What are the responsibilities and job description for the Member Care Center Representative position at Keys Federal Credit Union?
Keys Federal Credit Union has an employment opportunity for a full-time Member Support Service Representative in our Call Center.
Work schedule Monday - Friday 8am - 5pm.
Position Summary
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Serves our members and potential members by answering account and service-related questions and responds to inquiries, questions, and complaints from members over the phone, via fax, email, secure message system and tickets from our third party answering service. Performs a wide variety of skilled clerical and administrative duties relating to members' deposit, loan and credit card accounts and a range of credit union services including online banking related services. Finds solutions for problems or errors and corrects them. Assesses member needs and suggests and promotes suitable products and services. Projects a professional company image through all verbal and written interactions. |
Duties and Functions Essential to the Successful Performance of the Job
Management reserves the right to add or change duties listed
Member Service & Sales Duties
- Provide friendly, professional, personal, and confidential service to all members and fellow team members.
- Professionally respond to routine inquiries and complaints from members regarding financial products and services.
- Assist members and staff with their inquiries related to our various online, mobile and electronic products and services through e-mail, telephone, and secure messaging.
- Accurately, promptly and efficiently perform routine to complex transactions per members' requests using the computer system.
- Identify, research, and resolve routine to moderately complex problems and inquires.
- Identify and escalate priority issues.
- Promptly follow-up on member inquires not immediately resolved.
- Provide guidance to current and prospective members about KeysFCU products and services.
- Proactively initiates outbound member calls to improve digital banking experience and to deepen member relationships, and to new members to ensure a smooth onboarding process related to their digital banking experience.
- Pro-actively cross sell credit union products. Identify opportunities to cross service products and increase product penetration.
- Make customer service and sales oriented outbound phone calls to existing members.
- Maintain current and comprehensive knowledge on all procedures and processes for the various banking products and services.
- Route calls to appropriate staff.
Operational Duties
- Review and approve membership applications based on membership eligibility.
- Process adjustments and member journal transactions for other departments as requested.
Miscellaneous
- Perform other duties as assigned.
- Comply with all department and credit union policies and procedures and applicable laws and regulations.
Minimum Job Requirements:
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Education: |
High School diploma or equivalent |
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Experience: |
· 6 months to 2 years of similar or related experience, including preparatory experience · Experience working in a financial institution (preferred). |
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Specific Skills: |
· Excellent written and oral communication skills · Excellent listening skills · Ability to communicate courteously and professionally · Customer satisfaction-oriented · Excellent problem solver · Strong attention to details · Work as a team player · Ability to handle numerous projects simultaneously. · Moderate PC proficiency · Bilingual/Spanish/Creole/Russian a plus. · Ability to type 30 wpm |
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Specialized Knowledge, Licenses, Etc.: |
None |
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Supervisory Responsibility, if any |
None |
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Keys Federal Credit Union expects that its employees will conduct themselves with the highest ethical standards. The Credit Union also expects its employees to conduct business in accordance with all Bank Secrecy Act, anti-money laundering and other regulatory laws. Information security and confidentiality of member information are of the utmost importance to the Credit Union. Employees shall not knowingly provide assistance to individuals who attempt to violate or avoid these laws or the Credit Union's policies.
Equal Opportunity Employer