Member Experience Specialist

Everence Financial; Lancaster (Lancaster County); In loco; USD 34.000 - 52.000; Tempo pieno

Descrizione del lavoro

Everence Financial is recruiting for a Full-time Member Services Specialist to be the primary contact for members via phone, email, and digital channels. You will address inquiries, process transactions, resolve issues, and promote credit union products while ensuring compliance with policies and regulatory requirements.

You will assist with account inquiries, transfers, online banking, debit/credit support, and education on digital tools, aiming to deepen member relationships and satisfaction.

Competenze

• High school diploma or equivalent.
• Minimum 1 year customer service experience required (financial institution experience preferred).
• Call center experience preferred.

Mansioni

• Provide prompt, courteous, and professional service to members via phone, email, and other channels.
• Assist members with account inquiries, transactions, and service requests.
• Balance inquiries and transaction history.
• Transfers and payments.
• Debit/credit card support.
• Online and mobile banking assistance.
• Loan and deposit product information.
• Opening memberships and accounts via online requests.
• Research and resolve member concerns accurately and efficiently.
• Recommend appropriate credit union products and services to meet member needs.
• Educate members on digital tools and self-service options.
• Maintain detailed and accurate documentation of member interactions.
• Adhere to credit union policies, security procedures, and regulatory requirements (BSA, OFAC, etc.).
• Meet or exceed performance goals including call quality, productivity, and member satisfaction metrics.
• Participate in ongoing training and team meetings.

Conoscenze

Strong verbal communication

Active listening

Multitasking

Problem solving

Attention to detail

Bilingual

Formazione

High school diploma or equivalent

Strumenti

Microsoft Office

Core processing systems

Descrizione del lavoro

Everence Financial is recruiting for a Full-time Member Services Specialist to be the primary contact for members via phone, email, and digital channels. You will address inquiries, process transactions, resolve issues, and promote credit union products while ensuring compliance with policies and regulatory requirements.

You will assist with account inquiries, transfers, online banking, debit/credit support, and education on digital tools, aiming to deepen member relationships and satisfaction.