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About the Role

The primary responsibility of this position is to provide quality member care by servicing internal and external members’ needs via telephone, mail, e-mail, fax, through the Member Care Center. Build long term relationships with internal and external members. Meet individual assigned referral goals and assist in meeting the goals of the Member Care Center and in turn the credit union. Partner with our member service team to meet our Service Objective, “Putting you first by providing solutions to improve your financial life!” as they assist in educating our members of products and services.

Responsibilities

Build long term relationships with members utilizing Member Value culture and Universal Behaviors.
Provide prompt and accurate technical expertise related to systems, products, services, policies and procedures.
Research and provide solutions to member requests, questions, service issues, problems and complaints.
Handle all problematic situations that may arise with member accounts.
Research and provide solutions to a need you may have uncovered with a referral of a product, service or business partner.
Refer to MCSII, FSRII and FSRIII any uncovered opportunities to include and not limited to: lending, investments, mortgages, etc.
Support member service staff on research regarding member accounts, procedures, and system functionality.
Provide direction on available reference manuals and training aids in accordance with FSFCU policies and procedures.
Provide feedback of trends, escalated member issues etc.
Provide financial counseling to members when necessary.
Achieve assigned individual and contribute to team sales goals.
Participate in First Source Federal Credit Union events as well as designated Community events.
Attend or participate in necessary compliance training, including but not limited to Bank Secrecy, OFAC, and Privacy.
Attend training sessions as appropriate.
Travel as needed.
Perform other duties as assigned.

Requirements

High School or equivalent plus 1-3 years work experience OR related business degree
Strong communication and interpersonal skills
Attention to detail.
Strong computer aptitude
A professional appearance
Ability to work flexible hours including Saturday’s as needed.

Skills

Communication skills
Interpersonal skills
Attention to detail
Computer aptitude

Experience Level

1-3 years work experience

Education Level

High School or equivalent
Related business degree