Member Experience Associate

Landmark Credit Union; Town of Brookfield (WI); On-site; USD 38,000 - 52,000; Full time

Job summary

Landmark Credit Union in Wisconsin seeks a bilingual customer service representative to support members by phone, navigate various systems, and cross-sell products. You will report to the Manager, Member Experience and play a key role in delivering efficient service.

Ideal candidates have a high school diploma, at least two years in customer service, and strong communication, problem-solving, and organizational skills.

Qualifications

• High school diploma or equivalent and at least 2 years of customer service experience.
• Bilingual English/Spanish preferred.
• Experience or ability to gain proficiency in all programs and systems used for this job.
• Excellent verbal and written communication, problem solving, and organizational skills; ability to work independently.

Responsibilities

• Answer members' phone inquiries regarding services and personal accounts; provide solutions and correct issues.
• Process transactions for members by telephone requests.
• Educate members to self-serve, aiming for first-call resolution and fewer future contacts.
• Utilize various third-party systems to access member information and services.
• Cross-sell Landmark products and services to members.
• Perform other duties as assigned by the Manager, Member Experience.

Skills

Customer service

Communication skills

Problem solving

Organizational skills

Independent work

Bilingual English/Spanish

Education

High school diploma or equivalent

Job description

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.