What are the responsibilities and job description for the Member Service Representative (O'Neal) position at La Capitol Federal Credit Union?
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La Capitol's culture is rooted deep in our core values. We commit ourselves to giving outstanding service. We believe that it is an honor and a privilege to serve our members and we pride ourselves in making them our top priority.
Our mission is to improve the financial wellbeing of our members! This is our focus and passion. However, this passion cannot be sustained without employing the best people around. Companies like to talk about their talent, but at La Capitol Federal Credit Union, we like to demonstrate our passion in the way we do our jobs. Simply put, we expect the best and look for the best from our employees. Purpose, drive and yes, passion; they are all here. If you are looking for that kind of energy and vision, we are always looking for great people!
At La Capitol FCU we don’t just offer our employees a job, we offer career opportunities. Do you want to be the newest member of our team? Apply now if so!
The Member Service Representative (MSR) will facilitate an exceptional communication experience for the credit union’s members via phone calls, text messaging, and electronic documents platforms. This is responsible for assisting members in completing transactions via phone and online. The Member Service Representative assists with solving member complaints, troubleshoots significant member service problems, and provides general account information. The MSR will also inform members of product terms and features while projecting a professional company image through voice and online interactions. Responsibilities include the servicing of members via phone, text messaging and electronic documents, the maintenance of scripts, and the handling of both internal and external member escalations received from the after-hours call center
Essential Duties and Responsibilities: - include but are not limited to the following:
1. Possesses adequate product knowledge as measured by the annual product knowledge certification assessment.
2. Originates loans over the phone
3. Provides support to front-line and back-office staff.
4. Explains credit union services and products to existing and potential members in order to establish account relationships.
5. Responds to member requests, inquiries and/or problems relating to products, services and procedures applicable to both the depository and lending functions.
6. Participates in various inbound/outbound campaigns to foster member retention and to generate sales.
7. Executes transactions in an automated or manual environment and ensures proper documentation.
8. Continually updates credit union services and product knowledge in order to handle most inquiries with minimum supervision.
9. Supports Credit Union service initiatives, such as the Lender Development program, to cross-sell credit union products and services to meet member needs.
10. Understands compliance issues and attends training as they relate to mortgage loans including, but not limited to: Bank Secrecy Act, Reg P and Patriot Act.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience: Associate's degree (A. A.) or equivalent from two-year college or technical school; or minimum of 2 years’ experience in a customer/member service support role or equivalent combination of education and experience. Call center and financial background is preferred.
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Education:
- Associate (Preferred)
Experience:
- Customer service: 1 year (Required)
- Call center: 1 year (Required)
- Banking: 1 year (Required)
Work Location: In person
