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Lenexa

    Member Service Representative - Lenexa, United States - CommunityAmerica Credit Union

    CommunityAmerica Credit Union
    CommunityAmerica Credit Union Lenexa, United States

    3 days ago

    Default job background
    Banking / Loans
    Description

    With this position we are looking for the ideal candidate that can provide professional, prompt, financial service to all members and potential members in a Member Service setting.

    **Schedule: Monday-Friday from 8am-5pm, and alternating Saturdays from 9am-2pm.**

    Job Summary

    The Member Service Representative provides prompt and professional financial support and service to new and existing Credit Union members through phone calls and written communication, focusing on a positive member experience that builds and enhances member relationships to foster financial peace of mind.

    Duties and Responsibilities

    • Determine member needs and educate them on appropriate beneficial products and services.
    • Follow verification procedures to protect member data, accounts, and personal information to ensure accuracy and security.
    • Provide quality service that exceeds members expectations by utilizing available resources to determine quick resolution and implementing creative problem-solving expertise.
    • Partner with internal and external departments to help resolve member inquires and issues to drive optimum resolutions.
    • Process account transactions accurately at the request of the member.
    • Research member questions and accurately communicate the resolution or process to resolve.
    • Adhere to Contact Center scorecard requirements by meeting minimum performance goals.
    • Advocate, promote and create honest and open communication throughout the credit union.
    • Demonstrate behaviors that are consistent with the credit union's values, philosophies, and leadership characteristics.
    • Collaborate with internal departments to ensure the workflow or process is providing the best service to the members.

    Education and Experience Requirements:

    • High school diploma or equivalent.
    • One (1) year of experience in a financial institution or customer service position.

    Required Knowledge, Skills and Abilities:

    • Ability to function and thrive in a high-volume, high production environment.
    • Ability to multi-task and adapt to change with systems, processes, and procedures.
    • Ability to work effectively individually and within a team environment.
    • A self-motivated individual driven by goals.
    • Ability to maintain a high level of confidentiality.
    • Effective conflict resolution and communication skills
    • Ability to adhere to a daily schedule to meet the needs of our members.
    • Must be able to be bonded.

    Preferred Knowledge, Skills and Abilities:

    • Associate or bachelor's degree.
    • Knowledge of credit union services and products.

    Physical Requirements:

    • In this position, individual will be expected to lift up to 20 pounds from time to time.
    • Must be able to stoop, bend, reach or stand for extended periods of time.
    • Must be able to sit and use a computer for extended periods of time.

    Working Conditions:

    This position is expected to work in a fast-paced contact center environment, remaining in a seated position for a minimum of 2-hour intervals, and may have to travel for visits to other credit union facilities. Required to work on Saturdays from 9:00am-2:00pm.

    This job description indicates the general nature and level of work, knowledge, skills, abilities and other essential functions expected of an incumbent. It is not intended to cover or contain a comprehensive listing of all required activities, duties or responsibilities. An incumbent may be asked to perform other duties as required and the job description is subject to change as a result business necessity.

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