Member Service Specialist - Herndon, United States - Northwest Federal Credit Union

Northwest Federal Credit Union

Verified Company

Herndon, United States

4 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Overview:
The Member Service Specialist is cross trained and responsible for a variety of functions within the Member Service Center. (MSC). The MSC is a one contact resolution center for member inquiries, requests, and transaction support. You are responsible for answering calls from new and existing members, verifying information and performing a variety of transactions. They act on behalf of a variety of departments within the credit union to support the overall member experience.

Using knowledge of Credit Union products and services, as well as outstanding member service skills, you will address issues, provide support, and offer information to service and build member relationships as well as demonstrate good risk management decisions to assist the branch in managing preventable losses and reduce fraudulent activity.

Responsibilities:

Handle member customer service needs while meeting key performance metrics, including call handle time, call quality, and after call work
Accurately and efficiently process a variety of transactions, including payments, transfers, opening of additional new accounts, assisting with online and mobile banking, etc.
Proactively identify financial opportunities for the member utilizing the fundamentals of the Member Advantage, working cooperatively with appropriate business partners
Support the member service center in achieving member's retention, acquisition and growth goals
Promote the credit union & membership growth through community involvement
Maintain a professional manner to build member confidence and trust
Adhere to all procedures stated in the Credit Union's MSR policy and procedures
Ensure compliance with operational, security and control policies/procedures, preventing fraud and protecting member assets
Positively demonstrate teamwork by proactively assisting other colleagues when needed as well as actively participating and contributing during team meetings
Recognize an act on referral opportunities to other lines of business within the Credit Union
In order to assist the member services team, additional duties may be assigned as needed
Proactively reach out to existing members by participating in branch sales promotions
Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)

Qualifications:

High School diploma or GED; college degree preferred
Minimum 1 year customer service experience
Minimum 1 year financial institution, call center or banking experience
Demonstrated strong attention to detail
Ability to work independently with mínimal direct management supervision
Demonstrated initiative and resourcefulness as a selfstarter
Must have the ability to work onsite in the Herndon, VA office during the training period
Ability to work M-F 10:30am 7pm & a Saturday rotation
Spanish proficiency is highly preferred for this position

EEO Notice:

Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.