Member Service Specialist (Call Center)
- Handle member customer service needs while meeting key performance metrics, including call handle time, call quality, and after call work
- Accurately and efficiently process a variety of transactions, including payments, transfers, opening of additional new accounts, assisting with online and mobile banking, etc.
- Pro-actively identify financial opportunities for the member utilizing the fundamentals of the Member Advantage, working cooperatively with appropriate business partners
- Support the member service center in achieving member's retention, acquisition and growth goals
- Promote the credit union & membership growth through community involvement
- Maintain a professional manner to build member confidence and trust
- Adhere to all procedures stated in the Credit Union's MSR policy and procedures
- Ensure compliance with operational, security and control policies/procedures, preventing fraud and protecting member assets
- Positively demonstrate teamwork by pro-actively assisting other colleagues when needed as well as actively participating and contributing during team meetings
- Recognize an act on referral opportunities to other lines of business within the Credit Union
- In order to assist the member services team, additional duties may be assigned as needed
- Pro-actively reach out to existing members by participating in branch sales promotions
- Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA) Qualifications: Required
- High School diploma or GED; college degree preferred
- Minimum 2 years' customer service experience
- Demonstrated strong attention to detail
- Ability to work independently with minimal direct management supervision
- Demonstrated initiative and resourcefulness as a self-starter
- Must have the ability to work on-site in the Herndon, VA office during the initial training period
- Ability to work Monday - Friday from 10:30am - 7pm & a Saturday rotation
- Customer service experience, with banking, credit union, or call center experience
- Spanish proficiency
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