Member Service Representative I (Call Center)

Description

Join our team 

Rivermark Community Credit Union and Advantis Credit Union officially merged in 2024, coming together for good as Rivermark Community Credit Union. Our united mission is to be the leader in fostering financial wellness for our members and the community across Oregon and SW Washington, including historically marginalized and underserved populations. 

Rivermark is committed to transforming lives and communities together. So, if you’re looking for a career where meaningful work, inclusion, value, and recognition are paramount, then you belong here. 

Our commitment to inclusion 

Rivermark celebrates differences and fosters an environment where individuals can show up every day as their authentic selves. It’s part of our fundamental commitment to a culture of belonging for our employees, members, and community partners. See what inclusion looks like at Rivermark, and learn more on our website. 

Position overview: 

The Member Service Representative is responsible for handling existing member accounts, building strong relationships, and delivering exceptional member service. Assists members by phone with account maintenance, disputes, general loan inquiries, and IRAs. Employs strong communication skills to identify key needs and achieve effective resolutions. Uses consultative selling techniques to identify opportunities and offer recommendations on deposit accounts, loans, and services to enhance member relationships. Keeps current on Credit Union policies, procedures, and offerings to provide accurate and knowledgeable support. 

Primary Responsibilities:  

• Assists members with financial transactions through multiple channels within the Contact Center. Includes, but not limited to phone, follow up with partners, faxes and emails.
• Assists members with general account maintenance and servicing accounts. Handles complex requests, such as, but not limited to disputes, deceased member accounts, digital banking troubleshooting including lock & unlock of access. Works with internal partners for advanced issues and complaint handling.
• Effectively uses available resource materials and engages additional assistance as necessary to arrive at a resolution. Ensures quick and appropriate responses to member requests and build deeper member relationships. Provides exceptions on member accounts and requests per access levels for this position when appropriate.
• Adheres to call quality requirements on each call or interaction set by Credit Union procedures.
• Ensures adherence to Credit Union policies and Procedures. Ensures effective and up-to-date documentation. Adhering to the security requirements and verification. Identifying and responding to red flags in an appropriate and throughout manner.
• Maintains a working knowledge of the credit union’s products, services, data processing system, including accessing information on the web, knowledge base system and intranet.

Qualifications

Must-haves:  

• High school diploma/GED required.
• Minimum one year of call center, customer service or sales experience required. Financial institution experience preferred.       
• Strong ability to provide excellent member service and effectively discuss/refer credit union products and services to recommend enhancements to members.
• Takes ownership of every member interaction, whether it requires a call back, extended research or assistance.
• Ability to multi-task and work seamlessly and efficiently across several different platforms simultaneously.
• In-depth understanding of all credit union products and services.
• Research and problem-solving skills to identify and resolve issues.
• Must be able to work 10:00 AM-7:00 PM Monday-Friday and some Saturdays.
• Hybrid work schedule after initial 90-day training on-site.

  Nice-to-haves:

• Spanish speaking skills a plus.
• Financial institution experience is a plus.

Why choose us 

We offer a competitive benefits package designed to support your well-being and professional growth. Visit our benefits page to learn more. 

Rivermark Community Credit Union is proud to be an Equal Opportunity Employer that celebrates diversity. We acknowledge the challenges in our industry and strive to develop an inclusive culture where all individuals are valued and respected. 

Salary : $22 - $31