Member Experience Advocate - Contact Center

Capital Credit Union; Kimberly (WI); On-site; USD 34,000 - 45,000; Full time

Job summary

Capital Credit Union in Wisconsin is seeking a customer service focused Member Service Representative to assist members by phone or in person, process basic transactions, and guide members to the right solutions.

You will maintain knowledge of online banking systems, promote products, and strive for first-contact resolution while building member relationships in a friendly, professional environment.

Qualifications

• Ability to read, write, and comprehend detailed instructions and memos.
• Ability to operate a multi-line switchboard and online terminals to process calls and basic member transactions.
• Comprehensive knowledge of Credit Union products and services.
• Strong communication and listening skills for diverse members and staff.
• Ability to exercise independent judgment to address member problems.

Responsibilities

• Operate a multi-line switchboard and assist members by telephone and/or electronic communication.
• Provide routine and detailed information to callers and refer to appropriate staff.
• Promote Credit Union products and services and schedule member appointments.
• Maintain knowledge of online banking systems to support members and employees.
• Aim for first-call resolution and assist in training new employees.

Skills

Telephone skills

Multiline switchboard

Computer literacy

Communication/listening

Customer service

Education

High school diploma

Tools

Nautilus Core System

MS Word

E-Services

Excel

Job description

Capital Credit Union in Wisconsin is seeking a customer service focused Member Service Representative to assist members by phone or in person, process basic transactions, and guide members to the right solutions.

You will maintain knowledge of online banking systems, promote products, and strive for first-contact resolution while building member relationships in a friendly, professional environment.