Member Service Representative (Buffalo Region)

Broadview FCU; Buffalo (NY); Hybrid; USD 35,000 - 50,000; Full time

Job summary

Broadview FCU in Buffalo, NY, seeks a Member Service Representative (MSR) to deliver exceptional service and assistance to credit union members.

The role includes handling inquiries, processing transactions, and ensuring compliance. Training will occur in Albany, NY, with the intention of transitioning to a hybrid model.

Candidates should possess customer service experience and effective communication skills. Join Broadview FCU for a career that emphasizes personal and professional growth.

Qualifications

• Minimum High School or Equivalent required.
• Preferred: Associates Degree in Business, Finance, or Related field.
• Proven customer service experience required.
• Excellent communication skills needed, both verbal and written.
• Ability to multitask in a fast-paced environment.
• Strong problem-solving skills and attention to detail desirable.
• Computer proficiency required.
• Flexibility to work various shifts necessary.
• Bilingual candidates are encouraged to apply.

Responsibilities

• Handle member inquiries with a goal of first call resolution.
• Provide accurate information about products and services.
• Process financial transactions on member accounts efficiently.
• Open and close deposit accounts and submit disputes.
• Make decisions on fee-refunds within defined parameters.
• Resolve member concerns ensuring regulatory compliance.

Skills

Customer service experience

Communication skills

Problem-solving skills

Attention to detail

Multitasking ability

Bilingual skills

Education

High School or Equivalent

2 year / Associates Degree in Business or Finance

Tools

Call center software

Computer applications

Job description

Overview

If you are ready to join a company that truly cares about its employees, our members, and our community then you have come to the right place! This position is currently remote with the intention of moving to a hybrid model in the future. Two and a half weeks of training in Albany, NY is required for this position. Broadview will provide your hotel for this training.

Summary of Role: In the role of Member Service Representative (MSR), this individual will deliver consultative service and assistance to credit union members over the phone. The MSR will also facilitate targeted referrals to internal business partners, contributing to the development of deeper member relationships. The role involves educating members on credit union products, ensuring compliance with policies and regulations, and providing assistance with account maintenance.

Responsibilities

• Handle member inquiries of moderate to advanced complexity with a goal of first call resolution and limited escalation by leveraging departmental tools and handling call types such as online banking, loan inquiries, stop payments, debit card issues, credit card inquiries, and ACH transactions.
• Provide accurate information about products, services, and promotions.
• Process financial transactions on members’ accounts in an efficient and effective manner.
• Review, qualify, open and close deposit accounts and ATM/debit cards and submit disputes.
• Process credit card payments, transfers, fees, and all related tasks accurately.
• Make decisions on fee-refunds within defined relationship parameters and authority thresholds.
• Act as a member advocate and handle difficult conversations with professionalism and courtesy.
• Resolve members’ concerns while ensuring regulatory compliance.
• Stay updated on product knowledge and company policies.

Minimum Qualifications

• Minimum: High School or Equivalent.
• Preferred: 2 year / Associates Degree in Business, Finance, or Related field from an accredited institution.
• Proven customer service experience or relevant work experience.
• Excellent communication skills, both verbal and written.
• Ability to multitask and work in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Proficient in using call center software and computer applications.
• Flexibility to work various shifts, including weekends.
• Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.
• 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 status protected by applicable law.

Accessibility and Additional Information

Broadview FCU is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our Website or need assistance completing the application process, please contact us at [e-mail]

At Broadview FCU, your career is so much more than a job. Grow personally and professionally with access to opportunities to apply your strengths and unleash your potential. Broadview’s success is propelled by every employee. As we work together to serve members and our communities, our collective talents produce superior financial solutions and exceptional service that are uniquely Broadview FCU.