MEMBER SERVICE CENTER REPRESENTATIVE

Cross Valley Federal Credit Union; Wilkes-Barre (Luzerne County); On-site; USD 34,000 - 52,000; Full time

Job summary

Cross Valley Federal Credit Union is seeking a Full Time Member Service Center Solutions Specialist/Call Center to assist members via phone and electronic channels. The role emphasizes sales and service, with a focus on understanding member needs and promoting credit union products.

Responsibilities include handling inquiries across multiple channels, outbound follow-ups, cross-selling, and ensuring accurate documentation. Occasional teller-line support and adherence to policies are required.

Qualifications

• Excellent communication, teamwork, and interpersonal skills.
• Excellent documentation skills.
• Phone and electronic correspondence etiquette.
• Ability to demonstrate empathy.
• Organizational and time management skills.
• Ability to multi-task.
• Familiarity with PCs, technology and applicable software.
• Bi-lingual in English and Spanish preferred.

Responsibilities

• Answer member inquiries across channels: phone, ITMs, email, Home Banking, and systems.
• Make outbound calls to obtain information, provide follow-up, and resolve requests.
• Provide answers, solve issues, or route to appropriate team member for follow-up.
• Cross-sell products and services; educate members to enable self-serve options.
• Document member interactions clearly and efficiently.
• Strive to meet individual sales targets and support branch goals.
• Maintain knowledge of all products and services offered.
• Follow internal policies, procedures, laws and regulations.
• Fill in as Member Solutions Specialist on the teller line when needed.
• Perform other duties as assigned by management.

Skills

Communication

Teamwork

Documentation

Phone/Email etiquette

Empathy

Time management

Multitasking

Bilingual EN/ES

Job description

Description

Job Title:

Full Time Member Service Center Solutions Specialist/Call Center

SUMMARY

The purpose of the Member Service Center Solutions Specialist is to assist members on the phone and other electronic channels with any questions, concerns, or inquiries. Promotes a sales and service culture, by actively recommending credit union products and services to fit member individual needs. Provides superior service, supports branch growth and demonstrates understanding of compliance and credit union standards and performs member engagement through all phone and electronic channels.

ESSENTIAL FUNCTIONS:

• Answer member inquiries through all channels to include but not limited to: phone calls, ITMs, email, Home Banking, and other systems.


• Makes outbound calls as needed to obtain information, provide follow up, and resolve member requests.


• Provides answers, solves issues, and/or assigns appropriate team member for follow-up/resolution.


• Cross selling products and services while interacting with members and educates members on services provided to enable them to use self-serve options.


• Ability to document member interactions clearly and efficiently.


• Strive to achieve individual sales targets: in addition, participate as a team player in meeting branch cross sell and member satisfaction goals.


• Maintains knowledge of all products and services offered.


• Maintains awareness, understanding, and compliance with the Credit Unions internal policies and procedures, laws and regulations appropriate for this position.


• Fill in as needed as a Member Solutions Specialist on the teller line in branches.


• Other duties as assigned by Branch, Senior, and Executive Management.

CORE COMPETENCIES AND SKILLS:

Excellent communication, teamwork, and interpersonal skills

Excellent documentation skills

Phone and Electronic correspondence etiquette

Ability to demonstrate empathy

Organizational and time management skills

Being able to multi-task

Strong financial, problem-solving and analytical skills

Familiarity with PCs, technology and applicable software

Bi-lingual being able to understand and communicate in both English and Spanish preferred.