Member Service Specialist (Call Center)

: Overview: The Member Service Specialist is cross trained and responsible for a variety of functions within the Member Service Center. (MSC). The MSC is a one contact resolution center for member inquiries, requests, and transaction support. You are responsible for answering calls from new and existing members, verifying information and performing a variety of transactions. They act on behalf of a variety of departments within the credit union to support the overall member experience. Using knowledge of Credit Union products and services, as well as outstanding member service skills, you will address issues, provide support, and offer information to service and build member relationships as well as demonstrate good risk management decisions to assist the branch in managing preventable losses and reduce fraudulent activity. Responsibilities:

• 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

Preferred

• Customer service experience, with banking, credit union, or call center experience
• Spanish proficiency

Additional Compensation: Northwest Federal offers a comprehensive and inclusive benefits program, which includes medical, dental and vision plans for you and your family, 4 weeks paid vacation, 12 paid holidays, 24 hours of paid volunteer time, parental leave, company paid disability and life insurance, and a generous 401(k) plan with up to 7% employer match. Compensation for this role ranges from $20.90/hr - $35.58/hr, depending on experience and qualifications. EEO Notice: Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law. NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at 703-709-8900 or [email protected].