Call Center (Member Services Representative)

Location: Glendale, CA
Date Posted: 04-27-2018

 

POSITION PURPOSE

The Member Service Representative is responsible for providing high quality service to members responding to product, operations and policy inquiries as well as resolving complaints in an accurate, timely and professional manner with the highest level of integrity and excellent service in accordance with established Credit Union policy and standards.
 

ESSENTIAL FUNCTIONS AND BASIC DUTIES

 Assumes responsibility for providing exceptional member service over the telephone.  
 
Provide prompt and accurate information to members by telephone regarding share, loan accounts, products, services and promotions.
 
Effectively handle incoming calls, resolving questions and or concerns regarding member accounts as well as products and services.
 
Follow procedures pertaining to specific requests such as, wire transfers, check orders, ATM & Debit Card processing, as well as lost/stolen cashier’s checks.
 
Remain available based on individual schedule to accept incoming calls from company members.
 
Maintain a working knowledge and understanding of all audit and compliance regulations.
 
 
Assumes responsibility for actively and professionally cross-selling products and services in accordance with the goals set forth for each product.
 
Offers and cross-sells Credit Union products and services to meet member needs.

Keep abreast of all departmental memos, bulletins and e-mails, keeping current on company products and services.

Attend periodic training sessions to ensure excellent product knowledge.

Maintains proficiency in all company products and services.
 
Responsible for meeting the cross-selling goals set fourth for the position.
 
 Assumes responsibility for maintaining effective, professional business relations with members.
 
Resolves member requests promptly, courteously and professionally.                             
 
Keeps members informed of Credit Union services and policies.
 
Maintains and projects the Credit Union’s quality reputation.   
 
Assumes responsibility for related duties as required or assigned.
 
Assist with support area mailings as needed.
 
Must comply with all State and Federal regulations (including BSA/AML) that pertain to the job functions. 
 
 
PERFORMANCE MEASUREMENTS

Handle every call in accordance with The Contact Center Mission Statement and Service Excellence Standards.

Demonstrate ownership when resolving member concerns.  Assure the member you will do all you can to resolve the problem to their satisfaction.

Complete and submit member request forms accurately.

Achieve a minimum score of 95% on call observations.

Effectively navigate through appropriate computer platforms.

Must demonstrate flexibility and be willing to accept varying schedules and/or overtime based on the needs of the department.

Maintain a clear understanding of the break and lunch schedule and how it relates to the operation of the Contact Center.

Must demonstrate reliability and dependability by adhering to the attendance policy, as well as follow up on member requests and projects.

Good business relations exist with members.  Member problems and questions are courteously and promptly resolved.
 

QUALIFICATIONS

EDUCATION/CERTIFICATION:        
High School Graduate or equivalent.        
 
REQUIRED KNOWLEDGE:             
Good understanding of member services and products provided.
                                                           
EXPERIENCE REQUIRED:             
Prior contact center, banking , or credit union experience.
                                                                                                                       
SKILLS/ABILITIES:                           
Ability to work with minimal supervision to achieve task.
Ability to take ownership of a situation and follow-up in a timely manner.
Communicates effectively with supervisor, lead person, and staff members.
Excellent verbal and written communication skills skills.
Initiative to learn more about other aspects of the credit union.    
Basic computer skills
Professional appearance and attitude.

Please email resume to eric.derise@jba.com

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