Member Service Representative

Kansas City Credit Union; Eastwood (MO); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Paid time off

Professional development

Inclusive environment

Job summary

Kansas City Credit Union is seeking a friendly and professional Member Service Representative to serve as the first point of contact for members. The role involves assisting with account inquiries, educating members about products, and processing transactions in a fast-paced retail banking environment.

The ideal candidate will have strong communication skills, a customer-centric attitude, and the ability to handle multiple tasks while maintaining accuracy and confidentiality.

Qualifications

• High school diploma or equivalent; additional education is a plus.
• Experience in customer service or related roles.
• Excellent communication and active listening skills.
• Ability to handle inquiries and resolve conflicts calmly.
• Proficient with CRM systems and office software.
• Detail-oriented and organized; able to manage multiple tasks.

Responsibilities

• Provide exceptional customer service via phone, email, and in-person interactions.
• Assist members with account inquiries, updates, and changes.
• Educate members about products and services, promoting features and benefits.
• Process transactions, including deposits, withdrawals, and transfers.
• Identify and escalate complex issues to appropriate departments with timely follow-up.
• Maintain a thorough knowledge of products, services, policies, and procedures.
• Conduct member outreach initiatives to gather feedback and engagement.
• Collaborate with team members and other departments to streamline processes and improve service quality.
• Maintain confidentiality of member information and adhere to regulatory compliance.

Skills

Customer service

Communication

Team player

Active listening

Multi-tasking

Education

High school diploma or equivalent

Tools

CRM systems

Microsoft Office

Job description

Job Title: Member Service Representative

Location: 5110 Ararat Dr, Kansas City, MO
Job Type: Full-Time
Department: Retail Banking
Reports To: AVP Retail Banking

Company Overview:
Kansas City Credit Union is dedicated to providing exceptional service and support to our members. We pride ourselves on fostering a welcoming and supportive environment that empowers our team and enhances the experiences of those we serve. Join us in our mission to deliver outstanding member experiences and to be a leader in our industry.

Job Summary:
The Member Service Representative (MSR) serves as the first point of contact for our members, providing high-quality customer service in a professional and efficient manner. The MSR will assist members with a variety of inquiries regarding their accounts, products, and services. The ideal candidate will possess excellent communication skills, a customer-centric attitude, and a passion for helping others.

Key Responsibilities:

• Provide exceptional customer service via phone, email, and in-person interactions, addressing member inquiries and resolving issues promptly.


• Assist members with account inquiries, updates, and changes, ensuring accurate information is provided.


• Educate members about products and services, promoting features and benefits to enhance member satisfaction and engagement.


• Process transactions, including deposits, withdrawals, and account transfers while adhering to security policies and procedures.


• Identify and escalated complex issues to appropriate departments while ensuring timely follow-up with members.


• Maintain a thorough knowledge of company products, services, policies, and procedures to effectively assist members.


• Conduct member outreach initiatives to gather feedback and enhance member engagement.


• Collaborate with team members and other departments to streamline processes and improve overall service quality.


• Maintain confidentiality of member information and adhere to all regulatory compliance and company policies.

Qualifications:

• High school diploma or equivalent; additional education or relevant experience is a plus.


• Previous experience in customer service, sales, or a related role preferred.


• Strong communication skills, both verbal and written, with a focus on active listening.


• Ability to handle inquiries and resolve conflicts in a calm and professional manner.


• Proficiency in using computer systems, software, and basic office equipment; experience with CRM systems is a plus.


• Detail-oriented with strong organizational skills to manage multiple tasks effectively.


• A team player with a positive attitude and a commitment to excellence in service.


• Availability to work flexible hours, including evenings and weekends, as needed.

What We Offer:

• Competitive salary and benefits package, including health insurance, retirement plans, and paid time off.


• Opportunities for professional development and career advancement.


• A supportive and inclusive work environment that values diversity and teamwork.

Kansas City Credit Union is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.