Contact Center Member Experience Representative I

KALSEE Credit Union; Portage (MI); On-site; USD 32,000 - 45,000; Full time

Job summary

KALSEE Credit Union in Portage, MI is seeking a Member Experience Representative (MER) to build relationships and promote financial wellness by delivering outstanding service and guiding Members to suitable products. The MER will listen to inquiries, process transactions, verify identity, and follow up as needed, while adhering to policies and regulations including BSA/OFAC.

Prior retail or financial service experience and strong attention to detail are valued.

Qualifications

• High school diploma or equivalent.
• Financial industry experience preferred.
• Must be able to learn and apply a variety of software applications.
• High degree of accuracy and attention to detail.
• Retail service experience including cash handling and member service preferred.

Responsibilities

• Provide extraordinary member service over the phone by being knowledgeable and engaging.
• Listen actively to understand questions, offer guidance to appropriate products/services, and refer when suitable.
• Accurately verify Members to process transactions and information requests per MER responsibilities.
• Provide timely follow-up to Members as needed.
• Ensure compliance with policies and regulations (BSA/OFAC, etc.) and participate in required training.

Education

High School Diploma or equivalent

Retail service experience

Cash handling

Customer service

Software applications

Tools

Software applications compatibility

Job description

Description

Member Experience Representatives (MERs) build relationships and cultivate financial wellness empowering people to focus on what matters. MERs deliver extraordinary service by creating value for Members through recommending appropriate products and services to which will help them make money, save money, save time, and add peace of mind and convenience to their lives.

1) Provide extraordinary member service over the phone by being knowledgeable, engaging with Members, making Members feel valued and consistently applying defined service standards.

2) Listen actively to fully understand and answer Members’ questions/concerns and offer guidance to appropriate products and services. Proactively identify and make appropriate qualified referrals for Members that will help them make money, save money, save time, and/or add convenience and peace of mind. Look for ways to enhance members’ relationships by building trust and confidence.

3) Accurately verify Members to process transactions and requests for information in accordance with the MER 1 responsibilities, including but not limited to account transfers, balance inquiries, loan payments, card services related requests, ordering checks, and online banking password resets.

4) Provide follow up to Members, where needed, in a timely manner.

5) Review all activities for compliance with established policies, procedures, and regulations. Regulations include but are not limited to: Bank Secrecy Act / Anti-Money Laundering / Office of Foreign Assets Control regulations. Participate in annual training as required by the BSA/OFAC Compliance Officer.

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Requirements

1. Must have a High School Diploma or equivalent.
2. Previous financial industry experience preferred.
3. Must be able to learn and apply a variety of software applications.
4. High degree of accuracy and attention to detail
5. Prior experience in a retail service environment to include cash handling and member service preferred.