Member Service Representative Call Center

Job Description

Job Summary/Company: Sparks Group is seeking a highly motivated and customer-focused individual to join our Member Service Center as a Member Service Specialist. This is a long term contract position with the potential to become permanent for the perfect candidate. This crucial role is responsible for providing one-contact resolution for a wide array of member inquiries, requests, and transactional needs. As a cross-trained specialist, you will skillfully manage incoming calls from both new and established members, meticulously verify information, and accurately execute various financial transactions. You will serve as a knowledgeable representative for various credit union departments, applying your expertise in our products and services to deliver exceptional support, foster robust member relationships, and uphold strong risk management practices to mitigate preventable losses and deter fraudulent activities.

Responsibilities:

Manage member customer service inquiries, ensuring adherence to key performance metrics including call handle time, call quality, and after-call work efficiency.

Process a diverse array of financial transactions with precision and speed, encompassing payments, transfers, new account establishments, and online/mobile banking support.

Identify and cultivate financial opportunities for members proactively, leveraging the Member Advantage framework in collaboration with pertinent business partners.

Contribute to the member service center's attainment of member retention, acquisition, and growth objectives.

Engage in community outreach to promote the credit union's mission and foster membership expansion.

Maintain a professional demeanor to instill member confidence and foster trust.

Comply rigorously with all established Credit Union MSR policies and procedures.

Ensure adherence to operational, security, and control policies and procedures, thereby mitigating fraud risks and safeguarding member assets.

Exhibit collaborative teamwork through proactive assistance to colleagues and active participation in team meetings.

Identify and capitalize on referral opportunities to other business lines within the Credit Union.

Fulfill additional duties as assigned to support the member services team effectively.

Participate in branch sales promotions and proactive outreach to existing members.

Remain cognizant of and adhere to all policies and procedures, including regulations pertaining to the Bank Secrecy Act (BSA).

Qualifications/Background Profile:

High School Diploma or GED; a college degree is preferred.

A minimum of one year of customer service experience in banking and call center environment

Demonstrated strong attention to detail is essential.

Ability to perform duties independently with minimal direct management supervision.

Possession of demonstrated initiative and resourcefulness as a self-starter.

Ability to work fully on-site

Must be able to pass a background and credit check

This job is In-Person.

We offer several comprehensive benefits package including health and life insurance, paid and unpaid time off, and retirement and savings plans to qualifying employees.

Download the Sparks Group mobile app from Apple App Store or Google Play.

Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.