The Member Services Officer is responsible for providing “wow” level service to both members and co-workers in a call center environment. Through effective listening and thorough knowledge of our products and services, the Member Services Officer satisfies our member’s needs and effectively resolves member’s concerns. The Member Services Officer personifies our Promise Principles of “Personal”, “Professional” and “Proactive” while consistently demonstrating our core values of "communication”, “integrity” , “accountability”, “teamwork” and “service experience focus.”
Provides assistance to members in all areas relating to their financial needs (questions, transaction requests, complaints, etc), while assisting them in the selection of appropriate products and services
Exercises strong oral and written communication skills to explain Credit Union policies and to resolve basic member concerns in a professional and personable manner.
Directs the calls to appropriate personnel as needed and adheres to the standards of service quality and statistical performance measures during all member interactions.
Achieves established goal for sales and member service rating (shops) and sales/product goals.
Participates actively in department meetings, contributing to the development of new programs and methods to improve effectiveness of delivery and member service
Maintains up-to-date knowledge of all federal regulations related to loans and operations.
May be asked to assist with Call Center PROD fulfillment.
Must consistently report to work on-time, as scheduled.
Please note that hours can vary depending on actual shift. Our contact center is open from Monday through Sunday (7:00 am to 8:00 pm Monday - Friday and 8:00 am to 5:00 pm on Saturday and Sundays)
Ideal candidate will have:
Must have at least 6 to 18 months of recent financial institution experience in a call center, teller and/or new accounts representative role.
Must have excellent oral and written communications skills, a polished phone manner and technique as well as the demonstrated ability to cross-sell products and services.
Should have experience using Windows 2000 operating system or Windows XP. Should also be able to use Internet browser software, MS Excel, Outlook and call center phone systems (banking experience highly preferred).
Should have a minimum typing level of 35 wpm.
Spanish Fluency Incentive available on this position.
Minimum of high school diploma, Associate or Bachelor's Degree preferred.
Must be able to work weekends, as assigned schedule requires.
Must also demonstrate conduct consistent with our Corporate Values:
Practice open Communication with all levels;
Be Accountable by taking ownership of customer issues and responsibility for one’s actions;
Foster Teamwork by cooperating and collaborating with other employees;
Seek ways to make the workplace Fun for oneself & others;
Conduct oneself with Integrity by being honest, trustworthy and ethical in all work activities and interactions;
Work with a Service Orientation by having a genuine concern for the needs of one’s customers and by being friendly, professional and following through on commitments; and
Demonstrate Humility in all interactions and remember to leave one’s ego at the door when one arrives to work.
Logix Federal Credit Union is an equal opportunity employer that does not discriminate in employment opportunities or practices on the basis of race, religion, color, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other status protected by law.
