What are the responsibilities and job description for the Member Service Advisor - Contact Center position at Jobs for Humanity?
Company Description
Jobs for Humanity is collaborating with YUPRO Placement to build an inclusive and just employment ecosystem. We support individuals coming from all walks of life.
Company Name: YUPRO Placement
Company Name: YUPRO Placement
Job Description
ABOUT THE ROLE:
Under general supervision, but following established policies and procedures, performs a broad range of member service/teller activities. Delivers exceptional customer service, aligned with the Credit Union's core values and mission statement. Serves as an advocate for members and is an integral contributor to the credit union's member experience. Meets all established sales and service goals. Provides member services such as transfer funds, wire transfers, checks orders, online banking and debit card troubleshooting, etc. Cross-sells Credit Union products and services. Responds to questions and/or provides information upon request from members (internal and external). Assists members and potential members in understanding and utilizing Credit Union products and service.
WHAT YOU WILL DO: (in descending order of importance)
1. Processes all member transactions via phone, mail, e-mail, fax and online services to include loan payments, account transfers, address changes, online banking and debit cards. Responds to member inquiries regarding discrepancies or problems with their account. Researches and determines correct action in accordance with established policies and procedures. Responds to member's questions, transactions and complaints. Routes calls to proper department only after exhausting all efforts to assist the member.
2. Gives prompt, efficient and accurate service in the processing of all transactions such as direct deposits, Debit/ATM cards, CD/IRA/Money Markets. Utilizes tact and process knowledge to research and resolve member inquiries while explaining specific policies and procedures. May place stop payment on checks, provide copies of checks and/or orders checks. Provides accurate information to members regarding Credit Union services, products, policies and procedures. Refers members to departments/personnel providing specialized services as necessary.
3. Analyzes member relationship in order to optimize existing products and services and deepen relationships by cross selling of relevant products and services
4. Conducts prospecting including outbound calls and emails as needed and to meet established sales goals.
5. Perform other member services and administrative duties as assigned by the Assistant Manager or Manager.
QUALIFICATIONS:
Education
High school diploma or equivalent (GED) education required.
Experience/Skills/Knowledge:
1. Minimum two (2) years experience in member service, operations and/or lending. Previous customer service experience preferred
2. Demonstrated knowledge of Credit Union products, services, policies and procedures and ability to sell them. Previous telephone sales experience
3. Excellent verbal, written, telephone and interpersonal communication skills
4. Excellent organizational, analytical and problem-solving skills
5. PC proficient, including Microsoft Office (Word, Excel, PowerPoint, Outlook) and the Internet
6. Must possess a strong service orientation
7. Ability to handle multiple projects/priorities simultaneously with an effective outcome
8. Ability to deal with highly confidential information
9. Ability to function in a financial institution branch/office environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone, etc. Ability to lift a minimum of 25 lbs. (e.g. file boxes)
Under general supervision, but following established policies and procedures, performs a broad range of member service/teller activities. Delivers exceptional customer service, aligned with the Credit Union's core values and mission statement. Serves as an advocate for members and is an integral contributor to the credit union's member experience. Meets all established sales and service goals. Provides member services such as transfer funds, wire transfers, checks orders, online banking and debit card troubleshooting, etc. Cross-sells Credit Union products and services. Responds to questions and/or provides information upon request from members (internal and external). Assists members and potential members in understanding and utilizing Credit Union products and service.
WHAT YOU WILL DO: (in descending order of importance)
1. Processes all member transactions via phone, mail, e-mail, fax and online services to include loan payments, account transfers, address changes, online banking and debit cards. Responds to member inquiries regarding discrepancies or problems with their account. Researches and determines correct action in accordance with established policies and procedures. Responds to member's questions, transactions and complaints. Routes calls to proper department only after exhausting all efforts to assist the member.
2. Gives prompt, efficient and accurate service in the processing of all transactions such as direct deposits, Debit/ATM cards, CD/IRA/Money Markets. Utilizes tact and process knowledge to research and resolve member inquiries while explaining specific policies and procedures. May place stop payment on checks, provide copies of checks and/or orders checks. Provides accurate information to members regarding Credit Union services, products, policies and procedures. Refers members to departments/personnel providing specialized services as necessary.
3. Analyzes member relationship in order to optimize existing products and services and deepen relationships by cross selling of relevant products and services
4. Conducts prospecting including outbound calls and emails as needed and to meet established sales goals.
5. Perform other member services and administrative duties as assigned by the Assistant Manager or Manager.
QUALIFICATIONS:
Education
High school diploma or equivalent (GED) education required.
Experience/Skills/Knowledge:
1. Minimum two (2) years experience in member service, operations and/or lending. Previous customer service experience preferred
2. Demonstrated knowledge of Credit Union products, services, policies and procedures and ability to sell them. Previous telephone sales experience
3. Excellent verbal, written, telephone and interpersonal communication skills
4. Excellent organizational, analytical and problem-solving skills
5. PC proficient, including Microsoft Office (Word, Excel, PowerPoint, Outlook) and the Internet
6. Must possess a strong service orientation
7. Ability to handle multiple projects/priorities simultaneously with an effective outcome
8. Ability to deal with highly confidential information
9. Ability to function in a financial institution branch/office environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone, etc. Ability to lift a minimum of 25 lbs. (e.g. file boxes)
How to Apply:
All steps of the process must be carefully followed so that A) the hiring manager can review your application and B) YUPRO Placement can advocate for you and provide support.
Step 1: Complete the application on the New Grad job board by submitting your resume and completing the details requested below.
Step 2: Check your inbox for an email with the subject line “Your YUPRO Placement Application: Next Steps,” navigate to the link provided and submit your application according to the email directions.
