Member Service Advisor – Contact Center

Northwest Credit Union Association; United States; Remote; USD 35,000 - 50,000; Full time

Job summary

A leading credit union is seeking a member service representative who excels in building relationships and providing personalized financial solutions. The ideal candidate will have strong communication skills and experience in sales or customer service. Responsibilities include assisting members with applications, resolving account issues, and promoting financial products. Join a team dedicated to excellent member service and contribute to the success of our community-focused organization.

Qualifications

• Two or more years of experience in sales or customer service.
• Ability to drive sales through member engagement.

Responsibilities

• Build effective relationships with members and implement financial solutions.
• Conduct outbound calls to follow up on inquiries.
• Handle transaction requests and resolve account issues.

Skills

Interpersonal Skills

Communication

Analytical Skills

Problem-Solving

Sales Skills

Education

High School Education

College Degree

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

• Build effective relationships with members, efficiently uncovering and implementing personalized financial solutions.
• Articulate the benefits and features of our products and services while assisting members with basic financial planning and budgeting.
• Complete membership and loan applications with members.
• Achieve production and service benchmarks.
• Conduct outbound calls to members to follow-up on inquiries and provide potential solutions to members.
• Research and resolve member account issues.
• Handle transaction requests, such as transfers, loan payments, deposits, disputes and stop pays.
• Conduct dual control and auditing functions.
• Refer members to third party partners for alternative financial products and services when appropriate.
• Rotate various activities ensuring proper team coordination to provide excellent member service.
• Inform and train members regarding convenience of Mobile and Remote services.
• Comply with all department and company policies, procedures and regulations.

These are not to be construed as exclusive or all-inclusive. Additional duties may be required and assigned. This list of duties and responsibilities is subject to change without notice.

QUALIFICATIONS

The requirements listed in this description are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions of the job.

Required Education and Experience

• A high school education.
• Two or more years of experience utilizing sales or customer service skills, or the equivalent combination of schooling and related experience

Preferred Education and Experience

• College Degree
• Experience in call center, handling loan applications, and/or sales.
• Experience in a retail environment of a bank or Credit Union.

Knowledge and Abilities

• This position requires a perceptive person who is capable of relating to individuals at all levels. As unique situations present themselves, the individual must be sensitive to Credit Union needs and member and employee goodwill.
• Professional, well-developed interpersonal skills, with excellent verbal and written communication skills.
• Excellent member service skills, attentiveness, information retention, tact and diplomacy in dealing with both members and co-workers.
• A positive, can-do attitude with inquisitive curiosity.
• Ability to drive sales through engagement of members, solution selling, and sharing product knowledge.
• Resiliency and extreme adaptability in a fast-paced environment.
• Strong analytical and problem-solving skills; detail-oriented with a high degree of accuracy.
• Competence with office machinery.
• Familiarity with Microsoft Word, Excel, and Outlook software.
• Ability to learn all internal computer programs essential to job junctions.
• Ability to make sound decisions. This may include making on-the-spot decisions regarding member transactions; weighing member satisfaction issues with the Credit Unions’ exposure to loss or fraud and the ability to think through and rationalize decisions.
• Ability to maintain member confidentiality.
• Knowledge of the credit union and competitor’s products and services, pricing, delivery mechanisms, and marketing approaches.

Physical Requirements

• While this position is primarily sedentary, while performing the essential duties of the position the employee may be required to stand, sit, walk, stoop, kneel, talk, see and hear. The nature of this position requires physical mobility and the ability to occasionally lift and/or move a maximum of 50 pounds. This position may include prolonged periods of time working on a computer and looking at a monitor screen.

Position Requirements

• Core operating hours of 7:45 AM to 5:15 PM Monday – Thursday (5:45 PM Friday), with occasional Saturday shifts of 8:45 AM to 12:15 PM. Travel and time spent outside office may be required.
• Requirement to be bonded. Successful background check including personal credit report and criminal record.

Disclaimer

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.