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Member Support Center Specialist

Wichita Federal Credit Union

Member Support Center Specialist

Wichita, KS
Paid
  • Responsibilities

    Job Description

    MEMBER SUPPORT CENTER SPECIALIST

    CATEGORY OF EMPLOYMENT

    Grade 5

    Full-time; non-exempt

     

    Position Purpose

    This position is important to the success of credit union in fulfilling its mission as outlined in the mission statement.

     

    Reporting Relationships

    This position reports to the Member Support Center Manager.

     

    Essential Functions and Accountabilities:

    •  Identify members’ financial needs through effective relationship building and providing solutions as well as making referrals to the internal specialists who can provide the matching solution(s) when appropriate (Loan Specialist and/or Mortgage Specialist referrals).
    • Meet WFCU Group Service Standard goals.
    • Answering incoming calls with varying levels of complexity, including the following:
      • Balance inquiries, transfers, and basic account history questions
      • Debit and credit card inquiries, including transaction declines, suspected fraudulent transactions, disputes, and nonworking card issues
      •  Questions regarding technological services offered by WFCU, including online banking, mobile banking, bill pay, and remote deposit
      • Loan inquiries and basic loan functions, such as payoff inquiries, autopay/ACH setup, and due date changes
    •  Respond to member queries via FI Management and “Contact Us” messaging.
    • Cross-sell WFCU products and services.
    • Assure proper maintenance, cleanliness, and security of work area, desk, equipment, etc.
    •  Perform other duties as required by supervisors and assist other departments when necessary.

    Performance Expectations

     

    • Contribute to the overall efforts of the credit union in reaching its objectives, which include:
      • Providing quality service to credit union members.
      • Meeting WFCU Service Standards (Communications, Service Levels).
      • Exceed referral expectations for referrals to internal specialists
      • Maintaining efficient and productive credit union operations.
      • Willing to go the extra mile for members, meeting their needs and exceeding their expectations.
      • Energetic with a can-do attitude.
    • Demonstrate   willingness   to   achieve   professional   growth   through on-the-job   training   and educational opportunities.
    • Maintain friendly working relationships with management and coworkers.
  • Qualifications

    Qualifications

    MINIMUM QUALIFICATIONS:

    High school graduate.

     

    DESIRABLE QUALIFICATIONS

    At least one year’s experience as cashier or teller, preferably in a financial institution.

    • Advanced computer skills; proficient MS Office
    • Excellent time management skills
    • Excellent verbal and written communication skills
    • Ability to follow up with others regarding information needed or provided
    • Ability to work independently, self-starter, energetic
    • Able to handle highly confidential information with discretion
    • Detail oriented
    • Able to adhere to tight deadlines
    • Able to produce high-quality work in an efficient and timely manner
    • Demonstrate flexibility and adaptability by being able to discern between conflicting priorities and reprioritize as business needs dictate
    • Embraces change

     

    DESIRABLE TRAITS

     

    • Professional presence.
    • Punctual, dependable and cooperative.
    • Possess a positive demeanor and cooperative attitude in relations with members and employees.
    • Communicates with warmth and compassion while keeping the needs of the business as the primary focus.

                                  

    Additional Information

    PHYSICAL AND MENTAL DEMANDS

    Physical activities involve those normally associated with working in an office environment: walking, standing, talking and similar activities.

     

    Vision and hearing requirements, including close vision, ability to distinguish basic colors and/or shades, depth perception ability to adjust focus, ability to hear telephone and/or in-person conversations, and other vision and hearing demands.

     

    Ability to lift objects or exert force in pushing and pulling.

     

    Mental demands, including such requirements as reading documents, analyzing and solving problems, interpreting data or information, using math or mathematical reasoning, learning and applying new information and skills, performing highly detailed work, meeting changing and/or intensive deadlines, constant interruptions, multiple concurrent tasks and interacting with members/coworkers.

     

    This Job Description is not a complete statement of all duties and responsibilities comprising this position. Wichita Federal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

     

  • Industry
    Financial Services