What are the responsibilities and job description for the Member Service Center Representative (Bilingual - English/Spanish Preferred) position at All One Credit Union?
Description
The Member Service Center Representative is responsible for providing service and an exceptional member experience to existing members and potential members through a variety of communication channels such as telephone, email, chat, message center and social media. This is achieved by providing exceptional service and meeting all financial needs of each member through the servicing of existing products and services, making new product and service recommendations and completing member requests.
Primary Responsibilities:
Performs functions, within scope of authority and expertise, to provide the highest level of service and responsiveness to members served by the Credit Union.
1. Consistently executes appropriate behaviors aligned with All One’s values and member service standards to deliver an exceptional member experience via telephone, online chat, email, message center and social media.
2. Responds to inquiries from members and performs necessary transactions and/or research to resolve issues (i.e. deposit products, lending products, digital products, and account discrepancies).
3. Works with branches to coordinate and schedule member appointments, both digitally and in person, when needed, for a seamless member experience.
4. Processes member loan payments via phone. Works with members to set up recurring payments.
5. Validates member information and assists members with requests for file maintenance changes to their account including but not limited to address changes, withdrawals, transfers between accounts, closing of accounts, etc.
6. Recommends appropriate solutions to meet member needs. When needed, consults with and/or makes referrals to product specialists who can assist in meeting specific member needs such as wealth management, IRAs, real estate and commercial lending, etc.
7. Maintains current knowledge of all credit union products, services, policies and procedures.
8. Responsible for daily member support of all electronic banking products/services including Online/mobile banking, Bill Pay, P2P, mobile deposit, external transfer, Visa online, etc.
9. Develops and deepens member relationships by taking ownership to resolve member issues efficiently.
10. Provides support, file maintenance, and troubleshooting regarding technical issues for members.
11. Continuously increases knowledge and skills through self-motivation, formal education, seminars, and in-house training.
12. Adheres to all of All One’s policies and procedures. Responsible for compliance with the following regulations: BSA, OFAC, and other regulations as required.
Work-Life Balance, Benefits & Compensation:
We understand the importance of work-life balance, and our programs give employees peace of mind. Employees at All One Credit Union are offered a comprehensive, affordable, and competitive benefits package including a rich 401K plan offering 100% of the first 5% 401K Match contribution and 3% 401K Safe Harbor contribution. Please review our full benefits package at all-onecu.com/about/careers/.
The salary range for this role is between $19.00 - $23.75. Actual compensation will be determined based on experience and other factors as permitted by law. This position is eligible to work remotely up to 2 days per week after 3 months of hire in accordance with the Work From Home Guidelines.
Requirements
High School diploma or equivalent. One to three years’ similar or related experience required. Excellent interpersonal, communication and organizational skills. Ability to speak effectively by telephone with members and employees of the Credit Union. Must possess basic knowledge of Credit Union products and services. Must be skilled in engaging members in conversation to optimize sales opportunities. Must be a great problem solver, proactive in solving member issues and comfortable with technology. Must have working knowledge of Microsoft Outlook, Word, and Excel. Must have ability to work a rotating schedule of Monday through Saturday. Must be registered with the Nationwide Mortgage Licensing System.
Employees are expected to embody All One Credit Union’s core values in all interactions, fostering partnerships, trust, and community both internally and externally. This commitment supports a culture of inclusion and drives the achievement of All One’s goals.
All One Credit Union is an Equal Opportunity Employer.
Salary : $19 - $24
