Call Center-Member Service Representative II

Shift: Monday - Friday 8:00AM - 5:00PM (November - March the hours will be 9am-6pm for Daylight Savings time)
*Hours will be 7am-4pm during first 3 weeks for training.
The Member Service Representative II must provide accurate information regarding member inquiries while actively cross-selling and educating members on Credit Union products and services. Outstanding service must be delivered while remaining professional, responsive, and encouraging. In addition, this role is responsible for understanding and complying with credit union policies/procedures and industry regulations while seeking to protect the assets of members and the credit union.
Essential Functions
Member Sales & Service:
In order to build and retain member relationships, the representative must answer incoming calls from members, accurately answer inquiries and troubleshoot problems.
Members must be verified using the processes and procedures in place, minimizing fraudulent activity. Representative possesses the skill to identify and escalate priority issues. A higher skillset is required to perform certificate maintenance and handle all online banking inquiries.
MSR II is expected to resolve member concerns properly and provide solutions to avoid escalations in all areas of member service. The representatives must have extensive knowledge of all products and services by actively listening and determining the product that best fit the member's needs. Products and services include but are not limited to: investment services, online banking and credit cards. In the area of credit cards, the representative will obtain the skillset to submit both consumer and business credit card applications.
Knowledge: Maintains knowledge and remains current in the position by taking a proactive approach with participating in on-going training, side by sides, quality control sessions, online BVS courses, and utilizing Outlook and Element on a daily basis resulting in the delivery of world class service to our members.
Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Minimum Formal Qualifications for this Position
High School Diploma/G.E.D. or equivalent.
1+ years' combined experience to include inbound phone experience and financial services experience. Required
Sales experience. preferred
Technical or Specialized Knowledge/Skills:
Excellent Customer Service focus.
Strong proficiency in relevant credit union products, offerings, and resources.
General understanding of Online Banking and Business Credit Card products and procedures required.
Must have proficient computer skills, including the ability to use Windows, Microsoft Word and Office.
Ability to complete multiple tasks utilizing various databases concurrently is required.
Strong communication and writing skills.
Organizational skills required.
Typing, computer, and ten-key required.
Symitar experience strongly preferred.

Employment type
Full-time

Work arrangement
No