Senior Member Service Center Representative

ROLE:

Serves as the primary agent for building member relationships through education about credit union products and services via telephone. Adheres to credit union policies and procedures to ensure ethical and compliant business practices while performing various transactions and service requests accurately and efficiently. Serves as a resource to member Contact Center Representatives and performs transactions of increased complexity.

ESSENTIAL FUNCTIONS AND RESPONSIBLITES:

• Expertly performs all functions and transactions of a Member Contact Center Representative II while adhering to call center processes, procedures, policies, and compliance regulations. Including transactions of increased complexity, such as IRA, business, and fiduciary account opening, initiating domestic and international wires, taking applications on home equity loans and lines of credit, and closing on consumer loans. Assists the Member Contact Center in meeting or exceeding its abandoned call rate and service level metrics. Strives for first-call resolution to support service expectations.
  Approves consumer loans as appropriate and consistent with the Board approved loan policy.
• Skillfully de-escalates challenging member situations by problem-solving, exercising sound judgment and decision-making skills while demonstrating a special effort to say yes.
• Expertly engages in the relationship-building process to help members make, smart financial choices through educating and referring Credit Union products and services resulting in the profitability of the membership.
• Serves as a role model and trains all levels of staff who perform member service functions including new managers and assistants.
• Provides appropriate overrides within Credit Union guidelines and limits for all levels within Member Experience and themselves.
• Participates in department and/or organizational projects as assigned.
• Performs other job-related duties as assigned.

KNOWLEDGE AND SKILLS:

Experience:

• Two years of related experience within a call center or the financial industry is required. Proper National Mortgage Licensing System (NMLS) credentials are required or obtained within 90 days of hire.

Education:

• High school diploma or equivalent required or an equivalent combination of education and experience. Proper National Mortgage Licensing System (NMLS) credentials and Financial Wellness Certification are required or the ability to obtain within 90 days of hire.

Interpersonal Skills:

• Position requires significant contact with others inside and outside the Credit Union, thus requiring a high degree of confidentiality, discretion, diplomacy, and tact in communication. Builds relationships and fosters positive interactions with Credit Union team members, members, and vendors by demonstrating friendly, helpful, and efficient service. Excellent telephone and verbal communication skills are required, including positive tone, explaining financial concepts clearly and concisely, and skillfully diffusing upset members. Patience, active listening, and sound judgment are required. Must have the ability to understand and communicate products, services, and regulations.

Other Skills:

• Proficiency with Microsoft Office, business applications, and learning the core system and other related software are required. Must have the ability to apply cognitive reasoning to daily tasks, take ownership, and work independently and as part of a collaborative team. Must be highly motivated, detail-oriented, organized, and efficient with multitasking, problem-solving, and practical application. Must be able to work in a professional, high call-volume call center environment without sacrificing the quality and accuracy of work performed.