Member Center Specialist

ADP, Inc.; Elgin (IL); On-site; USD 26,000 - 39,000; Full time

Benefits offered by this job

Long-term Disability Insurance

Critical Illness

Life Insurance

401(k) match

Profit sharing

PTO

Flexible Spending Account

Tuition Reimbursement

Pet Insurance

Job summary

ADP, Inc. is seeking a Member Center Specialist in Illinois to provide telephone-based member services, information on deposits, loans, and policies, and to handle inquiries with accuracy.

Responsibilities include processing transfers, payroll distributions, and direct deposits while maintaining knowledge of MARTI and online bill payment tools. A 1+ year service background and strong communication are required, with flexibility for overtime.

Qualifications

• Minimum 1 year of service experience.
• Strong communication and problem-solving skills.
• Ability to work flexible schedule and overtime as needed.

Responsibilities

• Provide quality member service delivery by telephone.
• Provide deposit, loan rate, and service information.
• Explain procedure and initiate stop payments and name/address changes.
• Record research requests and route to appropriate personnel.
• Explain direct deposits and ensure forms are mailed to members.
• Process internal transfers for loan payments.
• Assist members with problems and resolve on first contact when possible.
• Explain credit union policies and procedures.
• Manage commercial money orders and wire transfer requests.
• Process share withdrawals and funds transfers between accounts.
• Process payroll distribution requests.
• Maintain knowledge of MARTI, Home Banking & Online Bill Payment; assist members.

Skills

Customer service

Communication

Problem solving

Stress management

Call center experience

Flexibility

Education

High school diploma

Tools

MARTI

Home Banking

Online Bill Payment

Job description

Position Title: Member Center Specialist

Reports To: Member Center Supervisor

Full Salary Range:$18.68 - $28.02

Hiring Salary Range: $18.68 - $23.34

Primary Responsibilities:

Provide quality member service delivery by telephone; process telephone transaction requests; provide rate information; process telephone inquiries regarding account information, credit union policies and procedures, when appropriate, transfer call to proper individual or department. Responsible for meeting corporate and department goals and objectives, including inbound and outbound calls. Duties must be accomplished in compliance with federal and state laws and in accordance with the credit union's policies and procedures and with constant attention to CAFCU's creed, vision, mission and goals.

Duties and Responsibilities:

• Provide quality member service delivery by telephone.
• Provide deposit, loan rate, and service information.
• Explain procedure and initiate stop payments.
• Explain procedure and initiate name and address changes.
• Record research requests. Deliver to appropriate personnel for forms distribution.
• Explain procedure to initiate direct deposits and ensure proper forms are mailed to member.
• Process internal transfers for loan payments.
• Assist members with problems and complaints: providing first contact resolution when at all possible.
• Explain credit union policies and procedures.
• Initiate the process for Commercial Money Orders and Wire Transfer requests.
• Process share withdrawal requests.
• Process funds transfers between accounts.
• Process payroll distribution requests.
• Possess strong knowledge of MARTI, Home Banking & On-line Bill Payment and assist members with usage.
• Participate in outbound sales call campaigns as needed.
• Recognize the need to ask for assistance from Member Center Supervisors or the Member Center Manager when needed.
• Meet corporate and department goals.
• Explain features and benefits of all credit union products and services.
• Recommend appropriate credit union products and services to members.
• Provide membership information: field of membership qualification and new account initiation.
• Keep appraised of all credit union product and procedure changes.
• Survey membership to ascertain service levels.
• Provide information on new and ongoing promotions.
• All other duties as assigned.

Qualifications:

• High school diploma or equivalent job experience.
• Minimum 1 year of service experience.
• Ability to communicate effectively and efficiently with others.
• Must possess strong problem-solving skills and the ability to manage stress and work under pressure.
• Previous call center experience a plus.
• Willing to work a flexible schedule and overtime as needed.
• Long-term Disability Insurance
• Critical Illness
• Life Insurance
• 401(k) match
• Profit sharing
• PTO
• Flexible Spending Account
• Tuition Reimbursement
• Pet Insurance

While performing the duties of this job, the employee is frequently required to sit, view information on a computer screen, and talk or hear. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Telephone conversations between Member Center Specialists and callers may be monitored or recorded for the purposes of training, coaching, feedback and quality assurance on an unannounced basis.