Job Description

THIS POSITION IS PROJECTED TO START ON 12/09/2024 AND REQUIRES 5 WEEKS OF MANDATORY PAID TRAINING AT OUR HEADQUARTERS IN COLORADO SPRINGS, COLORADO.

Required availability for this position is Monday through Friday 7:00 am to 6:00 pm (shift will vary within these hours) and Saturdays from 8:00 am to 3:00 pm.

The Member Service Representative I/II must provide accurate information regarding member inquiries while actively cross-selling and educating members on Credit Union products and services. Outstanding service must be delivered while remaining professional, responsive, and encouraging. In addition the MSR I is responsible for understanding and complying with credit union policies/procedures and industry regulations while seeking to protect the assets of members and the credit union.

Essential Functions

Member Service Representative Call Center I:

• Member Service - the representative must accurately process member requests received through incoming calls. Representatives must provide individual member service at a high-standard professional level while updating the existing database with any changes requested by the member. Members must be verified using Ent's most current procedures to minimize fraudulent activity. The representative must possess the skill to identify and escalate priority issues to the proper area.
• Sales - Accountable for meeting member needs through maintaining a strong knowledge of products and services available to members, regularly providing referrals to such products and services in all areas including, but not limited to lending, investments, electronic banking, wealth management, and business banking.
• Knowledge - Maintains knowledge and remains current in the position by taking a proactive approach with participating in on-going training, side by sides, quality control sessions, online BVS courses, and utilizing Outlook and Element on a daily basis resulting in the delivery of world class service to our members.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Member Service Representative Call Center II:

• Member Sales & Service: In order to build and retain member relationships, the representative must answer incoming calls from members, accurately answer inquiries and troubleshoot problems. Members must be verified using the processes and procedures in place, minimizing fraudulent activity. Representative possesses the skill to identify and escalate priority issues. A higher skillset is required to perform certificate maintenance and handle all online banking inquiries. MSR II is expected to resolve member concerns properly and provide solutions to avoid escalations in all areas of member service. The representatives must have extensive knowledge of all products and services by actively listening and determining the product that best fit the member’s needs. Products and services include but are not limited to: investment services, online banking and credit cards. In the area of credit cards, the representative will obtain the skillset to submit both consumer and business credit card applications.

• Knowledge: Maintains knowledge and remains current in the position by taking a proactive approach with participating in on-going training, side by sides, quality control sessions, online BVS courses, and utilizing Outlook and Element on a daily basis resulting in the delivery of world class service to our members.

Qualifications

Minimum Formal Qualifications for this Position

Member Service Representative Call Center I:

• High School Diploma/G.E.D. or equivalent.
• 6+ months experience in customer service. Pref
• Inbound phone experience. Pref
• Sales experience. Pref
• Previous financial institution experience. Pref

Member Service Representative Call Center II:

• High School Diploma/G.E.D. or equivalent.
• 1+ years’ combined experience to include inbound phone experience and financial services experience, required
• Sales Experience, pref

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2+ years of account experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work experience.

Technical or Specialized Knowledge/Skills:

Member Service Representative Call Center I:

• Strong Customer Service focus.
• Basic understanding of typical products, offerings, and resources within the banking/credit union environment.
• Must have proficient computer skills, including the ability to use Windows, Microsoft Word and Office.
• Symitar experience beneficial.
• Strong communication skills.
• Organizational skills required.
• Typing, computer, and ten-key required.

Member Service Representative Call Center II:

• Excellent Customer Service focus.
• Strong proficiency in relevant credit union products, offerings, and resources.
• General understanding of Online Banking and Business Credit Card products and procedures required.
• Must have proficient computer skills, including the ability to use Windows, Microsoft Word and Office.
• Ability to complete multiple tasks utilizing various databases concurrently is required.
• Strong communication and writing skills.
• Organizational skills required.
• Typing, computer, and ten-key required.
• Symitar experience strongly preferred.

Certifications Required:

• None

Environmental, Physical and Psychological Requirements

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Frequently
• Lifting - Rarely (40 Lbs)
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Occasionally
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Occasionally
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Occasionally
• Noises louder than normal speaking volume - Occasionally
• Temperature Changes - Rarely
• Atmospheric Conditions - Rarely

Additional Information

THIS POSITION IS PROJECTED TO START ON 12/09/2024 AND REQUIRES 5 WEEKS OF MANDATORY PAID TRAINING AT OUR HEADQUARTERS IN COLORADO SPRINGS, COLORADO.

Required availability for this position is Monday through Friday 7:00 am to 6:00 pm (shift will vary within these hours) and Saturdays from 8:00 am to 3:00 pm.

The hourly ranges for the positions are:

Member Service Representative Call Center I: $18.10 – $21.42 (S10).

Member Service Representative Call Center II: $19.23 - $23.48 (S11).

Bilingual stipend is available.

This position is eligible for a monthly incentive plan.

We anticipate this position to close on 11/14/2024. Please submit your application at your earliest convenience to be considered.

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Benefits Summary Sheet 2024

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)