TITLE: MEMBER SERVICE REPRESENTATIVE
DEPARTMENT: MEMBER SERVICE CONTACT CENTER
REPORTS TO: MSCC SUPERVISOR
GENERAL DESCRIPTION:
This position is concerned with building strong long-term relationships with Golden 1 members
through the servicing of members in a professional, efficient courteous manner, and responding
to member inquiries by telephone accurately in both the English and Spanish languages identifying
referral opportunities to enhance member relationships.
TASKS, DUTIES, FUNCTIONS:
1. Profile every member while processing service transaction(s) identifying opportunities to help
members relative to Golden 1 product or service. Cross sell The Golden 1 products and
services effectively by initiating the referral to a Member Relationship Specialist.
2. Participate in the organizing and executing of the referral programs in the Member Service
Contact Center in order to achieve referral goals and objectives.
3. Maintain a thorough understanding of state and federal laws and regulations related to
credit union compliance including bank secrecy and anti money laundering laws appropriate
to the position. Monitor and comply with all established security, internal audit, and
applicable government policies and regulations. Maintain a thorough understanding
of Credit Union and Member Service Contact Center policies, procedures, and guidelines.
4. Ensure compliance with Credit Union and Member Service Contact Center policies, procedures,
and guidelines while establishing and servicing all Credit Union accounts, related products,
and services.
5. Identify, investigate, and resolve member concerns, as well as process and complete member
transactions in a timely and efficient manner.
6. Update and maintain accurate member and Credit Union account information.
7. Achieve performance standards commensurate to grade level in call volume, phone efficiency
and referrals in a fast-paced environment.
8. Complete Regulatory Training Modules as required.
9. Perform other duties as assigned.
PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:
1. Prolonged sitting throughout the workday using the telephone to accomplish tasks.
2. Effective oral and written communication skills required to assist other staff members and to
constructively follow-up on member inquiries and concerns.
3. Hearing in the normal range is required. A telephone device to enhance hearing will be provided if
needed.
4. Corrected vision in the normal range is required to read on-line computer screens and prepare
required documentation.
ORGANIZATIONAL CONTACTS & RELATIONSHIPS:
1. INTERNAL: Supervisors, management group and peers.
2. EXTERNAL: Members, peers in other departments or branches
QUALIFICATIONS:
1. EDUCATION: Successful completion of High School curriculum or equivalent work experience.
2. EXPERIENCE : One year customer service experience and/or six months financial services experience.
Proven sales experience preferred.
3. KNOWLEDGE/SKILLS : Internal Branch Transfers- Current knowledge of the following:
The Golden 1 Credit Union products and Services and its policies and procedures.
In-depth knowledge of The Golden 1 Credit Union operation/lending policies and procedures.
Functional knowledge of Teller Navigator, Lending Navigator, Loans, and New Accounts.
Strong oral and written communication skills acquired through experience in a Retail setting or
through a Financial background.
Ability to converse, demonstrate sincere concern, and build rapport
while looking for an offering opportunities to expand the relationship in English and/or Spanish with
callers.
Must be able to multi-task and work independently with difficult callers.
Meet performance standards commensurate to grade level in call volume, phone efficiency,
and sales production. Skills testing related to product knowledge (PKOR).
Knowledge of intranet/internet, and good oral and written communication skills.
Bilingual skills a plus – English/Spanish.
PHYSICAL REQUIREMENTS:
1. Prolonged sitting throughout the workday.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and
other standard office equipment, including a financial calculator, personal computer, facsimile machine
and telephone.
3. Hearing and corrected vision in the normal ranges required. A telephone device will be provided if needed.
Job Type: Full-time
Salary: $15.00 /hour
Required experience:
- Customer Service: 2 years
Required education:
- High school or equivalent
EmoticonEmoticon