Member Experience - Member Experience Associate

LANDMARK CREDIT UNION; Town of Brookfield (WI); On-site; USD 32,000 - 52,000; Full time

Job summary

Landmark Credit Union in Wisconsin is seeking a Customer Service Associate to support the Member Experience team. You will handle member inquiries by phone, process transactions, and help members self-serve while promoting Landmark products and services.

Ideal candidates have a high school diploma, at least two years of customer service experience, and bilingual English/Spanish skills. Excellent communication and independent work habits are essential in this role.

Qualifications

• High school diploma or equivalent and a minimum two years of prior customer service experience.
• Bilingual (English/Spanish speaking) candidates preferred.
• Excellent verbal and written communication skills, problem solving skills, organizational skills and the ability to work independently.

Responsibilities

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

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.