Member Service Specialist - Albuquerque, United States - Kirtland Federal Credit Union

Description

Job Description

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility for the effective and professional completion of Member Contact Center Representative functions
2. Responsible to safeguard all members personal information by verifying every caller within the set guidelines, not releasing information to non-verified callers, and safeguarding your emails.
3. Responsible for basic to intricate technical support and member questions, concerns and needs via incoming/outgoing telephone calls and through online delivery channels.
4. Provide technical support to include: a help desk function for all home banking, bill payment, and web-based applications.
5. Provide answers in a timely manner to all member questions regarding statements, marketing materials, and all other communications sent through all channels.
6. Assist with onboarding and cross-selling source for all members.
7. Have good communication skills by providing courteous and responsive service to our members . Maintaining a professional demeanor and tone with all members. Ability to explain our banking guidelines confidently to members.
8. Process transactions with accuracy and deliver in a courteous timely manner. Transactions to be performed in multiple systems which require the ability to navigate multiple systems.
9. Troubleshoot member issues by following the established call flow and by staying up to date on all processes and communications including changes.
10. Work in a fast-paced environment and adapt to changes quickly and timely. Adhere to guidelines around company expectations to include by not limited to call stats and schedule adherence (Missing time, AHT and Hold time), Practice good timekeeping and be punctual with deadlines and attendance requirements
11. Assumes responsibility for related duties as required or assigned
    1. Assists other departments as necessary.
    2. Performs related clerical duties as needed.
    3. Support continuous quality improvement, including documenting and maintaining processes.
    4. Promote teamwork within the department to ensure that all employees work together to satisfy the needs of the credit union and our members.
    5. Actively and professionally cross sells Credit Union services.

PERFORMANCE MEASUREMENTS

1. Member Contact Center Representative functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.

2. Good business relations exist with members. Member problems and complaints are promptly and professionally addressed and resolved.

3. Accurate and complete information about Credit Union products and services is provided to members.

4. Good working relationships and coordination exist with area personnel and with management. Appropriate assistance is provided to area staff as needed. Supervisor is informed of activities.

5. Required reports and records are accurate, complete, and timely.

6. The Credit Union's professional reputation is conveyed and maintained.

QUALIFICATIONS

EDUCATION/CERTIFICATION: Associates degree in business or related field preferred.

High school diploma or GED is required.

REQUIRED KNOWLEDGE: Knowledge and familiarity with banking products, process, and services strongly

preferred.

Basic understanding of Credit Union Operations preferred.

EXPERIENCE REQUIRED: One to three years of banking experience in Teller Operations or Lending

Platform preferred.

One to three years call center or customer service experience preferred.

SKILLS/ABILITIES: Strong interpersonal skills with the ability to work well with members and other

employees.

Strong Member Service Skills.

Strong problem resolution skills.

Strong Multi-tasking abilities.

Ability to work with a high degree of efficiency, accuracy and self-accountability in

a fast-paced environment.

Detail Oriented.

Proficient in Microsoft Office.

Maintain professional appearance and conduct

Good oral and written communication skills

Ability to stand and sit for 8-hour shifts

Ability to work in an office/cubical environment

Ability to be on phone calls during scheduled hours