Member Service Representative (Contact Center)

Schedule

Overview

Pay Rate: $16.00 to $18.00 per hour

Full-Time

In-person training in Roy, Utah (30-90 days); Remote work AFTER training

Hours of Operation:

Mon-Fri:               8:00am-7:00pmSat:                        8:00am-6:00pm

Must be able to to work:

• 2 closing shifts a week (possibly until after 7 depending on call volume)
• 1 Saturday per 2 week period
• One additional late night a month (on Friday)

Remote Work:

This position does offer a work at home option AFTER the completion of a 90 day in-person training. The in-person training takes place at our service center in Roy, Utah.

Remote options are currently only available for those who can complete the 90 day in-person training and then reside in one of the following states: Utah, Idaho, Nevada, New Mexico, or Arizona.

Overview:

This position requires excellent public relation and communication skills, a high level of professionalism, and a full understanding of America First products and services. Employees must maintain member satisfaction ratings through our net promoter scores, and display integrity based on criteria established by both department and credit union management. Employees are expected to meet and exceed sales goal expectations by evaluating each member interaction for sales and educational opportunities. This position requires adaptability as employees are required to keep up to date on compliance policies to ensure all transactions are completed within regulatory guidelines.

Responsibilities

1. Assumes responsibility for the effective and professional performance of member service functions.

a. Receives member telephone questions and concerns in a professional manner. Researches and resolves concerns promptly and professionally.

b. Provides information to members on accounts, payments, interest rates, blue book estimates, loan options, savings investment programs, mortgage payments, stop payments, and credit bureau ratings, etc.

c. Provides courtesy rebates requested by Branches or members, within limits.

2. Assumes responsibility for establishing and maintaining effective, professional business relations with members.

a. Receives member calls, questions, and complaints. Resolves member requests and questions promptly and courteously.

b. Keeps members informed of Credit Union services and policies.

c. Maintains and projects the Credit Union's quality reputation.

3. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and Management.

a. Assists area personnel as needed.

b. Communicates with area personnel and Management regarding activities and significant problems.

c. Completes required stats and records accurately and promptly.

d. Attends and participates in meetings as required.

4. Assumes responsibility for related duties as required or assigned.

a. Actively and professionally cross-sells Credit Union products and services.

b. Keeps work area clean and well-maintained.

c. Assists area personnel as necessary.

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Qualifications

Training/Education/Certification:

•  High school graduate or equivalent.

Required Knowledge:

•  Thorough knowledge of member services and products.
•  Understanding of Credit Union Teller processes, bookkeeping procedures, and computer system applications.

Experience Required:

• 1-3 years experience in a full service financial institution (preferred).

Skills/Abilities:

• Excellent communication and public relations skills.
• Professional appearance, dress, and attitude.
• Strong problem solving skills.
• Ability to operate related business equipment including 10-key, telephone, and computer.
• Solid math and bookkeeping abilities.