Member Service Representative (Call Center) $20/hr.

Broadview FCU; City of Albany (NY); Hybrid; USD 22,730 - 32,373; Full time

Benefits offered by this job

Competitive benefits package

Job summary

A credit union is seeking a Member Service Representative in Albany, NY. This full-time position involves assisting members over the phone, resolving issues, and fostering relationships. The ideal candidate has strong communication skills and customer service experience. Compensation starts at $20/hour, with the possibility of remote work after training. Flexibility to work various shifts is required, including weekends.

Qualifications

• 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.

Responsibilities

• Handle member inquiries of moderate to advanced complexity.
• Provide accurate information about products and services.
• Process financial transactions on member’s accounts.

Skills

Customer service experience

Excellent communication skills

Problem-solving skills

Multitasking

Attention to detail

Education

High School or Equivalent

2 year / Associate's Degree in Business or Finance

Job description

## **This position may allow for remote work after successful completion of training and at least six (6) months of employment on-site.**## **This is a Full-time opportunity. Full-time is based on a 40-hour per week schedule:**##In the role of Member Service Representative (MSR), this individual will deliver consultative service and assistance to credit union members over the phone. Responsibilities include (but are not limited to) resolving member issues, understanding, and addressing financial needs with empathy, and fostering relationships with members to enhance satisfaction. The MSR will also facilitate targeted referrals to internal business partners, contributing to the development of deeper member relationships. Moreover, the role involves educating members on credit union products, ensuring compliance with policies and regulations, and providing assistance with account maintenance.#### **Essential Job Functions/Responsibilities:*** Handle member inquires of moderate to advanced complexity with a goal of first call resolution and limited escalation by leveraging departmental tools and taking call types such as online banking, loan inquiries, stop payments, debit card issues, credit card inquiries, ACH transactions.* Provide accurate information about products, services, and promotions.* Process financial transactions on member’s 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.* Decision fee-refunds within defined relationship parameters and authority thresholds.* Act as a member advocate and handle difficult conversations with professionalism and courtesy.* Resolve member’s concerns while ensuring regulatory compliance.* Stay updated on product knowledge and company policies.* ## **Shifts are 8 hours with a 30-minute unpaid lunch break, scheduled within our hours of operation.*** ## **We are looking for open availability Monday-Friday 7am-7pm and every other Saturday 8am-2pm. In addition to Sunday, you can look forward to having a scheduled day off durring the week.****Summary of Role:****Minimum Job Qualifications:*** Minimum: High School or Equivalent* Preferred: 2 year / Associates Degree in Business, Finance, or Related 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.**Starting Compensation:** $20/hr, plus a competitive benefits package.