Member Service Specialist

Position Purpose and Objectives

The Member Service Specialist is meant to provide outstanding service to both internal and external members while answering calls and assisting members with their requests in a high-volume contact center. This includes being able to identify the financial needs of the member and recommend an appropriate CUTX solution. This position is meant to resolve members questions and concerns who need assistance with online banking, making payments, account review, and all other banking related requests.

• Answer questions relating to CUTX products and services.
• Assist members with their requests such as balance inquiries, account research, product knowledge, etc.
• Assist members in accessing and understanding mobile features such as Mobile Banking, Online Banking, Remote Check Deposit, ATMs, etc.
• Accurately complete member transactions such as transfers, loan payments, lease payments, credit card payments, check orders, etc.
• Resolve member complaints concerning handling of their accounts.
• Obtain and communicate effective knowledge of the Credit Union’s products and services.
• Respond to member requests to update accounts, including address, phone, email changes; adding and removing joint owners and/or beneficiaries; opening or closing additional accounts; ordering debit cards, etc.
• May perform other duties as directed by the Member Services Contact Center Leadership to maintain credit union service and operations.
• Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures.
• Reports to Member Services Team Lead/Supervisors. Continued training and supervision are necessary.

• Ability to communicate clearly and courteously to members and co-workers via email and telephone.
• Through knowledge of MS Office, including Excel and Word
• Ability to effectively communicate via telephone and e-mail with members and employees
• Must have an outgoing phone personality and good written communication skills
• Knowledge of credit union policies and procedures
• Ability to perform multiple tasks while maintaining a high overall standard of performance
• Good judgment and discretion when dealing with sensitive topics
• Able to interact with many people and multiple interruptions while staying on task

High school diploma or general education degree (GED).

Minimum one to two years of call center, customer service or related member services related member services experience. Experience in a credit union, other financial institution preferred.

Finger Dexterity

Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Grasping

Using fingers and palm on an object.

Talking

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Repetitive Motions

Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Hearing

Able to hear average or normal conversations and receive ordinary information.

Average Visual Abilities

Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.

Sedentary Work

While performing the duties of this job, the employee will frequently talk or hear, sit, use hands to handle or feel, and reach with hands or arms. The employee will occasionally lift and move up to 10 pounds. Requires ability to move about department in order to file and retrieve documents.

Finger Dexterity

Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Grasping

Using fingers and palm on an object.

Talking

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Repetitive Motions

Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Hearing

Able to hear average or normal conversations and receive ordinary information.

Average Visual Abilities

Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.

Sedentary Work

While performing the duties of this job, the employee will frequently talk or hear, sit, use hands to handle or feel, and reach with hands or arms. The employee will occasionally lift and move up to 10 pounds. Requires ability to move about department in order to file and retrieve documents.

None. No hazardous or significantly unpleasant conditions. Duties are generally performed in standard office environment. The noise level in the work environment is usually moderate.

The ability to use common sense or logic.

Detailed

Ability to define problems,…