Member Service Officer

Jobtailor; Spokane (WA); On-site; USD 42,000 - 58,000; Full time

Job summary

Jobtailor in Spokane, WA is seeking an experienced Member Service Center professional to provide comprehensive support across queues, coach new hires through the nesting period, and drive ongoing member service excellence. You will guide onboarding, help members with products and services, and contribute to organizational improvements.

The role emphasizes leadership, relationship-building, and delivering prompt, courteous service while ensuring knowledge of credit union policies and processes.

Qualifications

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

Responsibilities

• Provide assistance across all MSC queues.
• Assist nesting period support for MSC employees.
• Educate on new products, services, technology, and programs.
• Contribute to growth through leadership and goal attainment.
• Support all queues and contact channels in MSC.
• Maintain knowledge of credit union services, policies, and MSC functions.
• Provide prompt, professional member service.
• Support nesting program from day 15 to day 90 for new hires.
• Deliver real-time quality support to nesting specialists.
• Lead member recovery activities related to complaint management.
• Provide ongoing coaching and support to contact center staff.
• Recommend enhancements for MSC and organizational processes.

Skills

Communication skills

People management

Problem solving

Open-ended questions

Customer service

Education

High school diploma

Job description

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
• Responsible for providing 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 from day 15 to day 90
• 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
• Provide recommendations for MSC and organizational enhancements

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

Core Competencies

Demonstrates expertise in member service and support, with a focus on coaching, complaint management, and enhancing organizational processes. Strong ability to build relationships and provide solutions that help members achieve their financial goals.