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About the Role
The Member Service Officer fosters positive relationships by delivering exceptional customer service and branch support. This position addresses member inquiries, resolves issues efficiently, and ensures a seamless experience to promote member satisfaction and loyalty. It requires a thorough understanding of the organization's products, services, and policies to provide accurate guidance and collaborates with departments to facilitate member requests and contribute to continuous improvement initiatives, ultimately enhancing member engagement.
Responsibilities
- Respond promptly and professionally to member inquiries via phone, email, and in-person interactions.
- Assist members with account management, including processing applications, updates, and transactions.
- Identify and resolve member concerns or complaints by coordinating with relevant departments.
- Maintain accurate and detailed records of member interactions and transactions in the database.
- Provide members with information about products, services, policies, and procedures to support informed decision-making.
- Support outreach efforts to educate members about new offerings and benefits.
- Collaborate with team members to improve service delivery and member satisfaction.
- Adhere to compliance and regulatory requirements in all member interactions.
Requirements
- High school diploma or equivalent.
- Proven experience in customer service or member relations, preferably in a financial or service-oriented environment.
- Strong communication skills, both verbal and written.
- Basic computer proficiency, including experience with customer relationship management (CRM) software.
- Ability to handle sensitive information with confidentiality and professionalism.
- Associate’s or Bachelor’s degree in Business, Communications, or a related field.
- Experience working in a credit union, bank, or similar member-focused organization.
- Familiarity with financial products and services.
- Bilingual abilities to support diverse member populations.
- Proficiency with advanced CRM tools and Microsoft Office Suite.
Skills
- Strong communication skills
- Problem-solving skills
- Attention to detail
- Technical skills including CRM software and digital tools
- Interpersonal skills
Location
- South San Francisco
Work Type
- Part-time
- ~30 hours per week
Education Level
- High school diploma or equivalent
- Associate’s or Bachelor’s degree in Business, Communications, or a related field
About the Company
- Financial Partners Credit Union is a not-for-profit, cooperative structure owned by its members, not Wall Street.
- Committed to doing what’s best for members rather than focusing solely on the bottom line.
- Believes in focusing on service and member satisfaction.
- Mission is to build lifetime financial partnerships.
- Over $2.2 billion in assets with 93,000 members.
- Branches across California, from South San Francisco to San Diego.
- Founded in 1937 by eight aviation workers who pooled $900.
- Focus remains on saving money, making money, and saving time for members.