[Remote] Member Service Representative - Contact Center

Note: The job is a remote job and is open to candidates in USA. United States Senate Federal Credit Union is dedicated to improving the financial wellness of its members through sustainable solutions. The Member Service Representative will provide quality service to members via the call center, assisting with account issues and promoting appropriate products and services to build strong member relationships.

Responsibilities

• Represents the Credit Union in a courteous, engaging, professional manner and provides excellent member service to both members and internal teammates
• Is efficient, results driven, and accurate
• Understands the impact of their behavior and performance on the credit union, the members, potential members and teammates
• Able to navigate through multiple computer applications and screens, while simultaneously engaging with members either in person or by phone
• Utilizes other channels such as email or chat to communicate with members
• Performs file maintenance and processes changes on member accounts, to include but not limited to, address changes and name modifications
• Able to problem solve and find solutions
• Conducts consultative interviews and actively listens in order to assess member's financial needs
• Identifies products and services appropriate to the members' situation
• Opens new accounts accurately and promptly
• Is accountable to ensure that any exceptions and errors are minimal
• All exceptions and errors promptly addressed and corrected
• Provides accurate information as they assist members with all general inquiries regarding accounts, products and services
• As appropriate, advises members of regulations applicable to these policies and procedures
• Processes member electronic transaction requests such as share to loan payment transfers, check orders, etc
• Responds to member inquiries regarding account errors, discrepancies or other concerns
• Provides solutions for the immediate situation as well as to help prevent possible recurrence of the same issue
• Actively engages and participates in training, coaching sessions, team meetings, group discussions and motivational/ promotional activities with the organization
• Completes assigned training initiatives as required within the prescribed timeframe
• Works with other team members and departments to provide assistance and resolution to member inquiries
• Works 'Better Together' with other team members to promote teamwork, unity, and consistent operations
• Works with the credit union team to meet and exceed departmental and organizational goals as well as any assigned individual goals
• Is results driven, possesses a high sense of urgency and is self-motivated to succeed
• Able to multitask, requiring good organizational skills
• Complies with all applicable Rules, Regulations and Statutes of the NCUA and other appropriate governing bodies to include but not limited to: the Credit Union Bylaws, Credit Union Code of Conduct, Credit Union Employee Guidebook, Bank Secrecy/Anti-Money Laundering Act, Fair Housing Act, Fair Lending Act, and Fair Credit Reporting Act
• Ability to perform duties defined in Credit Union Security Program and Disaster Recovery Plans
• Performs other duties as assigned

Skills

• Bachelor's degree or High school diploma/equivalent and 1-year general work experience in a call center or customer service-based environment
• Knowledge of PC applications including word and excel
• Good organizational skills
• Ability to multi-task
• Attention to detail
• Excellent interpersonal skills
• Ability to communicate through multiple channels
• Ability to listen to member needs and to advise appropriate Credit Union products and services
• Knowledge of consumer lending, or new account opening in a financial setting

Benefits

• Health Insurance including Medical
• Dental
• Prescription
• Vision
• 401(k) Retirement Plan
• Incentive bonus
• 12 Holidays
• 15 Vacation days
• 9.75 Sick days
• Flexible Spending Account
• Life Insurance
• Free parking or Metro Smart Benefits
• Tuition reimbursement

Company Overview