Member Experience Associate

Oklahoma's Credit Union; Oklahoma City (OK); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

401(k) match up to 3%

Profit-sharing match 3%

Volunteer opportunities

Gym membership reimbursement

Medical coverage 90% paid

Dental, vision and life insurance paid

Job summary

Oklahoma's Credit Union in Oklahoma City is seeking a Member Experience Associate to provide outstanding member service across phone, live chat, and email. You will help members with account inquiries, transfers, and product information in a friendly, accurate manner.

The role emphasizes teamwork, accountability, and community focus, with training, benefits, and potential bilingual Spanish support.

Qualifications

• High school diploma or equivalent.
• Six months of customer service experience.
• Experience in a call center environment is preferred.
• Multi-lingual capabilities to include Spanish are a plus.

Responsibilities

• Provide outstanding member service and contribute to overall team effort.
• Fully understand and actively assist members in using credit union products and services.
• Assist members on the phone, in live chat or by email with general account inquiries and credit union information.
• Assist members with account-related requests and research, such as funds transfers, stop payments, inquiries about credit union deposit products and service charges, debit card usage and limits, accounts transactions, funds availability, and check verification requests by third parties.
• Troubleshoot member remote access channels and assist members with online banking, bill pay, and mobile deposit.
• Research and resolve member problems, acting as the member liaison between other departments when necessary.
• Answer basic member inquiries regarding interest rates, service charges and account histories while complying with disclosure requirements, regulations and member privacy policies.
• Perform member requested research, including printing statements and check copies;send documents to members to obtain signatures via secure email.
• Review daily, weekly and monthly reports as assigned; including money on deposit, inactive accounts, zero balance loans, large check deposits and referral reports.
• Assist Credit Union Shared Branches with Currency Transaction Reports, submit verifications of insurance, distribute incoming faxes, and review returned mail.
• Ensure confidentiality regarding member transactions and information.
• Ensure actions are compliant with all credit union policies and procedures.

Skills

Customer service

Call center experience

Spanish (bilingual)

Education

High school diploma or equivalent

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Member Experience Associate

3 days ago Requisition ID: 1178

ABOUT US:

Oklahoma's Credit Union has been happy to help Oklahomans for over 60 years. From the beginning, OKCU has sought to keep people economically independent by helping them learn to save and borrow responsibly. We have over half of a billion dollars in assets and employ over 135 people. OKCU offers branch access at over 91 locations across Oklahoma and over 5,000 locations nationwide. We serve over 46,000 people who enjoy benefits such as low or no fees on services, higher rates on deposits, and low rates on home or auto loans.

At OKCU, we are happy to guide you through a comprehensive training program to find a career path that works for you. Experience a robust benefits package and have a little fun along the way.

ABOUT YOU:

You really care about helping people in your community. You are always thinking of ways to make your job or life easier. You are the kind of person who likes to be held accountable, you don't want to leave anyone hanging! You love helping people do more with their money. You enjoy a happy place to work.

Join a community that puts people first, not profits. Want to learn more about who we are and what we're about? Take a look at what's important to us and hopefully it's important to you, too.

VISIT:

• okcu.org

This position is located in our phone center at our Capitol Branch, 3001 N Lincoln Blvd, OKC 73105.

ESSENTIAL FUNCTIONS:

• Provide outstanding member service and contribute to overall team effort.
• Fully understand and actively assist members in using credit union products and services.
• Assist members on the phone, in live chat or by email with general account inquires and credit union information.
• Assist members with account-related requests and research, such as funds transfers, stop payments, inquiries about credit union deposit products and service charges, debit card usage and limits, accounts transactions, funds availability, and check verification requests by third parties.
• Troubleshoot member remote access channels and assist members with online banking, bill pay, and mobile deposit.
• Research and resolve member problems, acting as the member liaison between other departments when necessary.
• Answer basic member inquiries regarding interest rates, service charges and account histories while complying with disclosure requirements, regulations and member privacy policies.
• Perform member requested research, including printing statements and check copies;send documents to members to obtain signatures via secure email.
• Review daily, weekly and monthly reports as assigned; including money on deposit, inactive accounts, zero balance loans, large check deposits and referral reports.
• Assist Credit Union Shared Branches with Currency Transaction Reports, submit verifications of insurance, distribute incoming faxes, and review returned mail.
• Ensure confidentiality regarding member transactions and information.
• Ensure actions are compliant with all credit union policies and procedures.

EDUCATION AND EXPERIENCE:

• High school diploma or equivalent.
• Six months of customer service experience.
• Experience in a call center environment is preferred.
• Multi-lingual capabilities to include Spanish are a plus.
• Employee medical coverage 90% paid by OKCU
• Employee dental, vision and life insurance paid by OKCU

BENEFITS FOR ALL ELIGIBLE EMPLOYEES:

• 401(k) contribution match of up to 3%, plus additional profit-sharing match of 3%
• Volunteer opportunities to serve the community
• Gym membership reimbursement
• And much more

Oklahoma's Credit Union is an EEO/AAP employer.