Customer/Member Service Rock Stars! - Phoenix

First Credit Union AZ; Phoenix (AZ); Vor Ort; USD 38.000 - 52.000; Vollzeit

Zusammenfassung

First Credit Union is seeking an eBranch Member Service Representative for Phoenix. This role handles member inquiries via phone, video, and digital channels, processing loan applications, opening new accounts, and onboarding members through indirect channels, ensuring a seamless virtual banking experience.

The MSR will cross-sell products, provide Notary services, and maintain up-to-date knowledge of credit union products, policies, and regulations while delivering exceptional service.

Qualifikationen

• High school diploma or equivalent.
• One year related experience and/or training; or equivalent combination of education and experience.
• Multi-lingual capabilities (Spanish a plus).
• Previous cash handling experience (desirable).
• Previous credit union experience (desirable).

Aufgaben

• Handle incoming member calls to assist with loan applications, account inquiries and product education.
• Conduct video calls to engage members, complete applications and build relationships in a virtual environment.
• Process online new account applications with accuracy, ensuring compliance with policies.
• Manage online loan applications from start to finish, including review and follow-up.
• Cross-sell credit union products based on member needs and financial goals.
• Deliver an exceptional member experience while meeting performance and quality goals.
• Provide Notary Services in accordance with state laws and policies.
• Stay up-to-date on all credit union products, services, policies and regulations.
• Comply with BSA/OFAC and internal controls.

Kenntnisse

Member service

Numeric ability

Attention to detail

Computer proficiency

Stress management

Communication

Integrity

Teamwork

Ausbildung

High school diploma or equivalent

One year related experience or training

Tools

Synapsys

Jobbeschreibung

eBranch Member Service Representative-Phoenix

Summary/Objective

The eBranch Member Service Representative serves as a primary point of contact for members through remote channels, including phone, video, and digital platforms. This role is responsible for providing exceptional service and support for members who prefer to conduct their banking virtually. The MSR assists with loan applications, new accounts, existing member inquiries/transactions, and onboarding for members joining through indirect channels, ensuring a seamless and positive digital banking experience.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Handle incoming member calls to assist with loan applications, account inquires, and product education
2. Conduct video calls to engage members, complete applications, and build relationships in a virtual environment
3. Process online new account applications with accuracy, ensuring compliance with credit union policies and regulatory requirements
4. Manage online loan applications from start to finish, including application review, member communication, and follow up.
5. Accurate and timely communication/coordination with solution teams/branches of necessary loan details for remote funding using Synapsys, email, and/or phone.
6. Review eligibility and qualification for membership and prospective members.
7. Work the indirect lending onboarding list to welcome new members, review accounts, cross sell other products and services, and deepen relationships
8. Cross-Sell appropriate credit union products and services based on member needs and financial goals.
9. Deliver an exceptional member experience while meeting performance and quality goals.
10. Good organizational methods and attention to detail to closely monitor through social media or other online platforms.
11. Assist in other areas of the Member Solution Center when needed.
12. Ability to securely send and sign documents electronically.
13. Adapt with new technologies as presented
14. Provide Notary Services in accordance with State laws and credit union policies
15. Maintain an up-to-date and comprehensive knowledge on all credit union products and services.
16. Maintain an up-to-date and comprehensive knowledge on all related policies, procedures, rules and regulations.
17. Presents self in a professional, positive demeanor upholding our FIRST values in with all methods of service and communication (non-verbal, written, voice, face to face)
18. Comply with NMLS registry and training to offer home equity products
19. Ensure compliance with all internal controls and established policies and procedures
20. Complete required training curriculum as identified by management and/or Organizational Development working towards to becoming a universal employee.
21. Comply with the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).

Competencies

1. Superb member service orientation.
2. Strong numeric ability.
3. Accuracy and attention to detail.
4. Computer proficiency.
5. Stress management/composure.
6. Good listening and communication skills.
7. Honesty and integrity.
8. Teamwork.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical presence in the office and/or branch setting is required.

Physical Demands

This position requires manual dexterity, the ability to lift and/or move up to 25 pounds. This position requires bending, stooping or standing as necessary.

Position Type/Expected Hours of Work

Ability to work flexible schedule Monday through Friday, 8:00 a.m. to 6:00 p.m.

Travel

Periodic travel to other FCU locations may be required.

Qualifications

Required Education and Experience

1. High school diploma or equivalent.
2. One year related experience and/or training; or equivalent combination of education and experience.

Preferred Education and Experience

1. Previous cash handling experience.
2. Previous experience with a credit union highly desirable.

Additional Eligibility Qualifications

1. Multi-lingual capabilities to include Spanish are a plus.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.