Member Center Specialist

Job Description

Job Description

Position Title: Member Center Specialist

Reports To: Member Center Supervisor

Grade Level: 6

Hiring Salary Range: $18.23 - $22.79

Full Salary Range: $18.23 – $27.35

Primary Responsibilities:

Provide quality member service delivery by telephone; process telephone transaction requests; provide rate information; process telephone inquiries regarding account information, credit union policies and procedures, when appropriate, transfer call to proper individual or department. Responsible for meeting corporate and department goals and objectives, including inbound and outbound calls. Duties must be accomplished in compliance with federal and state laws and in accordance with the credit union’s policies and procedures and with constant attention to CAFCU’s creed, vision, mission and goals.

Duties and Responsibilities:

1. Provide quality member service delivery by telephone.
2. Provide deposit, loan rate, and service information.
3. Provide general account information.
4. Explain procedure and initiate stop payments.
5. Explain procedure and initiate name and address changes.
6. Record research requests. Deliver to appropriate personnel for forms distribution.
7. Explain procedure to initiate direct deposits and ensure proper forms are mailed to member.
8. Process internal transfers for loan payments.
9. Assist members with problems and complaints: providing first contact resolution when at all possible.
10. Explain credit union policies and procedures.
11. Initiate the process for Commercial Money Orders and Wire Transfer requests.
12. Process share withdrawal requests.
13. Process funds transfers between accounts.
14. Process payroll distribution requests.
15. Possess strong knowledge of MARTI, Home Banking & On-line Bill Payment and assist members with usage.
16. Participate in outbound sales call campaigns as needed.
17. Recognize the need to ask for assistance from Member Center Supervisors or the Member Center Manager when needed.
18. All other duties as assigned.

1. Meet corporate and department goals.

1. Explain features and benefits of all credit union products and services.
2. Recommend appropriate credit union products and services to members.
3. Provide membership information: field of membership qualification and new account initiation.
4. Keep appraised of all credit union product and procedure changes.
5. Survey membership to ascertain service levels.
6. Provide information on new and ongoing promotions.

Qualifications:

High school diploma or equivalent job experience. Minimum 1 year of service experience. Ability to communicate effectively and efficiently with others. Must possess strong problem solving skills and the ability to manage stress and work under pressure. Previous call center experience a plus. Willing to work a flexible schedule and overtime as needed.

While performing the duties of this job, the employee is frequently required to sit, view information on a computer screen, and talk or hear. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Telephone conversations between Member Center Specialists and callers may be monitored or recorded for the purposes of training, coaching, feedback and quality assurance on an unannounced basis.