Member Service Representative

Job Summary:  Provides account service to existing member base and resolves member inquiries. Grows membership throughout Ohio, via web applications and phone communication.  Promote credit union products to members to earn monthly incentives.

Essential Functions and Responsibilities:

• Answers phones and e-mails, determines and meets member’s needs in a responsive, efficient manner.
• Work across departments and branches to assist members with products, services, questions, and issues.
• Provides advice, counsel, and solutions directly to member inquiries.
• Upsell and cross-sell to increase revenue by persuading existing and new customers to purchase additional products or services.
• Welcomes new members to the Credit Union and educates them on available products and services.
• Interviews members regarding service level received and determining potential member referrals.
• Source and recruit new members to join the credit union.
• Process all plastic card requests, debit/credit cards.
• Process applications for cemetery and tuition loans.
• Research and resolve issues that arise connected to plastic cards.
• Provides support to members with certificate renewals.
• Order and send out welcome packets to all credit card holders.
• Adjust credit card holders daily charge limits working within originally established total credit authorization.
• Review e-mails that come into the eBranch and verify everyone’s address.
• Process all requests that come in from Suspensions and Social Security.
• Route all company outgoing mail and process any returned mail.
• Process pay by phone account payments and take fee from member accounts.
• Process all credit card balance transfers.
• Research collections request for member information and provide information to requester.
• Adhere to regulatory and legal compliance within the eBranch.
• Work with manager to create and maintain reporting determining service levels to include but not limited to call volume, call type, call times, calls dropped, etc.
• All other duties assigned.
• This job description is subject to change at any time. 

Job Requirements:

• High school diploma, or GED, some college preferred.
• Must be able to work till 6pm and Saturday 9-1pm on a rotation.
• Minimum 2 years customer service experience in a call center or financial services environment.
• Must be able to meet and exceed established sales and service goals and targets.
• Professional demeanor includes treating all with tact and diplomacy.
• Demonstrated superb follow-through and organization skills.
• Excellent communicator both verbally and in writing.
• Strict attention to detail, errors cannot occur.
• Proficient using Microsoft Word and Excel.
• Ability to work with all levels of social economic members.

Physical Requirements/Work Environment:  May lift up to 25 lbs.; Office work- must be able to use a PC and phone; hearing and sight are required to perform this job; may need to sit for long periods of time in front of a computer. 

It is the policy of OC Federal Credit Union to provide equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, pregnancy, national origin, genetic information veteran or disability status or any other protected characteristic under applicable law.