Member Services Officer I (or II)

About the Role

If you love connecting with people and are ready to grow your career in a company that invests in your success, we'd love to meet you. The Member Services Officer I (or II) is responsible for providing "wow" level service to both members and co-workers in a call center environment. Through effective listening and thorough knowledge of products and services, the MSO satisfies members' needs and effectively resolves members' concerns, personifying the Promise Principles of "Personal", "Professional" and "Proactive".

What You'll Do

• Achieves established goal for sales and member service rating (NPS) and sales/product goals.
• Directs calls to appropriate personnel as applicable and adheres to the standards of service quality and statistical performance measures during all member interactions.
• Exercises strong verbal and written communication skills to explain Credit Union policies and to resolve member concerns in a professional and personable manner.
• Maintains up-to-date knowledge of all federal regulations related to loans and operations.
• Participates actively in team meetings, contributing to the development of new programs and methods to improve effectiveness of delivery and member service.
• Provides assistance to members in all areas relating to their financial needs (questions, transaction requests, complaints, etc.), while assisting them in the selection of appropriate products and services.
• Must consistently report to work on-time, as scheduled, and adhere to schedule adherence guidelines.

Requirements

• 4-year/Bachelor's degree preferred
• 24+ months of retail customer service experience
• Recent financial institution experience as a teller and/or new accounts representative or in a call center role
• Working knowledge of the Microsoft Office suite; experience troubleshooting basic smartphone and web browser issues
• Demonstrated aptitude for learning new systems, skills & processes
• Proven ability to work in a fast-paced, deadline-driven environment
• Ability to multi-task with an attention to detail
• Excellent verbal & written communication skills and superior customer service skills

Schedule

Hours vary depending on shift. Contact center is open weekdays 7 a.m.–7 p.m. (PT) and weekends 9 a.m.–3 p.m. (PT).

Pay & Benefits

$21.76–$32.64/hr, base pay.