Member Service Advisor I/Hybrid

Franklin Mint Federal Credit Union, Inc.; Brandywine Summit (PA); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Competitive salary

Team incentives

Referral bonus opportunities

Generous Paid Time Off

Health, dental, and vision plans

401(k) with employer match

Life insurance

Tuition reimbursement

Job summary

Franklin Mint Federal Credit Union, Inc. is seeking a friendly Member Service Representative to help FMFCU members with transactions, inquiries, and product knowledge. You will guide members toward financial success by assessing needs and presenting suitable solutions.

In this role you will handle routine transactions, answer questions, promote digital tools, and maintain security and confidentiality. Excellent communication and problem-solving skills are essential.

Qualifications

• High School Diploma or GED required.
• Customer service experience in retail or financial services preferred.
• Ability to maintain confidentiality and handle sensitive information.

Responsibilities

• Accurately completes routine financial transactions including transfers, loan payments, stop payments, verify funds, address changes, check orders, and maintenance on accounts.
• Responds to general member inquiries and educates members on self-service technology.
• Identifies needs and offers appropriate financial products and services; refers to internal/external partners as needed.
• Maintains high service standards with strong member satisfaction and low wait times.
• Adheres to regulatory requirements (BSA/OFAC) and protects member information.

Skills

Customer service

Interpersonal skills

Sales/Negotiation

Analytical/Problem solving

Organizational skills

Detail oriented

Verbal/written skills

Microsoft Office

Multi-tasking

Active listening

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

SummaryAnswers a high volume of calls, helps members with transactions, questions, and product knowledge. The representative has a strong desire to help FMFCU members achieve financial success and commits to offering products and services through assessing needs.Key ResponsibilitiesAccurately completes routine financial transactions including transfers, loan payments, stop payments, verify funds, address changes, check orders, and maintenance on all types of accounts in accordance with established policy/procedures.Responds to general member inquiriesPossesses a basic understanding of all functionality of FMFCU remote delivery systems, in an effort to service more routine member interactions. Educates members on the use of self-service technology. Maintains high service standards established for the department. This includes high answer rates, low wait times, low abandonment ratios, and strong member satisfaction scores thoroughly verifying member identification,Evaluates needs of potential members and offers appropriate financial products and services. Looks for referral opportunities to internal and external partners, such as eBranch, Wealth Management, Mortgage, insurance, credit card, etc.Operates various programs/software to accurately and efficiently assist members.Analyzes, researches, and resolves problems and discrepancies related to member accounts in an effort to provide first contact resolution. Refers problems that are beyond their authority to their supervisor.Identifies fraud and prevents future fraud.Ensures all credit union members and employee-related business is kept in the strictest of confidence which includes maintaining a secure work space at all times.Participates in and supports community events.Performs other duties as assigned.Is responsible for adhering to operational controls, including compliance with all required regulations and policies such as the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) to ensure the safety and soundness of Franklin Mint Federal Credit Union and its members.Education/Experience1 year demonstrated ability to succeed in retail or call center environment required.High School Diploma or GED required.Previous experience working in a financial institution preferred.Secondary language skills desirable.Other QualificationsStrong demonstrated abilities required:Customer/Member ServiceInterpersonal/Team PlayerMotivated/Works IndependentlySales/Negotiation SkillsAnalytical/Problem SolvingOrganizational SkillsDetail OrientedVerbal/Written SkillsMicrosoft OfficePrioritize/Multi-taskAlso required:Ability to work a flexible scheduleMust maintain confidentialityStrong listening skillsAbility to service members by making them feel welcomed, engaged, and significant with every interactionPhysical RequirementsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, and sit. This position requires standing, walking, bending, reaching, grasping, and typing. The employee may occasionally lift and/or move items under 15 pounds. Specific vision abilities required by this job include close vision and distance vision.Other DutiesThis job description is not intended to be an all-inclusive list of responsibilities required for this job. Responsibilities may be assigned or changed at any time.What we offer to our team members:A competitive salaryTeam Based Incentives and Performance Bonus OpportunitiesReferral Incentive OpportunitiesGenerous Paid Time OffMedical, Dental and Vision plansHealth Savings Account with employer contributionFlexible Spending Accounts401K with employer contribution and matchEmployer paid life insurance/AD&DSupplemental insurance plan optionsEmployer paid Short and Long term disability programsPaid Family LeaveTuition ReimbursementTraining and Development ProgramsPaid HolidaysPaid Volunteer Time OffEmployee Assistance ProgramsPet InsuranceEqual Employment OpportunityFMFCU/SFN is an equal opportunity employer and prohibits discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), age (40 and over), national origin or ancestry, physical or mental disability, genetic information, veteran status, uniformed service member status or any other status protected by federal, state or local law.Offered pay rate for this position typically aligns with the minimum to midpoint of the salary range and varies based on factors such as qualifications and experience, budget, and internal alignment.