First Source Federal Credit Union · 3 months ago
Member Care Center Service Specialist I
New Hartford, NY, US
Full-time
Onsite
Entry Level
$17.31/hr - $25.96/hr
1+ years expFirst Source Federal Credit Union is a member-focused organization dedicated to improving the financial lives of its members. The Member Care Center Service Specialist I is responsible for providing exceptional service to members through various communication channels, resolving inquiries, and promoting credit union products and services.
BankingCredit CardsFinancial Services
Responsibilities
Serve as the first point of contact for Members calling the Member Care Center
Actively listen, research, and resolve requests and discrepancies related to member’s accounts/loans
Navigate multiple systems to professionally perform complex service task by telephone, chat, and email with a high degree of accuracy and speed in a high-volume, fast-paced contact center environment
Service tasks include, but are not limited to, assisting with account inquiries, request, research, maintenance, disputes, and non-monetary transactions, as well as conducting other service related task
Appropriately handle member complaints and resolve problems
Professionally correspond with members and provide superior member service
Meet or exceed established performance goals and operational standards
Maintain in-depth product and service knowledge in order to refer products and services that best fit the members' needs
Assist members with various online products and services offered
Execute first call resolution; may require research, follow-up, return calls
Educate current and prospective members about products and services
Initiate fee adjustments and/or other monetary incentives for members within scope of authority
Perform account transactions within the procedures for the Member Care Center
Protect and verify identity of caller and review account information for alerts and account irregularities
Take action and respond to situations/patterns of activity indicating potential fraud or abuse
Understand and comply with federal and other applicable regulations relating to financial products and services
Required to participate in First Source Federal Credit Union events as well as designated Community events
Required to attend or participate in necessary compliance training, including but not limited to Bank Secrecy, OFAC, and Privacy
Must be registered under the SAFE Act Guidelines as established in 2011
Required to attend training sessions as appropriate
Required to travel as needed
Performs other duties as assigned
Qualification
Required
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
Company
First Source Federal Credit Union
First Source Federal Credit Union is a full-service financial institution, serving our Members and neighbors since 1938.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Tom Neumann
President / Chief Executive Officer
Recent News
TechBuzz News
2025-10-23
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