Member Care Specialist II

Description

Role:

To serve members by providing information in accurate, professional and efficient manner via telephone, mail or email.

Essential Functions & Responsibilities:

•   Answer member calls and assist members with balance inquiries, transfers, reset online services, post loan payments, teller checks and resolve member problems.
•   Assist members with debit and credit card issues and ordering cards. Process returned mail and mobile deposits. Answer the general information emails. Perform routine maintenance on accounts.
•   Assist members with resolving lending questions and issues.
•   Promote benefit awareness and member experience.
•  Perform Member Service Center opening and closing procedures.
•   Perform other duties assigned.

Performance Measurements:

1. Possess excellent telephone communication skills and ensure the member or team member understands the message you are trying to convey.
2. Ensure work continues at a steady pace with a high rate of accuracy.
3. Perform all duties in a timely manner to ensure member satisfaction.
4. Clear and efficiently written and verbal communication.
5. Comply with all credit union policies and procedures.

Requirements

Knowledge and Skills:

Experience

 Six months to two years of similar or related experience. 

Education

 A high school education or GED. 

Interpersonal Skills

 Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. 

This Job Description is not a complete statement of all duties and responsibilities comprising the position.