Member Support Specialist at Isabella Community Credit Union

Union Charter Township, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

02 Feb, 26

Salary

0.0

Posted On

05 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Member Service, Communication, Problem-Solving, Computer Skills, Conflict Resolution, Relationship Building, Cross-Selling, Account Management

Industry

Banking

Description

Description Role: To ensure members and potential members receive fast, courteous, and accurate service by telephone, chat, email or text; explains services; provides support for accounts, plastic cards, internet/mobile banking, and remote deposit capture; responds to problems, sets up new accounts; and directs members' Inquiries to the appropriate area. Essential Functions & Responsibilities: Assists members and employees with telephone calls, chats, emails, or texts; answers questions about products and services; resolves problems within their authority. Identifies opportunities to cross-sell additional products or services to members. Confers with members by telephone, chat, email, or text to provide information about products or services. Maintains accurate member account information on computer system and prepares required reports for management. Consults supervisor regarding problems that are beyond their authority level to develop an approved resolution. Performs other job related duties as assigned. Performance Measurements: Provide informed, prompt, and accurate service to all members and associates by answering the telephone within three (3) rings, responding to chats within two (2) minutes, and responding to texts within five (5) minutes, and responding to email messages or correspondence within one (1) hour. Actively cross-sell products and services to members to achieve or exceed 100% of all established individual and team sales goals. Provide informed, prompt, professional and accurate service and support to all members and associates. Troubleshoot and resolve member and internal inquiries in a timely and accurate manner, communicating the resolution to affected parties. Ensure compliance with all applicable Credit Union policies, procedures, and regulations. Maintain a professional work environment and businesslike appearance. Requirements Experience One month to twelve months of similar or related experience. Education A high school diploma or GED. Interpersonal Skills Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication. Other Skills Outstanding member service skills, including good oral and written communication, problem-solving, and computer skills. Actively looks for ways to help people. Physical Requirements Ability to speak clearly over the telephone and type on a keyboard. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at a time. Work Environment Fast-paced team environment, with open cubicles to foster teamwork, open communication, and collaboration.

Responsibilities

The Member Support Specialist provides fast, courteous, and accurate service to members through various communication channels. They assist with account support, resolve inquiries, and identify opportunities for cross-selling products and services.