Member Service Representative

Job Summary:

Provides account service to existing member base and resolves member inquiries. Grows membership throughout Ohio, via web applications and phone communication.

Essential Functions and Responsibilities:

• Answers phones and e-mails, determines and meets member’s needs in a responsive, efficient manner.
• Work across departments and branches to assist members with products, services, questions, and issues.
• Provides advice, counsel, and solutions directly to member inquiries.
• Welcomes new members to the Credit Union and educates them on available products and services.
• Interviews members regarding service level received and determining potential member referrals.
• Source and recruit new members to join the credit union.
• Process all plastic card requests, debit/credit cards.
• Process applications for cemetery and tuition loans.
• Research and resolve issues that arise connected to plastic cards.
• Provides support to members with certificate renewals.
• Order and send out welcome packets to all credit card holders.
• Adjust credit card holders daily charge limits working within originally established total credit authorization.
• Review e-mails that come into the eBranch and verify everyone’s address.
• Process all requests that come in from Suspensions and Social Security.
• Route all company outgoing mail and process any returned mail.
• Process pay by phone account payments and take fee from member accounts.
• Process all credit card balance transfers.
• Research collections request for member information and provide information to requester.
• Adhere to regulatory and legal compliance within the eBranch.
• Work with manager to create and maintain reporting determining service levels to include but not limited to call volume, call type, call times, calls dropped, etc.

Job Requirements:

• High school diploma, or GED, some college preferred.
• Minimum 2 years customer service experience in a call center or financial services environment.
• Must be able to meet and exceed established sales and service goals and targets.
• Professional demeanor includes treating all with tact and diplomacy.
• Demonstrated superb follow-through and organization skills.
• Excellent communicator both verbally and in writing.
• Strict attention to detail, errors cannot occur.
• Proficient using Microsoft Word and Excel.
• Ability to work with all levels of social economic members.

Physical Requirements/Work Environment: May lift up to 10 lbs.; Office work-must be able to use a PC and phone; hearing and sight are required to perform this job; may need to sit for long periods of time in front of a computer.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Weekends as needed

Work Location: In person