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:

High School diploma or GED; college degree preferred

Minimum 1 year customer service experience

Minimum 1 year financial institution, call center or banking 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 training period

Ability to work M-F 10:30am - 7pm & a Saturday rotation

Spanish proficiency is highly preferred for this position

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 (phone number removed) or (url removed).

Permanent