Member Service Officer at Global Credit Union

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Full Time

Start Date

Immediate

Expiry Date

19 Feb, 26

Salary

90230.0

Posted On

21 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Member Service, Communication Skills, Problem Solving, Coaching, Technical Support, Customer Relationship Management, Financial Products Knowledge, Complaint Management, Training Support, Team Leadership, Innovative Approaches, Policy Knowledge, Professionalism, Knowledge Sharing, Escalation Management, Quality Support

Industry

Financial Services

Description

Overview Reports to: Member Service Center Team Manager (may vary by location) Functions Supervised: None Primary Functions: Provide assistance across all MSC queues. Assist in supporting new knowledge and job functions during the nesting period(s) to MSC employees with an emphasis placed on providing prompt, professional, helpful, knowledgeable, and courteous member service while recommending financial products and services to meet member needs. Provide support regarding new products, services, technology, and new programs and processes to encourage change. Contribute to the growth of the credit union by achieving individual and business line goals through leadership activities. Duties and Responsibilities: Support all queues and contact channels in the Member Service Center; queue support includes resolving member interactions, escalations and supporting more technical and complex requests. Maintain knowledge of credit union services, related policies and procedures, and Member Service Center business unit functions. Responsible for providing prompt, professional, knowledgeable, and courteous member service. Actively participate in the Nesting Program by supporting new hires during their transition from classroom training to the production environment from day 15 to day 90. Deliver real-time quality support to specialists throughout their nesting period, addressing member escalations as well as misdirected and mishandled calls. Lead member recovery support activities in relation to complaint management processes. Provides ongoing coaching and support to contact center employees to reinforce training concepts and address areas of improvement. Provide recommendations for MSC and organizational enhancements with consideration for the member and employee experience. Hold an active role in supporting the introduction and integration of new call center disciplines, embracing innovative approaches to enhance department effectiveness and service quality. Perform other duties as assigned. Qualifications Education: High school graduate or equivalent Creditable Experience in Lieu of Education: Not Applicable Experience/Skills: Passion for helping people and the drive to build relationships that assist members meet financial goals. Strong communication and personnel management skills. Ability to effectively ask open-ended questions, problem solve and provide solutions. Tenure: Member Service Officer, Category 11, requires performance that meets or exceeds expectations as stated on the Employee Success Profile and/or employee evaluation. Directly related work experience and/or accelerated training completion may be substituted for tenure. Compensation Member Service Officer (Category 11) Salary Pay Range: $57,484 - $90,230 annually. Starting base salary will be determined based on candidate experience, qualifications, education, and local or state wage requirements, if applicable and will fall within the range provided above. In accordance with our Salary Administration policy, new hire base salaries generally fall within the minimum to midpoint of the listed range. Benefits Short-term and long-term incentives Comprehensive medical, dental and vision insurance plan that has HSA and FSA options 401(k) plan with a 5% match Employee Assistance Program (EAP) Life and disability coverage Voluntary cash benefits for accident, hospitalization and critical illness Tuition Reimbursement Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays Click here to view Global’s comprehensive Benefits Programs Equal Opportunity Employer

Responsibilities

Provide assistance across all Member Service Center queues and support new hires during their transition from training to production. Contribute to the growth of the credit union by achieving individual and business line goals through leadership activities.