Member Service Representative

S3 Shared Service Solutions, LLC; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A Credit Union Service Organization is seeking a Member Service Representative to join their remote Contact Center team. This role involves answering calls related to membership and banking products while ensuring an excellent customer experience. Candidates should have 6 months of customer service experience, strong communication skills, and the ability to thrive in a fast-paced environment. Benefits include medical coverage, paid time off, and a competitive hourly wage.

Benefits

Group medical, dental, and vision coverage insurance

Generous Paid Time Off

401(k) With Employer Match

Employee Referral Program

Qualifications

• 6 months of experience in customer service is preferred.
• Thrives in a fast-paced customer service environment.
• Experience in a remote work environment with dual monitors is a plus.

Responsibilities

• Answer phone calls and assist with membership and banking questions.
• Complete required member verification and communicate with management.
• Specialize in either digital, cards, or loans-related inquiries.

Skills

Customer service experience

Written and verbal communication

Organizational skills

Detail oriented

Ability to work independently

Ability to navigate multiple platforms

Job description

About S3

We are excited to share that S3 was named a Top Workplace of 2022 and 2023 through the Baltimore Sun, 2023 Top Workplace in the USA as well as for leadership, and 2023 America’s most loved workplaces by Newsweek. Our commitment to teamwork and a positive attitude enables us to deliver service that generates quality results for our partners. If you join our team, we’ll invest in your learning and development through training programs designed to power your success.

S3 is a Credit Union Service Organization (CUSO) which is an organization, owned by credit unions. We serve credit unions by supporting their operations and delivering world class service. We support the credit union members with their loans, deposits and other financial needs to achieve their goals.

The Member Service Representative will be part of our talented remote Contact Center team. The Member Service Representative will answer phone calls to assist with questions and requests regarding membership, banking products, services, and rates while seeking to exceed member expectations with every interaction. We pride ourselves on delivering world class service in a collaborative and supportive team environment. Our success is dependent upon employees who are self-motivated, dependable, adaptable, a team player, and member focused.

S3 STAR Values

• Service
• Teamwork
• Attitude
• Results

Location: Remote

Top Job Responsibilities

• Answers phone calls and utilizes knowledge of credit union products, data systems, and web-based applications to provide information, answer questions, and assist with requests and concerns for both member and non-member callers.
• Completes required member verification, reviews accounts, relay company and credit union policy/procedures, and communicates with management or other S3 teams/departments as needed to remedy member service issues in a remote environment.
• Specializes in either digital, cards, or loans-related queue and processes related transactions.

Other Responsibilities And Opportunities

• Corresponds with other departments and management through email for additional requests or research.
• Additional job-related projects and duties as assigned by management.

Qualifications & Skills

• 6 months of experience in customer service is preferred.
• Excellent written and verbal communication.
• Thrives in a fast-paced customer service environment.
• Must be highly organized and detail oriented.
• Ability to work independently and prioritize work effectively.
• Ability to navigate and utilize multiple platforms/computer software simultaneously.
• Experience in a remote work environment with dual monitors is a plus.
• Works well in a structured and procedure driven position.

FLSA: Nonexempt

Perks And Benefits

• Group medical, dental, and vision coverage insurance
• Generous Paid Time Off
• Up to 11 Paid Holidays Per Year
• 401(k) With Employer Match and Discretionary Contribution
• Employee Referral Program
• Wellness Programs
• Peer-to-Peer Recognition Program
• Salary is $19.23/hour

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected status.

ADA Statement & Requirements

S3 is committed to the full inclusion of all qualified individuals. In keeping with our commitment, S3 will take steps to ensure that people with disabilities are provided reasonable accommodations.

Work Environment

This position operates in a professional office environment. This role uses standard office equipment such as computers, phones, photocopiers, filling cabinets and fax machines.

Cognitive Requirements

Constantly: Compile, copy and compare information; Analyze and compute information. Problem solving and critical thinking; Exercise good judgement/reasoning and resourcefully solve routine problems; Organize and handle multiple tasks and prioritize; Handle confidential/sensitive information; Exhibit excellent customer service skills

Occasionally: Perform basic mathematical computations

Physical Requirements

Constantly: Sit- Remaining in a seated position for long periods of time; Use hands/fingers for repetitive keyboard & hand motion; Speak coherently

Emotional Effort

Frequent short deadlines. Work environment hectic with continual periods of high stress.

Internal/External Interaction

Steady and ongoing with occasional periods of low volume.