Full-Time Member Service Center Representative

Belco; Harrisburg (Dauphin County); Hybrid; USD 29,000 - 36,000; Full time

Benefits offered by this job

Competitive compensation

Medical, Dental, and Vision Insurance

401K with company match

Paid Vacation Time

Benefits start after 31st day

Job summary

Belco is seeking a Full-Time Member Service Center Representative in the Harrisburg area. The role handles member inquiries via phone and electronic channels, performs transactions, and cross-sells credit union products. It requires a high school diploma or GED and at least 6 months of related experience.

The position offers hybrid work with a minimum in-office time and competitive benefits, including insurance and a 401K match. Strong customer service and sales skills are essential.

Qualifications

• This position requires a high school diploma or GED and at least 6 months of related experience.
• Prefer more than 6 months experience in a financial institution or call center.
• Strong customer service, selling, and relationship skills are expected.

Responsibilities

• Sets high standards of performance, quality, and accountability for oneself, exceeding goals.
• Performs outbound calls to members to follow up and build relationships.
• Handle transactions via telephone for Credit Union products and services.
• Review accounts and submit tickets for loan modifications and maintenance.
• Respond to email and personal inbox messages with timely follow-up.
• Communicate clearly to members to influence actions and trust.
• Support sales and service culture and participate in coaching sessions.
• Educate members to match needs with value-added products and services.

Skills

Products/Service Knowledge

Selling Skills

Teamwork

Communication

Dependability

Quality Of Work

Education

High School Diploma or GED

Tools

Belle IVR

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full-Time Member Service Center Representative

Service Center Regular Full-Time Harrisburg, PA, US

5 days ago Requisition ID: 3108

Salary Range: $20.80 To $26.00 Hourly

Home Branch: Harrisburg, PA - Operations Center

Position Title:Full-TimeMember Service Center Representative

Department: Member Service Center

Supervisor's Title: Member Service Center Assistant Manager

Classification: Non-Exempt

Starting Salary Range:$20.80 - $26.00

- Competitive compensation!

- Medical, Dental, and Vision Insurance!

- 401K with up to 4% company match!

- Paid Vacation Time!

- Medical Benefits starting at your 31st day of employment!

And Many More!

Summary:

This position performs various transactional duties to serve members via telephone and other electronic means. Primary duties include but are not limited to completing highly diversified activities relative to the receipt of member inquiries, and cross-selling credit union products and services, while building strong member relationships. Must understand available modifications available to loan products and the parties involved in completing the requested change. Must maintain Quality Assurance Standards and outstanding member service at all times when providing service to both external and internal members. Represents the credit union to its members in a courteous, professional and confident mann er.

Essential Functions:

• Sets high standards of performance, quality, and accountability for oneself, exceeding individual goals related to call volume, service level, and referrals of products and services.
• Performs outbound phone calling to members to complete necessary follow up, leading to building and broadening relationships.
• Conduct transactions via telephone regarding Credit Union products and services such as but not limited to: share and share draft accounts; ACH stop payments; share draft stop payments; Debit, ATM and Visa card ordering, canceling and maintenance; Money manager, Belle (IVR) and opening/closing of shares as applicable; internal funds transfer and electronic transfer to other financial institutions; wire transfer; loan payments; opening and closing of shares; Bill Pay assistance.
• Review accounts and submit appropriate ticket(s) to conduct loan modifications and loan maintenance based on member requests and qualifications.
• Responds to correspondence in the Member Service Center email inbox, as needed. Follow up and respond to corrospondence in your personal email daily, as needed.
• Conveys information to members in a clear, compelling way that will positively affect their thoughts
  and actions.
• Gains the trust of members by being honest, reliable, sharing information, and treating them
  with respect.
• Serve membership by providing prompt and accurate service and information in a pleasant,
  professional and efficient manner, via telephone or correspondence both written and electronic.
• Responsible for actively participating and preparing for coaching sessions.
• Enthusiastically supports the sales and service culture.
• Utilizes a member centric approach to interview and educate members via telephone, gathering pertinent information to research and solve complex member questions, problems and complaints, while making recommendations to match individual member needs with appropriate value-added products and services to enhance the member relationship with the credit union.
• Actively contribute to the team achievement of assigned departmental/branch and strategic goals.
• Responsible for adhering to all security procedures relative to the handling of member transactions, security, internal operating procedures, and member verification policy. Must maintain member and employee confidentiality.
• Abides by Belco’s policies procedures, standards, regulatory and compliance mandates.
• Embodies Belco’s mission, vision, core values, and Behavioral Expectations.
• Any other duties as requested by Member Service Center Management Team.
• Funtional Skills: Products/Service Knowledge, Selling Skills, Productivity/Output, Dependability
• Operating Skills: Communication, Quality Of Work
• Relationship Skills: Teamwork, Member Focus

This job operates in a professional office environment and can function in a hybrid work arrangement consisting of in-office work and remote work. This role can be located in our Harrisburg Operations Center, our Oregon Pike Branch in Lancaster, or our East Gate Branch in Carlisle. This role does require a minimum of 20% in-office time. This role routinely uses standard office equipment such as computers, phones, printers, filing cabinets, and fax machines.

Physical Demands:

Ability to use a phone handset or headset which fully covers one or both ears is required. Sitting, standing, bending, and hand dexterity required. Ambulation – able to move from one area to another throughout a one-floor office layout.

Travel:

Periodic travel to Operations Center, as well as, evening and Saturday work may be required.

Minimum Required Education and Experience:

A high school degree or GED is required. Six months of similar or related experience including time spent in similar or preparatory positions.

Preferred Education and Experience:

More than six-months of experience is preferred in a financial institution and/or call center..

Disclaimer:

Please note this position 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.

We are an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual preference/orientation, age, disability, marital status, pregnancy, veteran status or other legally protected bases. Belco’s Diversity and Inclusion initiatives provide all employees with equal access to training and advancement opportunities throughout the organization.

Belco will provide reasonable accommodation to applicants and employees with disabilities where appropriate throughout the application and employment process. Determinations on requests for reasonable accommodation related to any job function will be made on a case‑by‑case basis. A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.