Member Support Specialist - Inbound Calls

United Federal Credit Union; Buchanan Township (MI); On-site; USD 32,000 - 52,000; Full time

Job summary

United Federal Credit Union seeks a Member Service Advisor to reinforce and build member relationships through efficient handling of service requests and proactive sales of loan and deposit products. You will contact members via inbound and outbound phone calls and strive to exceed expectations by matching Credit Union offerings to member needs.

This role requires excellent communication and writing skills, strong customer service and sales abilities, and the capacity to diagnose and resolve

Qualifications

• High school diploma or equivalent is required.
• Proven customer service/sales experience is required.
• Excellent communication and business writing skills are essential.
• Computer literacy and keyboarding skills are important.
• Knowledge of Credit Union products, services, and banking regulations is preferred.

Responsibilities

• Act as the primary source of product information and service support for member inquiries via phone; provide timely problem resolution and account maintenance.
• Sell and deliver all Credit Union investment and convenience products and services.
• Provide accurate, complete, and consistent documentation.
• Obtain and maintain a high level of knowledge of all Credit Union products and services.
• Participate in and contribute to training and team development.

Skills

Communication

Sales

Written communication

Customer service

Problem solving

Product knowledge

Adaptability

Education

High school diploma or equivalent

Tools

Office equipment

Computer software/hardware

Job description

General Summary (What Is Done And Why)

The Member Service Advisor (MSA) Service Queue reinforces and builds member relationships through efficient response to members' service requests and solicitation of new loan and deposit product purchases. Contact with members is via inbound & outbound phone calls. This position is responsible for consistently exceeding member expectations by matching the full range of Credit Union products and services with an informed understanding of members' needs and making appropriate lending decisions based on established guidelines. MSA is responsible for effectively diagnosing and solving member’s problems.

Essential Functions, in Priority Order

(Majority of duties, but not meant to be all inclusive or prevent other duties from being assigned as necessary)

• Act as the primary source of product information and service support for member and staff inquiries via phone, provide timely problem resolution and account maintenance. Time:65%
• Sell and deliver all Credit Union investment and convenience products and services. Time: 15%
• Provide accurate, complete, and consistent documentation. Time: 10%
• Obtain and maintain a high level of knowledge of all Credit Union products and services. Time: 5%
• Participate in and contribute to training and team development. Time: 5%

Education

• High school diploma or equivalent required.

Experience

In Addition To The Education Requirement

• Proven customer service/sales experience required.

Knowledge, Skills and Abilities

• Excellent communication skills.
• Good business writing skills.
• Computer literacy and keyboarding skills.
• Analysis and resolution skills.
• Self-motivated with demonstrated sales skills.
• Knowledge of Credit Union products, services, and banking regulations.
• Ability and willingness to adapt to continual change.

Required Competencies

• Problem Solving
• Dealing with Ambiguity
• Time Management
• Demonstrates Courage
• Drive for Results
• Interpersonal Savvy
• Customer Focus
• Integrity and Trust
• Self-Development
• Business Acumen

Mental Requirements

• Ability to identify member and staff needs.
• Ability to use good judgment and make sound decisions quickly.
• Ability to work under pressure.
• Proven problem-solving abilities.
• Ability to concentrate in a multi-task environment.
• Ability to maintain a positive attitude when resolving member/staff issues.

Tools and Equipment Used

• All available general office equipment as needed.
• All available computer software and hardware as needed.

Working Relationships/Contacts

• Daily, personal/written/phone contact with MSA staff.
• Daily, personal/written/phone contact with Credit Union managers.
• Daily, personal/written/phone contact with Credit Union members.

Physical Demands

Work involves standing and walking for brief periods of time, but most work is done from a seated position. There is potential for eyestrain from reading the computer screen. Must be able to talk and keyboard simultaneously. Deadlines, workloads, and pressure to achieve goals may cause increased stress levels.

Working Conditions

Internal - Work is normally performed in climate-controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc). No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; long hours may be required to accommodate deadlines or special meetings.

External - Some travel may be required; however, information on environmental conditions is not available.

EOE/Vets/Disability