What are the responsibilities and job description for the Member Service Center Representative position at Spero Financial Federal Credit Union?
Role:
To provide information and exemplary member service concerning the Credit Union's products and services to members via the telephone. Assists members with their telephone requests; explains services, responds to problems and directs phone calls to the appropriate area ensuring the highest quality of member service.
Essential Functions & Responsibilities:
*Assists members with their telephone requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their manager, along with their recommendations. Provides service and information in a pleasant, professional and efficient manner via telephone or correspondence.
*Identifies cross-sell opportunities and cross-sells Credit Union products and services to members when appropriate.
*Maintains member account information on computer system. Ensures member-related business is kept in the strictest confidence.
*Researches and solves routine member questions, problems and complaints concerning credit union accounts. Ensures proper follow-up and member satisfaction.
*Assures that appropriate records are maintained and required reports are prepared.
*Assists with processing member loan requests. Assists other departments as needed.
*Performs other job related duties as assigned.
Performance Measurements:
1. To enthusiastically support the Vision, Mission and Core Values of the Credit Union.
2. To adhere to policies, procedures, compliance, safety, security and Cyber-security as they relate to the job and work assignments.
3. To actively participate in the Credit Union's sales and service program.
4. To provide timely, accurate, courteous and professional phone service to all members.
5. To maintain knowledge of all Credit Union products, services, policies and procedures.
6. To inform manager of key operating issues affecting the department.
7. To meet required time deadlines.
8. To maintain a professional work environment and professional appearance.
Knowledge and Skills:
Experience: One year to three years of similar or related call center experience. Prefer experience with chat functions and co-browsing. GLIA experience a plus.
Education: A high school education or GED.
Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills: Good listening, telephone and communication skills; accurate keyboarding skills; able to make decisions with minimum information. Working knowledge of regulations applicable to the job function.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
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