Member Service Representative (Call Center)

ESSENTIAL JOB FUNCTIONS:

• Assists members by phone with a variety of transactions in an efficient, accurate, confidential and professional manner.
• Takes ownership of every member interaction, whether it requires a call back, extended research or assistance from other teams.
• Works independently and utilizes effective problem solving skills to resolve complex 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. Referring situations outside authority level to the appropriate department.
• Meets or exceeds individual MSR KPI’s (key performance indicators) and contributes to Member Service Center departmental goals.
• Provides member walk-throughs on technologies offered by the credit union such as ATM’s, DocuSign, and Online Access, Mobile Deposit, Bill Pay, Mobile Wallet and other technologies utilized by the credit union.
• Reviews suspicious or unusual transactions and items. Approves transactions within defined authority levels. Uses outlined security procedures in conjunction with sound judgement to identify and deter potential fraudulent requests.
• Multi-tasks by working with multiple software programs concurrently to accurately complete requests, while simultaneously communicating with members.
• Remains up to date and educated on products, services and marketing promotions to best match the members needs with the credit unions offerings.

SENIOR MEMBER SERVICE REPRESENTATIVE:

In addition to the foundational behaviors of MSR, the Senior Member Service Representative will:

• Provide support in the research and resolution of escalated member issues.
• Have more advanced authority to issue transaction overrides and expire warnings.
• Update and maintain all member documentation according to procedure.
• Respond to member emails through the Secure Message Center.
• They demonstrate strong leadership skills and lead by example in the areas of member service, risk management, and the overall employee experience.
• Meets or exceeds Senior MSR KPI’s and contributes to Member Service Center departmental goals.

ADDITIONAL REQUIREMENTS:

• Assists department manager and assistant manager on other service tasks performed in the Member Service Center.
• Meets the current standards as established for the department in the completion of all assigned duties.
• Performs other duties as assigned.

QUALIFICATIONS:

MSR

Must be a high school graduate or equivalent, with a minimum of six months of financial institution experience or previous call center experience required. Excellent communication skills, with the ability to build relationships with members through all channels. Ability to effectively communicate one-on-one and in a group setting. Ability to remain calm when helping difficult and/or irate members. A professional appearance is required. Must project a positive sales attitude and proactively evaluate and present credit union products and services that best meet a person’s financial needs.  Must have strong organizational skills and the ability to adjust priorities to meet deadlines in a fast paced environment. 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 asset control laws and regulations (OFAC). 

SENIOR MSR

Must meet all requirements of the MSR position and have a minimum of one-year financial institution experience; strong call center experience or equivalent transferrable skills is required. Must possess exceptional communication skills through telephone or written mediums.

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.

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

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.