Member Contact Center Representative

Everwise Credit Union; Indiana (PA); On-site; USD 22,000 - 31,000; Full time

Job summary

Everwise Credit Union is seeking a Member Services Representative to assist members by phone or other delivery channels, answering questions, performing transactions and resolving issues to ensure quality service. Timely service strengthens members' financial relationships with the Credit Union.

The role requires clear communication, basic financial knowledge, and the ability to multi-task in a fast-paced environment, with hours including weekends and holidays.

Qualifications

• High School Diploma or GED or equivalent.
• 1–2+ years in financial services or customer service/call center experience.

Responsibilities

• Provide courteous and efficient service to members by phone or other channels.
• Identify opportunities to promote credit union products and services.
• Utilize computer applications to assist member support.
• Strive for first contact resolution and build lasting member relationships.
• Maintain high quality metrics such as member satisfaction and accuracy.
• Contribute to unit and corporate goals.
• Assume additional responsibilities for the Credit Union's growth.
• Variability in hours including weekend and holiday hours.

Skills

Verbal communication

Written communication

Phone skills

Analytical skills

Computer literacy

Data entry

Multitasking

Customer service

Education

High School Diploma or GED

Tools

Windows OS

MS Excel

MS Word

Job description

Job Description
Position Summary:
Assists members via telephone or other delivery channels with their financial needs by answering questions, performing financial transactions, resolving issues and providing information to ensure quality service. Timely service the needs of the members and enhance their financial relationships with the Credit Union.
Primary Responsibilities And Duties

• Responsible for providing courteous and efficient service to members and team members over the phone or preferred delivery channel.
• Identify opportunities to promote credit union products and services to retain members and increase wallet share.
• Utilize various computer applications to assist with member support and satisfaction.
• Strive to provide first contact resolution and build lasting member relationships through exceptional service.
• Responsible for maintaining a high level of quality such as Member Satisfaction, accuracy, phone management and more as defined by management.
• Contribute to Unit and Corporate goals.
• Assumes additional responsibilities as necessary for the continued growth and advancement of the Credit Union.
• Variability in hours including weekend and holiday hours.

Knowledge/Skills

• Clear verbal and written communication, listening, and human relation skills
• Excellent phone communication skills using clear and pleasant voice
• Basic analytical, mathematical, organizational and decision-making skills
• Computer literacy skills with using Windows environment, spreadsheet and word processing software.
• Data entry skills
• Ability to multi-task
• Able to work in a fast-paced and diverse environment
• Ability to sit and/or stand at a desk for extended period.

Minimum Requirements

• High School Diploma, GED or equivalent skills and abilities.
• Basic knowledge of financial services generally acquired by one or more years working within the financial services area or minimum of two years’ customer service and/or call center experience.

Base pay: Starting at $19.00/hour.
Pay is dependent upon the pay range and the incumbent’s knowledge, skills and experience.
Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.