Member Care Representative

OUR LEADERSHIP PHILOSOPHY

At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our Leadership Competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices are aligned with our vision of fostering a resilient and forward-thinking organization.

As such, we all hold ourselves accountable to the following:

• Demonstrates Interpersonal Awareness & Skills

  A cornerstone of our collaborative work environment, this competency emphasizes effective communication, relationship building and teamwork. It also supports creating a positive work environment that values individual contributions and fosters teamwork. As an individual leader
  , you will demonstrate active listening, clear communication and contribute beneficially to team dynamics.

• Embraces Change & Learning

  This competency focuses on adaptability, personal development and the advocacy and embracing of progressive change. You will be challenged to explore continuous learning opportunities to achieve excellence and foster a culture of growth and innovation. As an individual leader
  , you will actively engage in personal development, embrace change enthusiastically and support team members in their growth. You will also demonstrate flexibility and adaptability in response to changing circumstances.

• Utilizes Critical & Creative Thinking

  Underlining the importance of innovative problem solving, challenging the status quo and strategic thinking, this competency is vital for driving excellence and leadership. This competency challenges team members to take initiative beyond one's immediate responsibilities. As an individual leader
  , you will actively look for and share opportunities for improvement, show open-mindedness to new ideas and professionally challenge inefficient processes. You will also actively contribute to defining solutions and promoting innovation.

• Takes Personal Ownership

  This competency focuses on taking responsibility for performance goals, proactive collaboration and accountability. It highlights the significance of each team member taking ownership of their role and contributions while demonstrating leadership qualities regardless of their position. As an individual leader
  , you will be actively engaged in setting and achieving performance goals, take responsibility for personal action and decisions and seek opportunities for self-improvement and skill development.

Under close supervision of management, the Member Care Representative I assists members and all other callers with telephone requests following proper security and verification procedures. The role handles routine member inquiries, responds to caller issues, and educates callers about appropriate products and services to provide a one call resolution environment. The Member Care Representative I focuses on accurate, high-quality service and demonstrates interpersonal awareness and skills by handling interactions in a professional manner to deliver integrity and profitability.

• Assists members and potential members with telephone or electronic requests.
• Utilizes critical and creative thinking for problem resolution and to foster a one call resolution environment with the best desired result.
• Takes personal ownership to fulfill member requests and seeks opportunities to deepen member relationships by promoting the credit union's products and services.
• Maintains regular member follow up and maintenance via a customer relationship management system.
• Adheres to credit union policies and procedures and complies with all regulations related to the position.
• Follows and adheres to the Credit Union's policy regarding attendance and punctuality.

• Goal-oriented, sales focused and driven for results.
• Effective communicator, engage with members and build relationships regarding product and services.
• Ability to prioritize tasks and attention to detail.
• Familiarity in a professional, service focused and fast-paced environment.
• Courtesy, tact, and diplomacy.
• Working knowledge of Microsoft Office products.
• Frequent interactions with the public over the phone or through electronic channels.

• High school diploma or equivalent.
• One to twelve months of experience in a member/customer service role.
• Previous sales experience preferred.

The working arrangement for this position is hybrid
. Hybrid work is an opportunity to find the right balance between working in the office and remotely, especially if it supports individual success and the needs of our organization. Hybrid schedules are determined by the hiring manager based on business unit needs and may vary by department. Although a remote work arrangement may be authorized,…