Investing in a career at Kinecta Federal Credit Union simply makes good sense. Kinecta is one of the largest credit unions based in California and growing! We currently have an exciting opportunity for an outgoing, ambitious, and innovative individual that thrives on helping people in a team environment.
Kinecta Federal Credit Union is currently looking for a MEMBER SERVICE ADVISOR CALL CENTER.
The MEMBER SERVICE ADVISOR is based in the Member Contact Center and will work within established guidelines to perform service and sales activities and routine phone transactions. Successful performance of the work requires good knowledge of sales, member service policies and procedures, member management, and basic financial analysis. Responsibilities include direct contact with Credit Union members and staff regarding inquiries, product offerings and lead generation. This position also requires good knowledge of balancing standards, referrals and sales of products and services.
The Member Services Advisor is responsible for:
- Reports to work in a prompt manner in accordance with assigned schedules, complying with department and organizational attendance, and punctuality guidelines.
- Provides quality service and sales via the telephone system to domestic and international Credit Union members.
- Assist members and proactively uncover financial needs through referrals, products and services that will enhance the members financial situation.
- Records daily quality conversations with members and creates new member profiles.
- Supports corporate product campaigns and ensures Member Contact Center goals are met, anticipates obstacles, and strategy methods to optimize results.
- Assists in the development of best practices and sales strategies by participating in assigned classroom training and floor meetings.
- Advises members on products and services that meet their specific needs.
- Processes member transactions e.g. disbursing funds, posting transfers, loan payments, stop payments, ACH/ATM/Debit Card disputes and placing travel notifications on cards efficiently and accurately.
- Contributes to the department’s achievement of service quality scores and production goals.
- Maintains confidentiality of Credit Union and member records.
- Responsible for the attainment of assigned individual sales production goals and quality service goals.
- Processes loan applications ensuring all information is correctly entered into the automated loan processing system. Ensures compliance on all loan requests within Credit Union and Federal Regulatory standards.
- Cross-sells via inbound the full spectrum of Credit Union / KFIS products and services for ultimate relationship building with members.
- Supports cross-divisional sales in consumer loans, mortgages, and KFIS products through referrals or taking applications when appropriate. Meets established monthly loan and referral goals.
- Analyzes and escalates urgent sales/service or system issues to appropriate area for prompt resolution
- Escalates account research on member sales and service issues following appropriate escalation protocol as required.
Required Skills
KNOWLEDGE, SKILLS AND ABILITIES:
- Working PC knowledge, windows preferred and related applications.
- Knowledge in the area of sales, customer service, business development, branch administration and products and services in order to integrate concepts and theories.
- Good communication skill – both written and orally. Bi-lingual proficiency may be required.
- Problem solving skills.
- Ability for conceptual thinking and working knowledge of other major areas of the Credit Union.
- Ability to integrate and communicate information on a one-on-one basis as well as in group situations and in writing.
- Ability to provide effective leadership and guidance to staff.
- Ability to read and interpret financial and statistical data, information and documents;
- Ability to interact with staff, members, and others encountered in the course of work;
- Ability to analyze and solve problems.
- Ability to learn and apply new information or skills.
- Ability to work under intensive deadlines.
Required Experience
EDUCATION, TRAINING AND EXPERIENCE:
Potential candidates for this position must meet the following requirements:
- High school diploma or general education degree (GED).
- Minimum one year experience in customer service and cash handling; or equivalent combination of education and experience.
- Working PC knowledge, windows preferred and related applications.
- Excellent verbal communication and problem resolution skills.
EXPERIENCE AS OUTLINED MAY BE SUBSTITUTED FOR EDUCATION ON A YEAR-FOR-YEAR BASIS.