Member Support Center Represenative

EDUCATION CREDIT UNION; Amarillo (TX); On-site; USD 28,000 - 36,000; Full time

Job summary

Education Credit Union seeks a member-focused associate to assist customers with products, accounts and loan details. The role involves handling non-cash teller duties, inbound and outbound calls, chats, and email inquiries to identify member needs for credit union services.

Key tasks include answering questions, processing payments and wire requests, and guiding members through ECU website and app usage. Candidates should have solid basic math, reading/writing skills, and reliable computer

Qualifications

• Reads, writes and comprehends instructions, memos, and correspondence to assist members and staff.
• Performs basic math including rates, ratios and percentages; can interpret simple graphs.
• Uses and troubleshoots common business software applications.
• Follows written or oral instructions with accuracy and attention to detail.

Responsibilities

• Handle inbound and outbound calls, provide exceptional member service and resolve concerns.
• Answer questions about memberships, loans, deposits, and credit union products.
• Process payments, transfers, wire requests, and account updates.
• Guide members through online chats, website and mobile app navigation.
• Assist in training new team members and maintain confidentiality of member information.

Skills

Customer service

Communication

Basic math

Problem solving

Teamwork

Education

High school diploma

Tools

Microsoft Office

Job description

Summary
This position is responsible for assisting the members with products, services, account and loan information. This position is responsible for non-cash teller duties and responsible for receiving all “incoming” calls and making “outbound” calls to perform inquiries on member’s accounts and identify member’s needs for various credit union products and services. Responsibilities include handling member online chats, and responding to member email inquiries. Additional responsibilities include directing phone calls to the proper individuals and/or departments when necessary.

Knowledge and Experience

• Education/Certification
  • Requires education associated with high school diploma.

Qualifications and Work Environment

• Ability to read, write and comprehend instructions, correspondence, memos, and effectively present information to members, vendors, and employees of the organization.
• Ability to perform basic math skills including the ability to compute rate, ratio, and percent and to interpret bar graphs.
• Ability to use and understand current business software applications and able to troubleshoot and repair basic computer problems.
• Ability to apply common sense understanding to carry out detailed written or oral instructions.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Essential Duties and Responsibilities

• Manage inbound and outbound calls efficiently while providing exceptional member service and addressing the member’s needs, concerns, and frustrations.
• Answer basic membership, loan, deposit accounts, and credit union questions
• Process loan payments
• Process wire requests
• Provide accurate and satisfactory answers to member’s questions or concerns
• Guide members through troubleshooting, navigating on ECU website, mobile app, products or services.
• Help train new team members
• Deescalate situations involving dissatisfied members and provide resolutions.
• Process return mail and address updates
• Process stop payments and account disputes
• Process account check orders
• Handle interactive online chats
• Process debit card or credit card order requests
• Research account history as needed

Supervisory Responsibilities

There are no supervisory responsibilities required for this job.

General Duties and Responsibilities

General duties and responsibilities include but are not limited to:

• Frequently required to sit, talk, stand, walk, climb or balance, stoop, kneel, crouch, or crawl.
• Ability to use hands and fingers, handle and feel objects, and reach with hands and arms.
• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Vision requirements include the ability to see close, far, see color, peripheral vision, depth perception, and ability to adjust focus.
• Occasionally exposed to moving mechanical parts; high, precarious places; risk of electrical shock; and vibration.
• Maintains ongoing communications with Management, informing them of all pertinent problems, irregularities, new developments, changes, and other important information within area of responsibility.
• Cooperates with other department personnel to ensure a "team effort" and prompt member service.
• Follows safety and security rules and regulations.
• Ensures that all information and transactions regarding credit union operations and members are kept confidential.
• Maintains the security of the work area and keeps it organized and neat in appearance.
• Maintains current knowledge of credit union philosophy, plus all credit union services and policies.
• Cross-sells credit union products and services as needed.
• Participates in continuing education as approved by Senior Management.
• Maintains a professional and courteous attitude with all people, including fellow team members, members, management staff, board members, and outside vendors.
• Protects and respects credit union equipment and supplies.
• Attends meetings as required.
• Adheres to ECU Employee Personnel Policy and Guidelines Handbook.
• Performs other duties as assigned by Senior Management .