Member Service Advisor I/Hybrid

Description

Summary

• Answers a high volume of calls, helps members with transactions, questions, and product knowledge.  The representative has a strong desire to help FMFCU members achieve financial success and commits to offering products and services through assessing needs. 

Key Responsibilities

• Accurately completes routine financial transactions including transfers, loan payments, stop payments, verify funds, address changes, check orders, and maintenance on all types of accounts in accordance with established policy/procedures.
• Responds to general member inquiries about debit cards, IRAs, ACH, wires, rates, online and mobile banking, and bill pay.
• Professionally corresponds with members using all remote delivery channels with a sense of ownership.  Thoroughly verifies member identification.
• Maintains high service standards established for the department.  This includes high answer rates, low wait times, low abandonment ratios, and strong member satisfaction scores.
• Looks for referral opportunities to internal and external partners, such as eBranch, Wealth Management, Mortgage, insurance, credit card, etc.
• Operates various programs/software to accurately and efficiently assist members. 
• Analyzes, researches, and resolves problems and discrepancies related to member accounts in an effort to provide first contact resolution.  Refers problems that are beyond their authority to their supervisor.
• Identifies fraud and prevents future fraud.
• Ensures all credit union members and employee-related business is kept in the strictest of confidence which includes maintaining a secure work space at all times.
• Participates in and supports community events.
• Performs other duties as assigned.
• Is responsible for adhering to operational controls, including compliance with all required regulations and policies such as the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) to ensure the safety and soundness of Franklin Mint Federal Credit Union and its members.

Qualifications

Education/Experience

• 1 year demonstrated ability to succeed in retail or call center environment required.
• High School Diploma or GED required.
• Previous experience working in a financial institution preferred.
• Secondary language skills desirable.

Other Qualifications

Strong demonstrated abilities required:

• Customer/Member Service
• Interpersonal/Team Player
• Motivated/Works Independently
• Sales/Negotiation Skills
• Analytical/Problem Solving
• Organizational Skills
• Detail Oriented
• Verbal/Written Skills
• Microsoft Office
• Prioritize/Multi-task

Also required:

• Ability to work a flexible schedule
• Must maintain confidentiality
• Strong listening skills
• Ability to service members by making them feel welcomed, engaged, and significant with every interaction

Physical Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, and sit. This position requires standing, walking, bending, reaching, grasping, and typing. The employee may occasionally lift and/or move items under 15 pounds. Specific vision abilities required by this job include close vision and distance vision.

Other Duties

• This job description is not intended to be an all-inclusive list of responsibilities required for this job.  Responsibilities may be assigned or changed at any time.