Job Description

JOB OBJECTIVE:

• This position is accountable for providing exceptional service in a call center environment, with a focus on processing transactions, member requests and referring financial products and services
• Adheres to the credit union's policies, procedures and quality service standards

NATURE & SCOPE:

• Processes member transactions. Performs account file maintenance, handles member issues and inquires
• Identifies cross-selling opportunities, referring members to Member Service Center Specialist I-
• II
• Meets/exceeds established monthly/annual sales and service goals
• Maintains knowledge of all products and services, policies and procedures
• Follows quality service standards to ensure exceptional quality service is provided
• Addresses difficult member situations and resolves in a positive manner
• Identifies questionable or suspicious transaction activity, reporting it to management in order to protect the credit union from potential losses
• Performs necessary steps to ensure BSA/AML compliance to reduce risk to the credit unin
• Assists with end of day balancing, opening and closing procedures and other side jobs as assigned
• FSCC - Knowledgeable on all FSCC Policies and Procedures that are unique to a Service Center
• environment. This includes transaction processing and limitations, hold requirements, service standards, restrictions, etc.
• Performs other relevant duties as required

Member Service Representative II (Must be competent at the level of a Member Service Representative I), in addition:

• Thorough knowledge of all products and services, policies and procedures
• Quotes deposit rates and membership eligibility
• Knowledgeable in automated services
• Provides on-line banking and bill pay support

Member Service Representative III (Must be competent at the level of a Member Service Representative II), in addition:

• Proven sales and service goals
• Back up for processing consumer loans and new accounts

OTHER EDUCATION, SKILLS, AND ABILITIES

• A high school diploma or equivalent is desired
• Member Service Representative I: 1 year of previous customer service experience
• Member Service Representative II: 1 year experience in a financial institution to include sales and service. Call Center experience preferred
• Member Service Representative III: 2 years experience in a financial institution plus proven successful performance in sales and service
• Call Center experience preferred
• Excellent communication skills; sound judgment and attention to detail
• Previous experience with Microsoft Windows applications is preferred
• Ability to appear for work on time, follow directions from a supervisor, interact effectively with coworkers, understand and follow posted work rules and procedures, and accept constructive criticism
• Ability to operate standard business machines such as computer, printer, fax, copier and telephonic devices

MAJOR ACCOUNTABILITIES:

• Process member transactions and requests accurately and timely
• Present a friendly, outgoing and positive demeanor
• Ensure sales and service goals are met
• Refer members to appropriate staff for sales opportunities
• Adhere to key and dual control policies and procedures
• Adhere to security and robbery procedures
• Complies with all other policies and procedures

Company Description

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