Member Specialist

We Florida Financial; Florida; Vor Ort; USD 42.000 - 52.000; Vollzeit

Zusammenfassung

We Florida Financial is seeking a Member Specialist to handle member interactions via phone, e-mail, chat, and text, using product knowledge to provide top-tier service. The role requires meeting sales goals, processing transactions, and maintaining confidential member information.

You will collaborate with multiple departments to resolve issues and promote WEFF products. The position is based in Pembroke Pines, FL, with an hourly wage of $20.00–$25.00 and standard banking procedures.

Qualifikationen

• College preferred
• High school level language, math, and reasoning skills
• Two years' experience in a related field with equal responsibilities
• Formal training should be supplemented with continuing internal and external education and self-development programs

Aufgaben

• Meeting established sales goals for WEFF products and services
• Producing sales referrals for new accounts and loans as assigned
• Process member account inquiries and respond to member problems via incoming calls
• Assist in maintaining membership records confidentially
• Adhere to WEFF Empowerment Matrix and service guidelines
• Follow security procedures and protect confidential data
• Possess knowledge of all deposit/loan products and services
• Refer members to appropriate departments as required
• Cross-sell products/services when appropriate
• Reconcile/balance daily work

Jobbeschreibung

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Member Specialist

HQOPE, Pembroke Pines, FL, US

Salary Range: $20.00 To $25.00 Hourly

Purpose: The primary function of this job is to provide outstanding service to members via phone, e-mail, chat, and text by fully using job-relevant technical skills, maintaining/updating technical skills, and seeking to enhance service skills. This position requires the ability to make decisions within established guidelines, the willingness to work within a sales environment, and the ability to be a team player in an organization that values the spirit of teamwork.

Required Core Position Functions

• Responsible for meeting established sales goals for WEFF products and services
• Responsible for producing sales referrals for new accounts and loans as assigned
• Process member account inquiries and respond to member problems via incoming calls
• Assist in maintaining membership records confidentially
• Effectively utilize WEFF Empowerment Matrix
• Follow WEFF's service guidelines
• Follow established security procedures
• Possess thorough knowledge of all deposit/loan products and services
• Accurately explain Credit Union products/services to members
• Refer members to appropriate departments as required
• Adhere to established work environment maintenance standards
• Perform specific and delegated duties as assigned by management

Required Basic Functions

• Provide error resolution and effectively resolve account service issues
• Process and post monetary and related transactions
• Exhibit member profiling techniques
• Perform internal teller-related duties
• Follow established security procedures
• Troubleshoot and resolve Online Banking issues
• Demonstrate effective use of Emulation-Online Banking
• Troubleshoot and resolve Bill Payment issues
• Identify signs of potential fraud and take appropriate actions
• Process requests for changes to existing accounts and loans using established procedures
• Close existing accounts as needed
• Submit member requests to appropriate departments using established e-mail templates
• Demonstrate effective use of service delivery systems and direct members to the appropriate delivery channels
• Ensure confidentiality of member account information
• Open additional savings-products using established procedures
• Assist with check ordering process
• Independently process fee reversals
• Cross-sell products/services when appropriate
• Reconcile/balance daily work

Essential Intermediate Functions

• Display advanced member profiling techniques
• Display the ability to make sound decisions
• Identify and process PIN based and signature-based Visa Debit Card disputes
• Identify and process PIN based and signature-based Visa Debit Card fraud
• Demonstrate ability to identify and resolve more complex requests
• Effectively process ACH stop payment requests
• Process Pay by Phone requests
• Independently process incoming member e-mail requests and TMC tickets
• Independently process name, account title and beneficiary changes using established procedures
• Verify member requests via outbound telephone calls
• Demonstrate ability to troubleshoot and conduct research on all loan accounts
• Open all new IRA's (Traditional and Roth)
• Process IRA Transactions
• Assist with processing internal transfers, distribution, and allotments as needed
• Independently troubleshoot issues and conduct maintenance on Visa Credit Cards
• Independently troubleshoot issues and conduct maintenance on Visa Debit Cards
• Process shared branch deposits (place appropriate check holds, etc.)
• Process incoming TMC tickets

Essential Advanced Functions

• Research and resolve shared branch inquiries
• Process complex IRA Transactions (Distributions/contributions and direct rollovers)
• Assist with training new/incoming Phone Service Representatives
• Assist with training BSRs for skill basing requirements
• Independently respond to incoming emails received in the Online Banking Message Center
• Independently respond to incoming emails received in the Member Service Inbox
• Troubleshoot and resolve complex Online Banking Issues
• Troubleshoot and resolve complex Bill Payment Issues
• Effectively resolve complex member requests
• Process expedited Visa Debit Card requests
• Process expedited Visa Credit Card requests
• Demonstrate thorough understanding of Regulations-Including Reg. D and Reg. E
• Discuss loan products and processes
• Explain and offer all deposit related products to members
• Assist with plastic ordering, problem resolution, losses
• Demonstrate ability to troubleshoot and resolve loan inquiries/errors
• Knowledgeable in all aspects of consumer lending, including home equity loans
• Research and resolve complex TMC tickets

Job Qualifications:

Knowledge of:

• -Banking Products/services
• -Policies/procedures and service philosophy
• -Safety/security programs (i.e., false alarms, robberies, bomb threats and extortion)

• In-house computer system
• Fraud identification and prevention techniques
• Regulatory understanding
• PC literate, including working knowledge of Outlook, Word, and Excel

Ability to:

• -Understand/Follow moderately complex written and oral instructions
• -Express oneself clearly/concisely, both orally/in writing
• -Prioritize multiple member requests (handle daily routine with moderate freedom to interpret and act upon various situations)
• -Present a professional/personable personality to reinforce WEFF's professional image
• -Interact with multiple departments daily
• -Work within precise standardized guidelines with some latitude to take initiative
• -Possess versatility/flexibility to successfully serve as a back-up to other positions as required
• -Possess creativity/resourcefulness to complete assigned duties without constant supervision
• -Possess mental concentration to resolve basic problems which are relatively redundant
• -Keep personal work updated and accurate
• -Accept limited responsibility for funds/records
• -Accept responsibility for access to confidential data and member account information
• -Sit for extended periods

Education/Experience

• -College Preferred
• -High school level of language, math, and reasoning skills
• -Two years' experience in a related field with equal responsibilities
• -Formal training should be supplemented with continuing internal and external education and self-development programs