Interactive Member Service Representative

Job Details

Description

ESSENTIAL JOB FUNCTIONS:

• Serves the members in a professional, courteous, efficient manner through prompt handling of all teller functions. Demonstrates exceptional member service standards with both internal and external members.
• Answers questions from members and maintains excellent member relations; directs members to proper employees for answers to more complex problems and inquiries.
• Works independently and utilizes effective problem solving skills to resolve issues; effectively uses position authority and knowledge of operating and security procedures in order to make on-the-spot decisions including exceptions, adjustments and overrides.
• Resolves complex and non-routine inquiries concerning credit union policy and operating procedures; researches and solves member’s problems as time permits, referring more difficult situations to the branch staff or appropriate department.
• Multi-tasks by working with multiple software programs concurrently to accurately complete a transaction, while communicating with a member.
• Actively seeks cross-selling opportunities, selling new or additional products or services that meet member’s needs, and makes appropriate referrals to other areas of the credit union.
• Follows up on opportunities and inquiries from members to further encourage a complete financial relationship.
• Remains up to date and educated on products, services, marketing promotions, policies and procedures.
• Meets or exceeds minimum personal referral goals and contributes to ITM departmental goals.
• Performs end of day balancing according to procedures. Adheres to security, audit and compliance requirements.
• Communicates member comments, issues and requests to appropriate branch/department.
• Clearly communicates the proper use of interactive kiosks, handling member’s objections and anxiety to new technology. Promotes benefits of the technology and ensures a positive experience.
• Effectively demonstrates Service through CU1LUV in all member interactions. Works closely with Supervisors to improve upon current skills.
• A professional appearance is required.
  
  

Additional Responsibilities

• Projects a positive attitude during all contacts with members consistent with Credit Union 1’s mission statement and the CU1LUV Pledge in order to maintain and contribute to a high level of member satisfaction.
• Adheres to the credit union’s dress code policy.
• Performs other duties as assigned.
  
  

Qualifications

• Must be a high school graduate or equivalent with minimum 1 year prior Teller, customer service or sales experience preferred.
• Must possess excellent communication skills that transcend a video/electronic face to face member environment.
• Must be comfortable being on camera as members will see the Interactive MSR via video transmission from the Interactive Teller Machine.
• Must have the ability to multi-task: Interactive MSR staff will be required to use 2-3 software programs concurrently to complete a transaction.
• Must be able to adjust priorities to meet deadlines.
• Must be able to type at least 35 WPM and have the ability to use a 10-key calculator.
• Responsible for abiding by and complying with the policy for compliance with the Bank Secrecy Act and anti-money laundering laws and regulations (BSA/AML) and the policy for compliance with office of foreign assets control laws and regulations (OFAC).
  
  

Only applicants who meet the minimum requirements for the position will be considered for an interview. This position is open until filled.

Please note: Credit Union 1 does not provide relocation assistance. If selected for an on-site position, candidates will be responsible for relocating to Alaska prior to the agreed upon start date at their own expense.

To be eligible for this position, applicants must be legally authorized to work in the United States without restriction. Credit Union 1 does not provide visa sponsorship.

Thank you for your interest in the opportunity with Credit Union 1!

Background Screening Statement: Candidates selected for a position at Credit Union 1 will be subject to a criminal background check prior to their employment. An offer of employment may be rejected or terminated based on receipt of an unacceptable background screening.

EEO Statement: Credit Union 1 provides equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any type without regard to race, color, religion, sex, age, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

E-Verify Statement: Credit Union 1 participates in E-Verify and will provide the federal government with your form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, Credit Union 1 is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before Credit Union 1 can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer an completed the Form I-9. For more information on E-Verify, or if you believe that Credit Union 1 has violated its E-Verify responsibilities, please contact DHS at 888-897-7781 or dhs.gov/e-verify.