Member Contact Service Specialist

Community First Credit Union; Neenah (WI); On-site; USD 38,000 - 48,000; Full time

Job summary

Community First Credit Union is seeking a Member Contact Service Specialist in Wisconsin. You will engage with members by phone, explain banking products, and resolve issues in a fast-paced environment.

Responsibilities include handling transactions, providing online banking support, and maintaining high service levels while using multiple banking software systems. A strong communicator with call center experience is preferred.

Qualifications

• Excellent verbal communication skills.
• Ability to multi-task, prioritize, stay organized and follow up.
• Experience in financial services or call center environment.
• Familiarity with banking products and services preferred.

Responsibilities

• Provide exceptional service over the phone to members using multiple software systems.
• Maintain service level expectations and high call quality with a high volume of calls.
• Explain features/benefits of banking products; recommend products as appropriate.
• Process transactions such as share withdrawals, fund transfers, pre-authorized credit line advances, wires, check orders, and savings sub-shares.
• Provide account information related to balances, deposits, postings, and statements.
• Process ACH, payroll distributions, and TDs; assist with online banking setup and problem-resolution.

Skills

Customer service

Verbal communication

Call center experience

Multi-tasking

Problem solving

Education

High school diploma or equivalent

Associate's degree in banking or finance

Tools

Banking software

Web-based software

Job description

Description

We believe personal service matters. As our Member Contact Service Specialist, your excellent communication skills, love of fast-paced environments, and service mindset will enhance all you do. Your work will embody Community First's "find a way" promise by answering questions, processing transactions, providing education, and resolving issues. If you crave a work environment with life-friendly hours, a community-centered vibe, and where growing your financial skills will be nurtured, we should talk!

As our Member Contact Service Specialist with Community First, you will:

• Provide exceptional, WOW service over the phone to our internal and external members using multiple software systems to support that relationship
• Maintain CFCU service level expectations and consistent call quality while handling a high volume of calls
• Explain features and benefits of all credit union products and services; recommend products and services to members as appropriate
• Process share withdrawal requests, fund transfers, pre-authorized credit line advances, outgoing wires, check orders, certificate renewals, and opening of savings sub-shares
• Provide account information related to balances, check clearings, deposits, postings, and statements
• Process, record, and follow up on ACH, payroll distribution requests, and TDs
• Provide online banking and bill payer set-up, support, and problem-resolution for members and branch staff

We are open in the Member Contact Center from 7 a.m. to 6 p.m. Monday through Friday, and on Saturdays from 7 a.m. to 1 p.m. The schedule for this position encompasses our hours of operation, including a rotating Saturday morning.

An ideal candidate will have a combination of:

• A high school diploma or equivalent; Associate's degree in banking or finance is a plus
• Two years of experience in financial services or a call center environment
• Exceptional verbal communication skills, as well as advanced ability to multi-task, prioritize, stay organized, and follow up
• Strong knowledge and experience of web-based software programs
• Commitment to member service and a passion for seeking solutions
• The ability to work hard, find solutions and have fun

Equal Opportunity Employer
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