MEMBER SUPPORT CENTER SPECIALIST I

Fox Communities Credit Union; Appleton (WI); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401k plan

Paid time off

Volunteer time off

Caregiver leave

Job summary

Fox Communities Credit Union in Appleton, WI is hiring a full-time Member Support Center Specialist I to be based at our Enterprise office. You will greet members, resolve inquiries, process transactions, and guide customers to the right departments via phone, email, or other electronic channels.

Ideal candidates bring 1–3 years of related experience, strong verbal and written communication, multitasking ability, and a customer-first mindset. Bilingual Spanish/English is a plus.

Qualifications

• Strong verbal and written communication skills, ability to empathize with members and to make decisions with minimal information.
• Experience in a fast-paced environment and ability to multitask.
• Ability to navigate multiple programs on a computer and access digital banking tools.

Responsibilities

• Promoting and upholding Fox Mission, Purpose, Vision, and Values.
• Assist members with account inquiries, problem resolution, and account maintenance via phone, email, or other electronic channels.
• Answer calls courteously and professionally and direct members to appropriate representatives.
• Protect member confidentiality and verify authorized access to accounts.
• Explain information clearly without credit union jargon and perform monetary transactions accurately.
• Troubleshoot member account issues and maintain knowledge of policies and procedures.
• Educate members on products and services and meet service level metrics.

Skills

Verbal communication

Written communication

Multitasking

Customer service

Empathy

Technical support basics

Time management

Organizational skills

Spanish language

Job description

MEMBER SUPPORT CENTER SPECIALIST I

Fox Communities Credit Union Appleton, Wisconsin, United States

About this position

We currently have a career opportunity for a full-time Member Support Center Specialist I at our corporate office (Enterprise) in Appleton!

The Member Support Center Specialist I will create a positive first impression and establish strong member relationships while assisting members, potential members, and other departments with their requests by phone or electronic delivery channels.

The primary responsibilities of the Member Support Center Specialist role include but are not limited to:

• Promoting and upholding the Fox Mission, Purpose, Vision, and Values
• Assisting members with account inquiries, problem resolution, and account maintenance on the phone, by email, or in writing via other electronic delivery channels
• Answering the phone in a courteous, timely, and professional manner
• Providing information and directing members to appropriate credit union representatives
• Protecting the confidentiality of our members’ accounts by properly identifying callers
• Understanding account titles, roles, and designations to properly identify parties authorized to access account information and perform transactions
• Explaining information in an easy-to-understand manner, avoiding credit union jargon
• Accurately performing monetary transactions
• Making sound decisions regarding problem resolution and service charge refunds
• Troubleshooting calls regarding member accounts
• Maintaining knowledge about credit union policies, processes, and procedures
• Educating members on products and services that meet their needs
• Adhering to goals and member service expectations, including key phone metrics and quality standards supporting department service levels

Candidates for the Member Support Center Specialist position should possess:

• Experience working in a fast-paced environment and with ability to multi-task. One to three years of similar or related experience preferred
• Basic technical support
• Strong verbal and written communication skills, ability to empathize with members and to make decisions with minimal information
• Ability to navigate throughout various programs on a computer at one time, prioritize work, and multitask
• Ability to assist members with basic technical support of our website, digital banking, and mobile app on multiple types of devices: mobile, tablet, desktop PC, Mac, etc.
• Ability to maintain a continuous workload in a fast-paced environment
• Effective time management and organizational skillsThe ability to speak and translate fluent Spanish and English is preferred.

Fox Communities Credit Union is an over $3 billion in assets community-based credit union serving more than 130,000 members at over 20 locations. We take pride in being a progressive, member-owned, full service financial institution dedicated to serving the community.

We offer a great team environment, competitive salary and an excellent benefit package which includes, medical, dental, vision, life, short term and long-term disability insurance, 401k (Roth and Traditional), which includes company contributions including match, paid time off and caregiver leave! As part of our commitment to the communities we serve we also offer all team members Paid Volunteer Time Off!

Equal Opportunity Employer of Protected Veterans, and Individuals with Disabilities.