’s needs to recommend appropriate actions and next steps.
- Handles any escalated calls transferred internally and gathers the information to send the appropriate contact.
- Retail and Business banking support.
- Bill Pay set-up and issues.
- Wire transfers.
- Mobile banking set-up and issues.
- ACH set-up, disputes.
- New membership request, processing via OLB and phone requests.
- CD inquiries and IRA inquires, rollovers.
- Initiating loan requests.
- Assists with fielding commercial loan calls.
- On occasion, provides additional support to new hires during training including job shadowing and peer observation.
- Performs other duties as assigned by Supervisor.
Credit Union Employee
· Ensures work area is clean, secure, and well maintained.
· Assumes responsibility for related duties as required and assigned.
· Assists with promotional activities, cross sells credit union services.
· Participates in credit union committees and special events.
· Completes special projects as assigned.
Professional Development
· Network and attend functions outside of credit union.
· Community involvement.
· Team collaboration, provide assistance, support and knowledge to all credit union staff.
· Ensures the Credit Union’s professional reputation is maintained both internally and externally.
· Represents the Credit Union in contacts with business and trade professionals.
· Continual training and education.
· Maintain and advance through knowledge of member service, procedures, guidelines, and regulatory requirements.
· Demonstrates a commitment to professional ethics and complying with all credit union policies, as well as Federal and State compliance policies.
· Attends seminars and online webinars/courses.
Performance Measurements
1. Product Knowledge.
2. Team Member Service Survey Scores.
3. Team Internal Service Survey Scores.
4. Team meets minimum sales and referral expectations.
5. Marketing objectives are coordinated with the credit union strategic plan.
6. Training programs are well administered.
7. Department functions are conducted in accordance with credit union policies and procedures.
8. Effective working relations exist with credit union personnel, executive management team and board of directors.
9. The credit union’s professional reputation is maintained.
Physical Activities and Requirements of This Position
1. Able to sit/stand/walk as job requires.
2. Exert up to 10lbs of force occasionally with the ability to lift 50lbs.
3. Able to converse with members confidently, adequately, and accurately.
4. Regular and reliable job attendance and punctuality.
Qualifications
Education: High School GED or equivalent work experience
Required Knowledge: Knowledge of related computer applications.
Credit Union/Banking knowledge preferred.
Experience Required: Member Service Experience preferred.
Skills/Abilities: Strong communication, both written and verbal.
Great active listening skills.
Exceptional interpersonal and rapport building skills.
A patient and empathetic attitude.
Strong time management and organizational skills.
Adaptability and flexibility.
Comfortable working in fast-paced environments.
Troubleshooting skills, either basic or advanced, depending on the role and industry.
Computer literacy.
Phone skills, including familiarity with complex or multi-line phone systems.
In-depth knowledge of a company’s products and/or services.
Expertise in the member service area they focus on, such as accounts, sales, technical support or another areas.
INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
Filer Credit Union is an Equal Opportunity Employer. In accordance with the Americans with Disabilities Act, reasonable accommodations are available for qualified individuals with disabilities in the application and hiring process, as well as for the job itself. However, no accommodations will be made which will pose serious health or safety risk to the employee or others or which impose undue hardship on the organization. Please contact Karen Davison-Human Resources at [email protected] or 231-794-2789 to discuss your needs.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
- Work from home
Work Location: Hybrid remote in Manistee, MI 49660
