Member Service Advisor II

FRANKLIN MINT GROUP; Chadds Ford Township (PA); On-site; USD 29,000 - 40,000; Full time

Benefits offered by this job

Competitive salary

Performance bonus opportunities

Medical, Dental and Vision plans

401K with employer contribution and '

Job summary

Franklin Mint Federal Credit Union in Chadds Ford, PA, is seeking a full-time Member Service Center representative. You will handle a high volume of calls, perform transactions, and provide product knowledge and troubleshooting for online and mobile banking.

Responsibilities include expanding member relationships, promoting financial products, and maintaining strong service standards. A high school diploma is required, with 2 years of college preferred and prior financial services or call center

Qualifications

• Minimum of 2 years of related financial services or call center experience.
• High School Diploma/GED required.
• 2 years of college preferred.

Responsibilities

• Assist in meeting department goals by expanding member relationships through active selling of credit union products and services.
• Evaluate needs of new and existing members and offer appropriate financial products and services; identify referral opportunities.
• Respond to complex member inquiries about debit cards, IRAs, ACH, wires, rates, online and mobile banking, and bill pay.

Skills

Customer Service

Sales Skills

Communication

Problem Solving

Education

High School Diploma/GED

2 years college preferred

Tools

Microsoft Office

Job description

Job Details

Job Location: Member Service Center - Chadds Ford, PA, Position Type: Full Time, Education Level: High School, Salary Range: $21.39 - $28.93Hourly, 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 Responsibilities

• Assists 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 identification
• Maintains 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.

Qualifications: Education/Experience

• Minimum of 2 years of related financial services or call center experience required
• High School Diploma/GED required
• 2 years of college preferred.
• Secondary language skills desirable.

Other Qualifications

Strong demonstrated abilities required:

• Customer/Member Service
• Interpersonal/Team Player
• Motivated/Works Independently
• Sales/Negotiation Skills
• Analytical/Problem Solving
• Organizational Skills
• Detail Oriented
• Verbal/Written Skills
• Microsoft Office
• Prioritize/Multi-task

Also required:

• Ability to work a flexible schedule
• Must maintain confidentiality
• Strong listening skills
• Ability to service members by making them feel welcomed, engaged, and significant with every interaction

Physical Requirements

The 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 walking

Other Duties

This 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 salary
• Team Based Incentives and Performance Bonus Opportunities
• Referral Incentive Opportunities
• Generous Paid Time Off
• Medical, Dental and Vision plans
• Health Savings Account with employer contribution
• Flexible Spending Accounts
• 401K with employer contribution and match
• Employer paid life insurance/AD&D
• Supplemental insurance plan options
• Employer paid Short and Long term disability programs
• Paid Family Leave
• Tuition Reimbursement
• Training and Development Programs
• Paid Holidays
• Paid Volunteer Time Off
• Employee Assistance Programs
• Pet Insurance

Equal Employment Opportunity

FMFCU/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.