Member Experience Specialist - Contact Center

Schedule:  Shift can change depending on staffing and volume = approximately 8 hours per day normally between the hours of 8:00 – 6:00 pm, Monday – Friday with 1 hour lunch break, unless arrangements have been made; minimum of 1 Saturday per month as required.  Usually 40 hours per week. This position does can work from home but working from the office is required one day per week, dependent on staffing. 

JOB SUMMARY:

As a Remote Member Experience Specialist, you help create the highest level of member service by building lasting relationships with Credit Union members, and co-workers through an environment of Courtesy and Respect and helping each other succeed. This position core responsibilities include serving our members with excellence and delivering great member value, as well as accurately and efficiently processing various financial transactions; asking for business and acquiring new members through account servicing; promotes products and services to meet members’ needs; and achieves the established service level standards. Profitable growth with a culture of KAIZEN is required. A Remote Member Experience Specialist must be active in the e-branch success, including service levels, sales success, accountability, detail orientation, problem solving, effective communication, teamwork, and initiative.

ESSENTIAL FUNCTIONS:

• Routinely performs with a high degree of accuracy when processing a variety of financial transactions for members in a prompt, efficient manner in accordance with Credit Union and regulatory compliance guidelines to include, but not limited to, deposits; withdrawals; transfers; account maintenance; loan payments; cash advances; and negotiable card purchases.

• Maintains a satisfactory service level standards, which includes talk and hold time, handle time, and timely return of voice mail calls.

• Identifies and prevents fraudulent transactions by routinely reading for fraud alerts; verifying member identity and signature; and reviewing the member's account history for suspicious activity and comments.

• Recognizes the value of extraordinary member service by educating members on our products and services, which include guiding members to use digital services and remote delivery options.

• Continuous review of processes for the most efficient and innovative ways to serve our members with excellence and delivering great member value.  Question everything we do to make it better. 
• Open and honest communication with Grace and Forgiveness for each other.

• Provides member service support by responding to member questions and/or account inquires by providing courteous, prompt, and accurate account information to include effectively resolving member complaints or issues; accurately provide information regarding various types of deposit and share draft accounts. Intermediate knowledge in various loan products and ancillary products.

• Assists and provides support to e-branch staff when necessary, especially during peak periods. 

• Compliance: a. Responsible for knowing and complying with all Credit Union policies and procedures that apply to the position b. Responsible for knowing and complying with all Federal Regulations that apply to the position, including, but not limited to: Bank Secrecy Act (BSA), Customer Identification Program (CIP), Funds Availability (Reg CC) and Currency Transaction Reporting (CTR)

• Other duties as assigned.

EDUCATION:

High school diploma or equivalent.

EXPERIENCE:

• Minimum of 3 years retail or call center experience interacting with consumers.

SKILLS/ KNOWLEDGE:

• Knowledge of various financial transactions, negotiable instruments, and deposit products and policies.
• Strong knowledge of the Credit Union’s online, mobile and Internet banking solutions products, process and policies.
• Proficient knowledge of applicable Federal regulations including BSA/AML, Customer Due Diligence, Regulation E., Regulation CC.
• Proficient mathematical skills to include add, subtract, multiply, divide, and intermediate knowledge of reconciling draft accounts. 
• Intermediate computer knowledge and keyboard skills, which include MS office 365 applications, ten-key number pad and exposure to Symitar, Meridian Link, IBT and Synapsys.
• Skilled in interpersonal and communication skills (both written and oral) when working with members or co-workers on accounts.
• Must have the ability to exercise considerable judgment and discretion in establishing and maintaining good working relationships.
• Must have the ability to work independently and in a teamwork environment.
• Must have strong desire to provide excellent member service by consistently striving for first touch resolution.
• Strong detail orientation and ability to maintain accuracy in processing transactions and detecting discrepancies.

PHYSCIAL ACTIVITES:

• Ability to sit or stand for 4-8 hours within a given day while conducting member interaction.
• Constantly uses fingers and hands when operating a computer and other office machinery, such as a ten-key number pad or calculator, copy machine and computer printer.
• Ability to hear average or normal conversations and receive ordinary information through verbal communications.
• Average, ordinary visual acuity necessary to prepare or inspect documents or products, operate a computer or other office machinery.
• Lifts, transfers, or moves up to 50 lbs. equipment, supplies, or other material daily.
• Occasionally moves about, push/pull, climb, stoop, kneel and/or ascend/descend stairs to gather or deliver documents, coin bags, or cash drawers; access or troubleshoot office machinery (copy machine, computer printer); meetings with co-workers; and/or perform related duties.
• Occasional travel to attend Credit Union events or trainings and other business development activities.

WORKING CONDITIONS:

Consumer finance atmosphere located inside a building with no hazardous or significantly unpleasant conditions.

CONCEPTUAL INTELLECTUAL ACTIVITES AND OTHER REQUIREMENTS:

• Frequently conveys detailed or important instructions or ideas accurately, clearly, and/or quickly.
• Understand, remember, follow and exchange basic instruction, information and guidelines.
• Technology savvy with the ability to learn new software quickly.
• Projects a courteous, professional and positive demeanor with team members and members while providing prompt, efficient and accurate service to both internal and external members.
• Organize thoughts and ideas into understandable terminology.
• Ability to apply common sense and reasoning and decision making to carry out detailed, involved financial transactions and to resolve problems involving several variables.
• Adheres to Capitol Credit Union Employee Handbook Policies and holds him/herself and other employees accountable.
• Willingness to participate in training and development opportunities to improve job knowledge of Credit Union policies, procedures, and services and annual regulatory refresher courses.
• Available to work Monday through Friday and Saturdays as required.
• Flexibility and adaptability to sudden or required schedule changes to better serve the membership.