Member Services Officer I

Logix Federal Credit Union; California (MO); Hybrid; USD 45,000 - 68,000; Full time

Job summary

Logix Federal Credit Union in the United States is seeking a Member Services Officer I (or II) to deliver wow-level service in a fast-paced contact center. You will listen effectively and apply product knowledge to resolve member questions with accuracy and courtesy. Hours vary by shift; the center operates weekdays 7 a.m. to 7 p.m.

and weekends 9 a.m. to 3 p.m. PT. A Bachelor’s degree is a plus and 24+ months of retail customer service experience are preferred; proficiency with Microsoft Office

Qualifications

• Able to read and comprehend simple instructions, short correspondence, and memos.
• Able to write simple correspondence.
• Present information in one-on-one and small group settings to customers and employees.
• Perform basic arithmetic and interpret data.
• Working knowledge of Microsoft Office and internet browsers.
• Aptitude for learning new systems and processes.
• Experience troubleshooting basic smartphone and web browser issues.
• Ability to multi-task in a fast-paced, deadline-driven environment.
• Excellent verbal and written communication skills.
• Superior customer service skills.

Responsibilities

• Handle routine inquiries with minimal assistance.
• Achieve established QA goals and observations.
• Direct complex calls to appropriate personnel and maintain service quality.
• Respond to basic member inquiries about products, services, and policies.
• Maintain up-to-date knowledge of federal regulations related to operations.
• Participate in team meetings and adhere to schedule guidelines.
• Report to work on time and follow shift adherence.
• Perform other duties as assigned.

Skills

Customer service

Verbal communication

Written communication

Phone support

Team collaboration

Education

Bachelor’s Degree (4 years) a plus

Tools

Microsoft Office

Internet browser

Job description

Overview

If you love connecting with people and are ready to grow your career in a company that invests in your success, we’d love to meet you. Come be part of something amazing where your contributions truly matter.Be the voice that makes someone's day better while building valuable communication skills in a fast-paced, team-driven environment.

The Member Services Officer I (or II) is responsible for providing “wow” level service to both members and co-workers in a contact center environment. Through effective listening and thorough knowledge of our products and services, the MSO satisfies our members’ needs and effectively resolves members’ concerns. The MSO personifies our Promise Principles of “Personal”, “Professional” and “Proactive”.

Responsibilities

• Able to handle routine inquiries (balance transfers, loan payments, address changes, etc.) with minimal assistance.
• Achieves established goals for Quality Assurance Monthly Observations (QAMO).
• Directs more complex calls to appropriate personnel as applicable and adheres to the standards of service quality and statistical performance measures during all member interactions.
• Exercises strong verbal and written communication skills to respond to basic member inquiries about products, services and Credit Union policies in a professional and personable manner.
• Maintains up-to-date knowledge of all federal regulations related to operations.
• Participates actively in team meetings.
• Must consistently report to work on-time, as scheduled and adhere to established schedule adherence guidelines.
• Other duties as assigned.

Please note that hours can vary depending on the actual shift. Our contact center is open:

• Weekdays 7 a.m. to 7 p.m. (PT)
• Weekends 9 a.m. to 3 p.m. (PT)

Qualifications

Education

• Bachelor’s Degree (4 years) a plus

Experience

• 24+ months of retail customer service experience

Knowledge, Skills & Ability

• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• A working knowledge of the Microsoft office suite of products including the ability to use internet browser software
• A demonstrated aptitude for learning new systems, skills & processes
• Experience in trouble shooting basic smartphone and web browser issues preferred
• A proven ability to work in a fast paced, deadline driven environmentThe ability to multi-task with an attention to detail.
• Excellent verbal & written communication skills
• Superior customer service skills

Disclaimer

Logix Federal Credit Union is an equal opportunity employer that does not discriminate in employment opportunities or practices on the basis of race, religion, color, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other status protected by law.

Pay Range

USD $21.76 - USD $32.64 /Hr.