Member Support Specialist I

Brazos Valley Schools Credit Union; Katy (TX); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Annual Paid Time Off

Quarterly Performance Review

Annual Compensation Review

Medical, Dental and Vision

401k Brazos Valley match

Life Insurance

Short Term Disability

Long Term Disability

AD&D Insurance

Employee Scholarships

Job summary

Brazos Valley Schools Credit Union in Katy, Texas, seeks a customer-focused call center professional to answer member calls and assist with financial inquiries and transactions. You will input data accurately, identify cross-sell opportunities, and maintain awareness of banking regulations to protect members and the institution.

The role emphasizes exceptional service delivery, on-site work, and collaboration with team members.

Qualifications

• Minimum one year of call center experience preferred.
• Minimum one-year financial institution experience preferred.
• A high school education or GED required.
• Ability to analyze data for equitable resolutions.

Responsibilities

• Answers incoming member calls daily with focus on exceptional service and accurate data input.
• Identifies opportunities to offer other credit union products and services.
• Maintains knowledge of regulatory compliance for member services (BSA, OFAC, Patriot Act, Red Flags, Reg CC/Reg D, Reg E, Truth in Savings/Truth in Lending).
• Handles challenging situations professionally and promptly.
• Works on-site at designated location and supports colleagues as needed.

Skills

Problem solving

Critical thinking

Courtesy & diplomacy

Microsoft Office

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Role:Answers incoming calls and assists members with financial inquiries and transactions.Essential Functions & Responsibilities include but are not limited to:Answers member calls daily with emphasis on exceptional member service and accuracy of data input.Listens effectively to member requests and offers support to meet member’s needs appropriately and in a timely manner. Identifies opportunities to offer other credit union products and services.Maintains working knowledge of regulatory compliance related to member services and financial services area to include (but not limited to): BSA reporting requirements, OFAC, USA Patriot ACT, Red Flags, Regulation CC, Regulation D, Regulation E, Truth in Savings, Truth in Lending, Privacy, etc.Manages challenging situations efficiently, promptly, and professionally.Other job duties as assignedPosition Requirements:Minimum one year of call center experience preferred.Minimum one-year financial institution experience preferred.A high school education or GED required.Ability to analyze data for equitable resolutions.Proficient with problem solving and critical thinking skills.Ability to work on-site at designated location.Ability to communicate with courtesy, tact, and diplomacy and model exemplary member service.Proficiency in Microsoft Office software applications.Must be bondableErgonomic Considerations:Must be able to sit for extended periods of time (6 to 7 hours per day).Must be able to use telephone equipment and accessories, view a computer screen, use a keyboard to enter information, and manipulate a mouse.Job includes some repetitive hand/wrist motions.Ability to operate office machinery.Ability to lift up to 25 pounds.This job description is not a comprehensive list of all activities, duties, and responsibilities of the position. Such requirements may be expanded or otherwise changed at any time as indicated by the operational needs of the credit union. Employees may also be required to assist colleagues with their job responsibilities from time to time.Benefits:Annual Paid Time OffQuarterly Performance ReviewAnnual Compensation ReviewMedical, Dental and VisionMedical PPO planDental PPO planVision planEmployee Assistance Program (EAP)Retirement401k, Brazos Valley Schools Credit Union match of 100% up to 6% of your base incomeIncome Replacement and Life Insurance – 100% Brazos Valley Schools Credit Union paidShort Term DisabilityLong Term DisabilityLife and Accidental Death & Dismemberment Insurance (AD&D)Voluntary BenefitsAdditional Life Insurance for Employee and DependentsHospitalization InsuranceCritical Illness InsurancePre-Paid LegalIdentity ProtectionOther benefits offered that are not through payroll deductionOngoing Leadership Training and DevelopmentCareer Path and Succession PlanningCommunity Volunteer OpportunitiesEmployee ScholarshipsAAA DiscountDiscount tickets to events and travel