Member Experience Associate

Colonial Group; Town of Brookfield (WI); Vor Ort; USD 36.000 - 42.000; Vollzeit

Zusammenfassung

Landmark Credit Union is seeking a customer service-oriented professional to handle member inquiries mainly by phone, cross-sell services, and promote financial wellbeing. You will learn multiple systems and work with a collaborative team.

Responsibilities include handling transactions, educating members to self-serve, and ensuring policy compliance while delivering exceptional service to our members.

Qualifikationen

• High school diploma or equivalent and at least two years in customer service.
• Bilingual English/Spanish preferred.
• Ability to learn and use company systems.
• Excellent verbal and written communication; problem solving.
• Understand and follow company policies and laws.

Aufgaben

• Answers members phone inquiries and resolves issues.
• Processes transactions by telephone.
• Educates members to self-serve and reduce contacts.
• Uses various third-party systems.
• Cross-sell Landmark products and services.
• Performs other duties as assigned.

Kenntnisse

Customer service

Bilingual English/Spanish

Verbal communication

Written communication

Problem solving

Organizational skills

Independence

Ausbildung

High school diploma

Jobbeschreibung

At Landmark Credit Union, we succeed by putting people first - and that starts with you. Our culture of inclusion and collaboration enables us to support our members’ financial wellbeing, positively impact the communities we serve, and help our associates grow their careers. Bring your authentic self to work as part of an organization where you’ll feel valued for your unique qualities, are enabled to reach your full potential, and are recognized for your contributions to our success. We strive to ensure you feel empowered to grow and succeed, while also feeling valued and taken care of, as we all do our part to put people first. We invite you to learn more about this and other opportunities at Landmark Credit Union.

NATURE AND SCOPE

This position reports to the Manager, Member Experience. Provides expedient and efficient assistance to all types of member inquiries, primarily through phone contact, using a number of different systems and programs. Cross-sells Landmark products and services.

REQUIREMENTS

• 1. High school diploma or equivalent and a minimum two years of prior customer service experience.
• 2. Bilingual (English/Spanish speaking) candidates preferred.
• 3. Experience or ability to gain proficiency in all programs and systems used for this job.
• 4. Excellent verbal and written communication skills, problem solving skills, organizational skills and the ability to work independently.
• 5.Must develop a thorough understanding of company policies and procedures as they relate to the position. Must comply with all company policies and procedures and all job-related state and federal laws and regulations.

PRINCIPAL ACCOUNTABILITIES

• 1. Answers members’ phone inquiries regarding services and their personal accounts, finds solutions for problems or errors, and corrects them.
• 2. Performs transactions for the members per telephone request.
• 3. Educates members in order to self-serve, achieve first call resolution and reduce the amount of future contacts.
• 4. Utilizes various third party systems.
• 5. Proactively cross-sells other credit union services to the members.
• 6.Performs other duties as assigned.

EEO/Veterans/Disabled