Member Service Representative - Lenexa, Kansas

CommunityAmerica Federal Credit Union; Lenexa (KS); On-site; USD 32,000 - 42,000; Full time

Job summary

CommunityAmerica Federal Credit Union in Lenexa, Kansas is seeking a Member Service Representative to deliver prompt, professional financial support to members by phone and written communication, focusing on a positive member experience and strong relationship building.

This role involves educating members on products and services, processing transactions, following verification procedures, collaborating with internal teams, and meeting performance goals in a fast-paced contact center.

Qualifications

• High school diploma or equivalent.
• One year of experience in a financial institution or customer service position.
• Associate or bachelor's degree preferred.
• Ability to function in a high-volume environment with confidentiality.
• Strong communication and problem-solving skills.

Responsibilities

• Determine member needs and educate them on appropriate products and services.
• Follow verification procedures to protect member data and accounts.
• Provide quality service that exceeds member expectations using available resources for quick resolution.
• Partner with internal and external departments to resolve inquiries and issues.
• Process account transactions accurately at the member's request.
• Research member questions and communicate resolutions clearly.
• Meet minimum performance goals per contact center scorecard.
• Advocate and promote open communication across the credit union.
• Demonstrate behaviors aligned with the credit union's values and leadership.
• Collaborate with internal departments to optimize workflows.

Skills

High-volume environment

Multi-tasking

Teamwork

Confidentiality

Conflict resolution

Communication skills

Schedule adherence

Bonding eligibility

Education

High school diploma or equivalent

One year of experience in a financial institution or customer service position

Associate or bachelor's degree

Job description

Member Service Representative - Lenexa, Kansas

Summary

The Member Service Representative provides prompt and professional financial support and service to new and existing Credit Union members through phone calls and written communication, focusing on a positive member experience that builds and enhances member relationships to foster financial peace of mind.

Open Shifts

• Monday-Friday from 8am-5pm, and rotating weekend shifts
• Monday- Friday from 8:30am-5:30pm, and rotating weekend shifts
• Monday-Friday from 9am-6pm, and rotating weekend shifts
• Monday-Friday from 10am-7pm, and rotating weekend shifts
• Monday-Friday from 12pm-9pm, and rotating weekend shifts

Duties and Responsibilities

• Determine member needs and educate them on appropriate beneficial products and services.
• Follow verification procedures to protect member data, accounts, and personal information to ensure accuracy and security.
• Provide quality service that exceeds members expectations by utilizing available resources to determine quick resolution and implementing creative problem-solving expertise.
• Partner with internal and external departments to help resolve member inquires and issues to drive optimum resolutions.
• Process account transactions accurately at the request of the member.
• Research member questions and accurately communicate the resolution or process to resolve.
• Adhere to Contact Center scorecard requirements by meeting minimum performance goals.
• Advocate, promote and create honest and open communication throughout the credit union.
• Demonstrate behaviors that are consistent with the credit union's values, philosophies, and leadership characteristics.
• Collaborate with internal departments to ensure the workflow or process is providing the best service to the members.

Education and Experience Requirements

• High school diploma or equivalent.
• One (1) year of experience in a financial institution or customer service position.

Required Knowledge, Skills and Abilities

• Ability to function and thrive in a high-volume, high production environment.
• Ability to multi-task and adapt to change with systems, processes, and procedures.
• Ability to work effectively individually and within a team environment.
• A self-motivated individual driven by goals.
• Ability to maintain a high level of confidentiality.
• Effective conflict resolution and communication skills
• Ability to adhere to a daily schedule to meet the needs of our members.
• Must be able to be bonded.

Preferred Knowledge, Skills and Abilities

• Associate or bachelor's degree.
• Knowledge of credit union services and products.

Physical Requirements

• In this position, individual will be expected to lift up to 20 pounds from time to time.
• Must be able to stoop, bend, reach or stand for extended periods of time.
• Must be able to sit and use a computer for extended periods of time.

Working Conditions

• This position is expected to work in a fast-paced contact center environment, remaining in a seated position for a minimum of 2-hour intervals, and may have to travel for visits to other credit union facilities. Required to work on Saturdays from 9:00am-2:00pm.

This job description indicates the general nature and level of work, knowledge, skills, abilities and other essential functions expected of an incumbent. It is not intended to cover or contain a comprehensive listing of all required activities, duties or responsibilities. An incumbent may be asked to perform other duties as required and the job description is subject to change as a result business necessity.

Contract Type: Full-Time