Call Center Member Service Specialist I- Full Time

Role

• Receives incoming calls, chats and responds to incoming mail. Determines what products, services or resources the caller requires (or could benefit from) and is able to assist with entering in and reading applications. Provides direct support services to members; or, connects them with the appropriate staff representative.

Major Duties and Responsibilities

• Answer incoming calls, chats and mail with proficiency and accuracy. Determines the needs of the member and verify the members identity, minimizing the members time and effort in resolving their concern. Has the knowledge to assess when member fee reversals, loan recasts, account information alterations, Online account updates, contact information updates need to be made. Must recognize and extrapolate based on basic data provided to ensure proper assistance is executed and next call avoidance requirements are satisfied.
• Identify products/services that might be beneficial to members and provides information about their value and benefit. Is knowledgeable in reading and creating application and application status in loan system. Cross-sell and educate members knowledgeably to Virtual Branch and Bill Pay services. Proficient at assisting members in completing Virtual Branch enrollment, troubleshooting any errors, understanding the e-statement process as well as system navigation to assist with any questions. Recognize and offering products, loans and services that will be beneficial for the member. Must be well educated on benefits of products and services offered.
• Perform functions for members including, but not limited to, funds transfers between accounts and/or loan, stop payments, close and reorder debit cards, place stop payments on checks, order new checks, Wire transfers, provide balances and recent transaction history, provide loan payoff amounts, process loan or credit card payments, set up recurring loan payments etc.) to assure members needs are addressed in a polite and friendly manner.
• Provide assistance with enrollment and troubleshooting for Online Banking, Bill Pay, and E-Statement services.
• Assist other departments and branches with transactions as needed, provide support for the collections department and branch managers in fulfilling members requests and merchant verifications. Meets 85% required statistical measures.
• Recognize when to close or reopen shares and accounts. General knowledge and working of IRA, Trust accounts, Deceased accounts etc. Accesses internal card system to review and review card declines, reported fraud cases, information inaccuracies and travel notation requirements. Ability to confidently update member account notations accurately required and read past notations with full understanding.
• Perform other duties as assigned.
• 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.

Experience

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

Education/Certifications/Licenses

• A high school diploma or GED is 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.

Other Skills

• Must be efficient and accurate with calculator, computer, and ten key. Basic reading, writing, arithmetic, clerical , communication, and sales skills are required.

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.