Member Service Officer

Jobtailor; Anchorage (AK); On-site; USD 36,000 - 48,000; Full time

Job summary

Jobtailor in Anchorage, AK seeks a dedicated Member Service Officer to support the Nesting Program, assist in MSC queues, and deliver prompt, courteous service to members. You will coach new hires, help implement new products and processes, and contribute to credit union growth through leadership activities.

Strong communication, relationship-building and problem-solving skills are essential, along with the ability to manage personnel and maintain knowledge of credit union services and policies.

Qualifications

• High school graduate or equivalent.
• Passion for helping people and building relationships to assist members meet financial goals.
• Strong communication and personnel management skills.
• Ability to effectively ask open-ended questions, problem solve and provide solutions.

Responsibilities

• Provide assistance across all MSC queues.
• Assist in supporting new knowledge and job functions during the nesting period(s) to MSC employees.
• Provide support regarding new products, services, technology, and new programs and processes to encourage change.
• Contribute to the growth of the credit union by achieving individual and business line goals through leadership activities.
• Support all queues and contact channels in the Member Service Center.
• Maintain knowledge of credit union services, related policies and procedures, and Member Service Center business unit functions.
• Provide prompt, professional, knowledgeable, and courteous member service.
• Actively participate in the Nesting Program by supporting new hires during their transition from classroom training to the production environment.
• Deliver real-time quality support to specialists throughout their nesting period.
• Lead member recovery support activities in relation to complaint management processes.
• Provides ongoing coaching and support to contact center employees.

Skills

Strong communication

Relationship building

Problem solving

Personnel management

Education

High School Graduate or Equivalent

Job description

• Provide assistance across all MSC queues
• Assist in supporting new knowledge and job functions during the nesting period(s) to MSC employees
• Provide support regarding new products, services, technology, and new programs and processes to encourage change
• Contribute to the growth of the credit union by achieving individual and business line goals through leadership activities
• Support all queues and contact channels in the Member Service Center
• Maintain knowledge of credit union services, related policies and procedures, and Member Service Center business unit functions
• Provide prompt, professional, knowledgeable, and courteous member service
• Actively participate in the Nesting Program by supporting new hires during their transition from classroom training to the production environment
• Deliver real-time quality support to specialists throughout their nesting period
• Lead member recovery support activities in relation to complaint management processes
• Provides ongoing coaching and support to contact center employees

Requirements

• High school graduate or equivalent
• Passion for helping people and the drive to build relationships that assist members meet financial goals
• Strong communication and personnel management skills
• Ability to effectively ask open-ended questions, problem solve and provide solutions
• Member Service Officer, Category 11, requires performance that meets or exceeds expectations as stated on the Employee Success Profile and/or employee evaluation

Core Competencies

Demonstrates strong member service skills, effective communication, and personnel management abilities while providing support and coaching to new hires and existing employees in a credit union environment.

Soft Skills

• Strong Communication
• Personnel Management
• Relationship Building
• Problem Solving

Certifications & Qualifications

• High School Graduate or Equivalent