We are looking for a Senior Member Service Representative II Virtual Support who will be primarily responsible for providing exceptional online member service; responding to complex service, sales, and operational Member inquiries via email and secure messaging channels with backup phone support as required. Responses to Member inquiries must be delivered quickly, accurately, within designated service levels. Responses should align with the Redwood Group Service Doctrine and be in compliance with established/documented RCU policies and procedures whenever possible, however the complex nature of the inquiries may require research, testing, utilizing subject matter experts and financial services experience to take action and fully address the Member concern.
As the SENIOR MEMBER SERVICE REPRESENTATIVE II VIRTUAL SUPPORT, you will be responsible for a variety of tasks which would include:
- Provide exceptional service and support to all RCU Members (including Staff, Volunteers, and Service Providers) via email/secure messaging or any other designated virtual service channel.
- Cross-sell RCU and RCUSG products and services.
- Research and resolve Member problems, of varying degrees of complexity; updating online information/submitting requests to update knowledge sources as appropriate.
- Demonstrate a sense of urgency in assisting Members and taking ownership of Member messages and concerns.
- Safeguard Member information and ensure confidentiality by following established policies and procedures.
- Partner with MSC peers and other Lines of Business to ensure that responses are accurate and resolved within the channel they are initiated.
- Conduct on the job MSC staff training as requested and support new hire MSC training and SOAR mentorship.
- Be available to answer Member calls at threshold assigned and complete phone requests.
- Adhere to schedule provided and demonstrate scheduling flexibility by working Saturdays and evenings as requested.
- Actively participate in MSC, departmental, and company meetings.
Required Skills
KNOWLEDGE, SKILLS AND ABILITIES
- Excellent written and verbal communication skills.
- Thorough knowledge of financial institution products and services, including loans.
- Demonstrated expert ability to solve problems of varying complexity independently with minimal supervision
- Thorough knowledge of financial institutions operational policies and procedures.
- Expert ability to use/access knowledgebase or online manuals to gather information for problem resolution.
- Highly skilled in the operation of Microsoft Word, PowerPoint, internet and intranet “point and click” applications including experience in widely used browsers (i.e. Internet Explorer, Firefox, and Google Chrome).
- Expert ability to effectively review written requests and respond within established deadlines.
- Desire and ability to work independently a fast paced, time sensitive environment.
- Demonstrated ability to establish and maintain effective working relationships with a diverse group of people.
- Demonstrated ability to effectively cross-sell products/services using needs-based sales approach.
- Expert ability to analyze situations and recommend solutions.
- Ability to make sound business decisions, using the principles of RCU Vision, Mission and Values.
Required Experience
EDUCATION/EXPERIENCE
College level writing skills (Associates degree required) with experience in email/chat support, and three years of financial institution experience or contact center/virtual support experience, including a minimum of two years in a sales and service environment.
MANDATORY VACCINATION POLICY:
As a condition of employment, new hires must be fully vaccinated against COVID-19 on or before the first day of employment (subject to legally mandated exemptions).
SERVICE ~ TRUST ~ PEOPLE ~ COOPERATION
We are an Equal Opportunity Employer