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Jeanne D'Arc Credit Union · 3 months ago

Member Service Center Representative

Lowell, MA, US

Full-time

Onsite

Entry Level

$17.54/hr - $26.31/hr

1+ years exp

Jeanne D'Arc Credit Union is dedicated to building careers and providing exceptional service to its members. The Member Service Center Representative will be responsible for building member relationships, educating them about products and services, and fulfilling service requests while adhering to compliance regulations.

BankingVenture Capital

Responsibilities

Accepts incoming calls, greets members, and provides relevant information regarding transactions, products, and services via telephone

Takes responsibility for fulfilling member service requests, including account opening, access services, maintenance, wires, and loan applications

Adheres to all department processes, procedures, policies, and compliance regulations, including member identification/authentication procedures and confidentiality policies

Assists the Member Contact Center in meeting or exceeding its abandoned call rate and service level metrics

Strives for a first-call resolution to support service expectations

Demonstrates a commitment to learning and thoroughly understanding all credit union deposit and loan products and services

De-escalates challenging member situations by problem-solving, exercising sound judgment and decision-making skills while demonstrating a special effort to say yes

May complete transactions of increased complexity, such as IRA, business, and fiduciary account opening, and initiating domestic and international wires with assistance from a higher-level team member

Actively engages in the relationship-building process through educating and referring Credit Union products and services

Takes responsibility for directing members to the appropriate department or resource for further information and services as necessary

Performs individual settlement procedures, balances daily transactions, and assists with department balancing

Performs other job-related duties as assigned

Qualification

Call-center experienceTelephone communicationMicrosoft Office proficiencyProblem-solving skillsMultitaskingInterpersonal skillsActive listeningDetail-oriented

Required

One year of related experience is required

High school diploma or equivalent required or an equivalent combination of education and experience

Position requires significant contact with others inside and outside the Credit Union, thus requiring a high degree of confidentiality, discretion, diplomacy, and tact in communication

Builds relationships and fosters positive interactions with Credit Union team members, members, and vendors by demonstrating friendly, helpful, and efficient service

Excellent telephone and verbal communication skills are required, including positive tone and explaining financial concepts clearly and concisely

Patience, active listening, and sound judgment are required

Must have the ability to understand and communicate products, services, and regulations

Proficiency with Microsoft Office, business applications, and learning the core system and other related software are required

Must have the ability to apply cognitive reasoning to daily tasks, take ownership, and work independently and as part of a collaborative team

Must be highly motivated, detail-oriented, organized, and efficient with multitasking

Must be able to work in a professional, high call-volume call center environment without sacrificing the quality and accuracy of work performed