What are the responsibilities and job description for the Member Service Representative position at Congressional?
As a Member Service Representatives, you will receive inbound phone calls in order to manage and service member accounts, solve problems, and cross sell various products and services.
Position Responsibilities:
- The Member Service Representative position duties include but are not limited to the following:
- Answers inquiries by clarifying desired information; researching and exploring answers and alternative solutions; locating and providing information, escalating unresolved problems.
- Ensures that members understand product information, and be able to provide additional information to members as needed.
- Listen attentively to member needs and concerns; demonstrate empathy.
- Build rapport with members by greeting them in a courteous, friendly, and professional manner.
- Communicate effectively with individuals/teams in the company to ensure high quality and timely expedition of member requests.
- Updates job knowledge by participating in educational opportunities.
- Identify Cross Sell opportunities and services to members persistently and courteously. Reaches out to the member by phone/email/letter. Analyze members’ needs and recommend products and services that would be beneficial to the member.
- Assure that all appropriate records are maintained and required reports are prepared.
- Perform specific and delegated duties as assigned by Management.
Desired Skills and Experience:
- The ideal candidate will have 6 months to 2 years of similar or related experience and also possess
- A two-year college degree or
- Completion of a specialized course of study at a business or trade school or
- Completion of a specialized and extensive in-house training or apprenticeship program.
- They must also have good listening and telephone skills; be able to operate a 10-key calculator, and computer keyboard; and be able to make decisions with minimum information.
- A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
- Work involves extensive personal contact with others and/or can be of a
personal or sensitive nature. - Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.
Physical Requirements:
Congressional Federal is committed to working with its employees to reasonably accommodate them with the physical aspects of the position. The following list outlines the physical considerations that are normally encountered in this job.
- Ability to communicate with staff, members and the public.
- Ability to operate standard office equipment.
- Must be able to sit for extended periods of time and to occasionally lift and move items up to 20 lbs. in weight.
Total Rewards:
Congressional Federal offers a comprehensive benefits package including but not limited to health and dental, 401k, vacation and paid sick leave, 10 paid holidays, tuition reimbursement, flexible spending programs and work/life balance.
EOE/M/F/D/V/SO