Member Services Officer I (or II)-Hybrid

Logix Federal Credit Union; California (MO); On-site; USD 27,124 - 40,694; Full time

Job summary

A financial institution in California is seeking a Member Services Officer to provide excellent service in a contact center setting. Responsibilities include handling inquiries, maintaining knowledge of regulations, and achieving performance goals. Ideal candidates will have retail customer service experience and strong communication skills. The role offers a pay range of USD $19.69 - USD $29.54 per hour.

Qualifications

• Minimum 1 year of retail customer service experience.
• Ability to follow written instructions and communicate effectively.
• Experience troubleshooting basic smartphone and web browser issues.

Responsibilities

• Handle routine inquiries and resolve member concerns.
• Maintain up-to-date knowledge of federal regulations.
• Report to work on time and adhere to the schedule.

Skills

Customer service skills

Communication skills

Microsoft Office Suite

Ability to multi-task

Education

Bachelor's Degree

Job description

Overview

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

• Minimum 1 year 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 environment
• The 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 $19.69 - USD $29.54 /Hr.