Member Support Representative

Partners 1st Federal Credit Union will provide U with a competitive salary, paid illness, personal time, vacation, holidays, medical/dental/vision/life insurance, generous 401(k) retirement plan with company matches, tuition reimbursement, weekly pay, and a professional and fun office working environment.

Are U willing to provide our members with your enthusiasm for service, integrity to become their trusted financial partner, create and support quality teamwork among staff and able to apply your knowledge, skills and experience with member service and problem solving to accomplish important and meaningful work.

This position is for you if you have prior call center and bank or credit union experience, are hardworking, have the ability to multitask, excellent organizational skills, and can work at our Directors Row location in Fort Wayne, IN, full-time, 37.50 hrs/wk. The hours for this position will be:

Monday - Friday: 10am-6pm with rotating Saturdays: 9am-12pm

The need to be flexible to assist the team, if needed, is important.

Role

Provides direct support services (products or resources) to members and staff to assist or resolve their needs at hand in a timely manner.

Major Duties and Responsibilities

50% Respond to correspondence, determine the needs of the verified member/staff while minimizing time and effort in resolving their concern.

15% Assist members/staff in setting up enrollments and understanding the processes including online banking.

15% Perform teller functions for members/staff (i.e. transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and last five transactions, reissue and reset pin numbers, process loan or credit card payments, etc.) to assure member's/staff's needs are addressed in a polite and friendly manner.

15% Identify products/services that might be beneficial to members/staff and provides information about their value and benefit.

5% Provide support and assistance to other departments and branches when requested.

Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Knowledge and Skills

Experience

Six months to two years of similar or related experience, including time spent in preparatory positions.

Education/Certifications/Licenses

High school degree or GED required.

Interpersonal Skills

Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.

ADA Requirements

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of local travel as driver and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.