Member Care Representative - Hybrid Inbound Call Center

Alliant Credit Union; Chicago (IL); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Health care

Vision

Dental

401k with employer match

Education reimbursement

Paid time off

Paid holidays

Employee discounts

Job summary

Alliant Credit Union in Chicago seeks a dedicated Member Service Specialist to provide consultative service to credit union members via telephone and to process simple to moderate financial transactions on member accounts.

You will build relationships, refer members to internal partners, and use de-escalation skills and knowledge of credit union products and policies to resolve issues while ensuring compliance and member satisfaction.

Qualifications

• Minimum - High School or Equivalent
• Preferred - 4 Year Bachelors Degree in Business, Finance or Related
• Minimum - 1 Year Banking, Retail, Customer Service or Related
• Preferred - 1 Year Call Center within a Financial Services Environment

Responsibilities

• Handle routine to moderately complex member inquiries with a goal of first call resolution.
• Process financial transactions on member’s accounts efficiently.
• Review, qualify, open and close deposit accounts and ATM/debit cards.
• Complete money transfers and assist with check withdrawals.
• Resolve member concerns while ensuring regulatory compliance.
• Meet or exceed individual performance and member satisfaction targets.
• Build partnerships with management and peers.

Skills

Customer service

De-escalation

Regulatory compliance

Education

High School or Equivalent

Bachelor's Degree in Business/Finance or Related

Job description

Provide consultative service and support to credit union members via telephone. Process financial transactions of simple to moderate complexity on member’s accounts, resolve member issues, evaluate and identify the member’s financial needs with compassion and care. Build relationships with members in order to provide assigned levels of member service and satisfaction, and targeted referrals to internal business partners that result in deeper relationships. Use de-escalation skills and reliance on technical knowledge of credit union products, policies and regulatory compliance to handle call types that include but not limited to account maintenance assistance like processing payments, account balance inquiries, opening or closing memberships, debit card PIN reset and money transfers.

• Handle routine to moderately complex member inquiries with a goal of first call resolution and limited escalation by leveraging departmental tools by handling call types such as account maintenance assistance like processing payments, account balance inquiries, opening or closing memberships, debit card PIN reset and money transfers.
• Process financial transactions on member’s accounts in an efficient and effective manner.
• Review, qualify, open and close deposit accounts and ATM/debit cards.
• Complete money transfers and assist with check withdrawals.
• Decision fee-refunds within defined relationship parameters.
• Act as a member advocate and handle difficult conversations with professionalism and courtesy.
• Resolve member’s concerns while ensuring regulatory compliance.
• Meet or exceed individual performance and member satisfaction targets within department.
• Build partnerships with management and peers in contributing to a productive team environment.

Education

• Minimum - High School or Equivalent
• Preferred - 4 Year Bachelors Degree in Business, Finance or Related

Years of Experience

• Minimum - 1 YearBanking, Retail, Customer Service or Related
• Preferred - 1 YearCall Center within a Financial Services Environment

Provide consultative service and support to credit union members via telephone. Process financial transactions of simple to moderate complexity on member’s accounts, resolve member issues, evaluate and identify the member’s financial needs with compassion and care. Build relationships with members in order to provide assigned levels of member service and satisfaction, and targeted referrals to internal business partners that result in deeper relationships. Use de-escalation skills and reliance on technical knowledge of credit union products, policies and regulatory compliance to handle call types that include but not limited to account maintenance assistance like processing payments, account balance inquiries, opening or closing memberships, debit card PIN reset and money transfers.

Essential Responsibilities

• Handle routine to moderately complex member inquiries with a goal of first call resolution and limited escalation by leveraging departmental tools by handling call types such as account maintenance assistance like processing payments, account balance inquiries, opening or closing memberships, debit card PIN reset and money transfers.
• Process financial transactions on member’s accounts in an efficient and effective manner.
• Review, qualify, open and close deposit accounts and ATM/debit cards.
• Complete money transfers and assist with check withdrawals.
• Decision fee-refunds within defined relationship parameters.
• Act as a member advocate and handle difficult conversations with professionalism and courtesy.
• Resolve member’s concerns while ensuring regulatory compliance.
• Meet or exceed individual performance and member satisfaction targets within department.
• Build partnerships with management and peers in contributing to a productive team environment.

Education

• Minimum - High School or Equivalent
• Preferred - 4 Year Bachelors Degree in Business, Finance or Related

Years of Experience

• Minimum - 1 YearBanking, Retail, Customer Service or Related
• Preferred - 1 YearCall Center within a Financial Services Environment

Description

Provide consultative service and support to credit union members via telephone. Process financial transactions of simple to moderate complexity on member’s accounts, resolve member issues, evaluate and identify the member’s financial needs with compassion and care. Build relationships with members in order to provide assigned levels of member service and satisfaction, and targeted referrals to internal business partners that result in deeper relationships. Use de-escalation skills and reliance on technical knowledge of credit union products, policies and regulatory compliance to handle call types that include but not limited to account maintenance assistance like processing payments, account balance inquiries, opening or closing memberships, debit card PIN reset and money transfers.

Essential Responsibilities

• Handle routine to moderately complex member inquiries with a goal of first call resolution and limited escalation by leveraging departmental tools by handling call types such as account maintenance assistance like processing payments, account balance inquiries, opening or closing memberships, debit card PIN reset and money transfers
• Process financial transactions on member’s accounts in an efficient and effective manner
• Review, qualify, open and close deposit accounts and ATM/debit cards
• Complete money transfers and assist with check withdrawals
• Decision fee-refunds within defined relationship parameters
• Act as a member advocate and handle difficult conversations with professionalism and courtesy
• Resolve member’s concerns while ensuring regulatory compliance
• Build partnerships with management and peers in contributing to a productive team environment

Education & Years of Experience

• Minimum - High School or Equivalent
• Minimum - 1 YearBanking, Retail, Customer Service or Related
• Preferred - 1 Year Call Center within a Financial Services Environment

Compensation & Benefits:

Salary range: $22.00 per hour. Actual compensation will be determined using factors such as experience, skills & knowledge.

Benefits:

Alliant provides a benefits package including health care, vision, dental, and 401k with employer match including:

Additional Benefits:

• Employee discount programs
• Time off including paid personal and sick days
• 11 paid holidays
• Education reimbursement

Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.

The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.