Member Care Representative

Keys Federal Credit Union; Key West (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

Keys Federal Credit Union is seeking a friendly Member Care Representative to provide phone-based member service, perform routine data entry for debit and credit, and handle account maintenance and loan interviews. This role supports the Member Services team under the Member Care Manager and requires accuracy and strong communication.

Responsibilities include handling debit/credit card tasks, resolving member inquiries, processing reports, and delivering excellent service in a fast-paced call

Qualifications

• 2 years of customer service experience.
• Experience in a financial institution (preferred).
• Experience in a call center (preferred).

Responsibilities

• Establish and maintain files and records for member accounts.
• Process daily reports and card transactions including new, lost/stolen and replacement cards; process debit card fraud disputes.
• Provide internal support to coworkers and maintain card programs documentation.
• Respond to member inquiries about financial products and services and execute routine to moderately complex transactions.
• Identify and resolve routine to moderately complex issues and follow up on unresolved inquiries.
• Route calls to appropriate staff and provide product information to members.

Skills

Customer service

Communication

Attention to detail

Multitasking

Teamwork

Spanish

Problem solving

Sales oriented

Phone support

Education

High school diploma or GED

Tools

Word processing

Spreadsheets

PC proficiency

Job description

Position

Member Care Representative

Department

Member Services

Reports to

Member Care Manager

Pay Grade/Level

8

FLSA Status

Non-Exempt

Position Summary

Performs routine data entry and administration for debit, credit. Performs efficient and accurate service to members over the phone including account maintenance, solving problems, and conducting loan interviews.

Duties and Functions Essential to the Successful Performance of the Job

Management reserves the right to add or change duties listed.

Card Services Duties

• Establish and maintain appropriate files and records on member accounts.
• Process daily reports.
• Process new, lost/stolen and replacement debit cards, credit cards.
• Process debit card fraud disputes and rejected transactions.
• Print and distribute daily and monthly debit card, credit card.
• Perform administrative duties for debit and credit card programs.
• Provide internal customer service to co-workers.

Call Center Duties

• Professionally respond to routine inquiries from members regarding financial products and services.
• Accurately, promptly and efficiently perform routine to complex transactions per members' requests using the computer system.
• Identify, research, and resolve routine to moderately complex problems and inquiries.
• Identify and elevate priority issues.
• Promptly follow-up on member inquires not immediately resolved.
• Provide information on consumer loan products that best meet the member's needs.
• Provide members with product and service information.
• Route member calls to appropriate staff.

Miscellaneous

• Comply with all department and credit union policies and procedures.
• All other duties as assigned.

Minimum Job Requirements

Education

• High school diploma or general education degree (GED)

Experience

• 2 years of customer service experience.
• Experience working in a financial institution (preferred).
• Previous call center experience (preferred).

Specific Skills

• Ability to handle numerous projects simultaneously.
• Strong attention to details
• Excellent written and oral communication skills
• Ability to communicate courteously and professionally
• Excellent problem solver
• Comfortable in a sales & goal oriented environment
• Moderate PC proficiency
• Bilingual/Spanish a plus
• Work as a team player.

Specialized Knowledge, Licenses, Etc.

• Demonstrated proficiency in the use of word processing and spreadsheet software. Demonstrated ability to efficiently use other PC based software.
• Knowledge of IRA rules and regulations.
• Knowledge of Keys Federal Credit Union's products and services.

Supervisory Responsibility, if any

None

This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Keys Federal Credit Union expects that its employees will conduct themselves with the highest ethical standards. The Credit Union also expects its employees to conduct business in accordance with all Bank Secrecy Act, anti-money laundering and other regulatory laws. Information security and confidentiality of member information are of the utmost importance to the Credit Union. Employees shall not knowingly provide assistance to individuals who attempt to violate or avoid these laws or the Credit Union's policies.