Member Experience Specialist

CommunityAmerica Federal Credit Union; Lenexa (KS); On-site; USD 32,000 - 42,000; Full time

Job summary

CommunityAmerica Federal Credit Union in Lenexa, Kansas is seeking a Member Service Representative to deliver prompt, professional financial support to members by phone and written communication, focusing on a positive member experience and strong relationship building.

This role involves educating members on products and services, processing transactions, following verification procedures, collaborating with internal teams, and meeting performance goals in a fast-paced contact center.

Qualifications

• High school diploma or equivalent.
• One year of experience in a financial institution or customer service position.
• Associate or bachelor's degree preferred.
• Ability to function in a high-volume environment with confidentiality.
• Strong communication and problem-solving skills.

Responsibilities

• Determine member needs and educate them on appropriate products and services.
• Follow verification procedures to protect member data and accounts.
• Provide quality service that exceeds member expectations using available resources for quick resolution.
• Partner with internal and external departments to resolve inquiries and issues.
• Process account transactions accurately at the member's request.
• Research member questions and communicate resolutions clearly.
• Meet minimum performance goals per contact center scorecard.
• Advocate and promote open communication across the credit union.
• Demonstrate behaviors aligned with the credit union's values and leadership.
• Collaborate with internal departments to optimize workflows.

Skills

High-volume environment

Multi-tasking

Teamwork

Confidentiality

Conflict resolution

Communication skills

Schedule adherence

Bonding eligibility

Education

High school diploma or equivalent

One year of experience in a financial institution or customer service position

Associate or bachelor's degree

Job description

CommunityAmerica Federal Credit Union in Lenexa, Kansas is seeking a Member Service Representative to deliver prompt, professional financial support to members by phone and written communication, focusing on a positive member experience and strong relationship building.

This role involves educating members on products and services, processing transactions, following verification procedures, collaborating with internal teams, and meeting performance goals in a fast-paced contact center.