Member Experience Specialist — Call Center

ADP, Inc.; Aberdeen (WA); On-site; USD 25,000 - 32,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Employee assistance program

Health insurance

Health savings account

Life insurance

Paid time off

Parental leave

Referral program

Vision insurance

Job summary

ADP, Inc. in Aberdeen, WA seeks a Call Center Member Service Representative to liaise with current and prospective members and solve issues with member satisfaction at the core.

You will manage calls, texts, and chats, identify needs, and perform routine transactions with accuracy. You will also upsell products, build relationships, and participate in ongoing training to meet team goals while supporting security and policy information.

Qualifications

• Entry level MSR1; pay rate depends on experience.
• High school diploma or equivalent.
• Strong communication skills for a public, often stressful environment.
• Experience in sales, customer/member service, and phone etiquette.
• Employees must be able to lift up to 30 pounds and work in a standard office setting.
• Ability to stand or sit for long periods with accommodations available.

Responsibilities

• Provide outstanding member service and satisfaction.
• Handle large volumes of inbound/outbound calls, texting, and chat.
• Identify member needs, clarify information, research issues and provide solutions.
• Perform routine member transactions (deposits, loan payments, transfers) accurately.
• Upsell products and services when opportunities arise.
• Build relationships and go the extra mile for members.
• Maintain records for follow-up calls or investigations.
• Attend trainings to improve knowledge and performance.
• Meet personal/team sales and qualitative/quantitative goals.
• Provide information on CU services, policies, eligibility, accounts, and rates.
• Support department security and assist coworkers as needed.
• Ongoing training and development.

Skills

Member focus

Sales targets

Phone & chat

Multi-line phones

Adaptability

Time management

Text/Video/Chat

Education

High school diploma

Job description

ADP, Inc. in Aberdeen, WA seeks a Call Center Member Service Representative to liaise with current and prospective members and solve issues with member satisfaction at the core.

You will manage calls, texts, and chats, identify needs, and perform routine transactions with accuracy. You will also upsell products, build relationships, and participate in ongoing training to meet team goals while supporting security and policy information.