Member Service Representative

Everence Financial; Lancaster (Lancaster County); In loco; USD 34.000 - 52.000; Tempo pieno

Descrizione del lavoro

Everence Financial is recruiting for a Full-time Member Services Specialist to be the primary contact for members via phone, email, and digital channels. You will address inquiries, process transactions, resolve issues, and promote credit union products while ensuring compliance with policies and regulatory requirements.

You will assist with account inquiries, transfers, online banking, debit/credit support, and education on digital tools, aiming to deepen member relationships and satisfaction.

Competenze

• High school diploma or equivalent.
• Minimum 1 year customer service experience required (financial institution experience preferred).
• Call center experience preferred.

Mansioni

• Provide prompt, courteous, and professional service to members via phone, email, and other channels.
• Assist members with account inquiries, transactions, and service requests.
• Balance inquiries and transaction history.
• Transfers and payments.
• Debit/credit card support.
• Online and mobile banking assistance.
• Loan and deposit product information.
• Opening memberships and accounts via online requests.
• Research and resolve member concerns accurately and efficiently.
• Recommend appropriate credit union products and services to meet member needs.
• Educate members on digital tools and self-service options.
• Maintain detailed and accurate documentation of member interactions.
• Adhere to credit union policies, security procedures, and regulatory requirements (BSA, OFAC, etc.).
• Meet or exceed performance goals including call quality, productivity, and member satisfaction metrics.
• Participate in ongoing training and team meetings.

Conoscenze

Strong verbal communication

Active listening

Multitasking

Problem solving

Attention to detail

Bilingual

Formazione

High school diploma or equivalent

Strumenti

Microsoft Office

Core processing systems

Descrizione del lavoro

POSITION SUMMARY

Serves as the primary point of contact for members via phone, email, and digital channels. Responsible for delivering exceptional member service by addressing inquiries, processing transactions, resolving issues, and identifying opportunities to deepen member relationships. Promotes credit union products and services while ensuring compliance with all policies, procedures, and regulatory requirements.

RESPONSIBILITIES AND DUTIES

• Provide prompt, courteous, and professional service to members via phone, email, and other alternative channels.


• Assist members with account inquiries, transactions, and service requests including but not limited to:


• Balance inquiries and transaction history


• Transfers and payments


• Debit/credit card support


• Online and mobile banking assistance


• Loan and deposit product information


• Opening memberships and accounts via online requests.


• Research and resolve member concerns accurately and efficiently.


• Recommend appropriate credit union products and services to meet member needs.


• Educate members on digital tools and self-service options.


• Maintain detailed and accurate documentation of member interactions.


• Adhere to credit union policies, security procedures, and regulatory requirements (BSA, OFAC, etc.).


• Meet or exceed established performance goals including call quality, productivity, and member satisfaction metrics.


• Participate in ongoing training and team meetings.

QUALIFICATIONS

Education

• High school diploma or equivalent

Experience

• Minimum 1 year customer service experience required (financial institution experience preferred)


• Call center experience preferred

Skills and Abilities

• Strong verbal communication and active listening skills


• Ability to handle high call volumes with professionalism and efficiency


• Working knowledge of credit union products and services preferred


• Strong problem-solving skills and attention to detail


• Proficient in Microsoft Office and core processing systems


• Ability to multitask and navigate multiple systems simultaneously


• Bilingual, preferred

Alignment in supporting the Everence mission of empowering financial well-being for faith-inspired living

SUPERVISORY RESPONSIBILITIES: None

SCHEDULE: Full-time