Member Service Advisor II

Franklin-Mint-Federal-Credit-Union-1; Brandywine Summit (PA); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Competitive salary

401K with employer match

Paid time off

Tuition reimbursement

Job summary

Franklin Mint Federal Credit Union is seeking a Member Services Associate to assist members with transactions and inquiries through online and mobile banking. You will promote loan products, resolve complex questions, and deliver high-quality service while safeguarding member information.

Responsibilities include handling transfers, payments, and maintenance across accounts, while identifying referral opportunities and maintaining confidentiality in all operations.

Qualifications

• Minimum of 2 years in financial services or call center.
• High School Diploma or GED required.
• Second language skills desirable.
• Confidentiality and compliance awareness required.

Responsibilities

• Assist members with transactions and inquiries via remote channels (online and mobile banking).
• Promote loan products and complete loan applications to support profitability.
• Address complex inquiries about debit cards, IRAs, ACH, wires, rates, online and mobile banking, and bill pay.
• Identify fraud and take steps to prevent future incidents.
• Maintain high service standards and customer satisfaction across all interactions.

Skills

Customer service

Sales skills

Analytical thinking

Interpersonal skills

Multitasking

Verbal communication

Written communication

Education

High School Diploma

Tools

Microsoft Office

Job description

SummaryAnswers a high volume of calls, helps members with transactions, questions, product knowledge and troubleshooting online and mobile banking related matters. Contributes to the generation of new business and provides ongoing relationship servicing with current members. Responsible for a strong understanding of all credit union products and services with the ability to identify and offer additional referral opportunities.Key ResponsibilitiesAssists in meeting department goals by expanding member relationships through active selling of credit union products and services in support of production and profitability goals.Evaluates needs of new and existing 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. Possesses a strong understanding of all functionality of FMFCU remote delivery systems, in an effort to service more complex member interactions. Educates members on the use of self-service technology. Accurately complete routine financial transactions including transfers, loan payments, stop payments, address changes, check orders, and maintenance on all types of accounts in accordance with established policy/procedures.Responds to complex member inquiries about debit cards, IRAs, ACH, wires, rates, online and mobile banking, and bill pay.Promotes loan products/services that benefit the member and completes loan applications.Professionally corresponds with members using all remote delivery channels with a sense of ownership. Thoroughly verifies member identificationMaintains high service standards established for the department. This includes high answer rates, low wait times, low abandonment ratios, and strong member satisfaction scores.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, along with their recommendations.Identifies fraud and prevent 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/ExperienceMinimum of 2 years of related financial services or call center experience requiredHigh School Diploma/GED required2 years of college 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.Ability to sit for extended periods; occasional standingFrequent use of hands/fingers for typing and operating standard office equipmentAbility to hear and speak clearlyVisual acuity to read computer screens and written documentsMinimal physical exertion; occasional walkingOther 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.