Member Services Representative

This is a fully remote position, open to applicants in New York.

📋 Description

• Assists members with telephone inquiries, which encompass opening accounts, aiding with loan applications, credit cards, account information, and modifications to accounts.

• Responsible for educating members on self-service options, with the ability to sell and cross-sell products and services to both new and existing Credit Union members.

• Maintains service standards as dictated by position benchmarks for quality, turnaround time, accuracy, and follow-up.

• Performance is evaluated primarily based on quality and productivity metrics, including but not limited to schedule adherence, call quality scores, and process compliance.

• Provides members with account information and executes account transactions, such as accepting loan applications, opening accounts, and processing transfers, withdrawals, and other deposit product servicing tasks.

• Aims to achieve first contact resolution while adhering to Credit Union policies.

• Ensures compliance with company policies and procedures as well as Banking/Credit Union Regulations.

• Educates both new and existing members on loan and deposit products, along with other services.

• Authorizes service fee refunds and waivers according to established guidelines for this role.

• Advocates for the use of virtual banking services, including online and mobile banking, automated phone services, and resolves user-related issues.

• Engages in new product testing and participates in other organizational or departmental projects as assigned.

• Provides management with insights on workflow issues, patterns, and potential improvements.

• Fosters a positive work environment by communicating in a manner that aligns with professional standards, facilitating effective collaboration with members, colleagues, management, and vendors.

• Stays informed about industry developments, including changes in regulations and technology.

⛳️ Requirements

• High School Diploma or equivalent; a college degree is preferred, though experience may be considered in lieu of a degree.

• At least one year of experience in the financial services industry, specifically in a call center environment.

• Must achieve required scores on Call Monitoring.

• Exceptional problem-solving, organizational, analytical, verbal, and written communication skills.

• Strong decision-making and time management abilities, with the capacity to handle multiple projects and responsibilities.

• Trustworthy, with the ability to uphold the highest levels of integrity and trust.

• Proficient in Microsoft Office, particularly Word, Excel, and PowerPoint.

• Capable of utilizing multiple software applications simultaneously to address member inquiries.

🏝️ Benefits

• Flexible to work a structured schedule that includes evening hours up to 7:00 p.m. (EST) in a remote environment that is free from distractions.

• Stable internet connection with sufficient speeds for video conferencing and screen sharing.

• Smartphone equipped with current iOS/Android OS.