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First Financial Federal Credit Union of Maryland · 4 weeks ago

Member Services Representative I

Sparks Glencoe, MD, US

Full-time

Onsite

Entry Level

1+ years exp

First Financial Federal Credit Union of Maryland is dedicated to providing an exceptional member-centric experience. The Member Services Representative I is responsible for addressing financial needs, promoting banking solutions, and ensuring a seamless experience for members across various communication channels.

BankingCredit CardsFinancial ServicesWealth Management

Comp. & Benefits

Responsibilities

Deliver a personalized and seamless experience for members, addressing all their financial needs across multiple channels

Use training and available resources to understand our services and products, effectively communicating features and benefits to members

Demonstrates initiative by seeking opportunities to grow in responsibility, building knowledge and expertise to assist with more complex member requests

Engage in consultative conversations with members, asking open-ended questions to uncover needs and life events, and educate them on products and services

Provide appropriate recommendations to strengthen relationships and position yourself as a trusted advisor

Develop expertise in identifying and assisting members with fraud, account takeover, or identity theft, making necessary account changes to protect their information, and escalating cases when needed

Open accounts, perform member maintenance requests, process transactions accurately, and support operational tasks as required

Utilize the CRM (Customer Relationship Management) system and other tools to foster relationship-building conversations, ensuring a consistent approach to onboarding new members and expanding existing relationships

Identify consumer lending opportunities and collaborate with the centralized lending team to ensure a seamless and successful member experience

Mitigate risk by adhering to relevant regulations, policies, and procedures, exercising sound judgment within established guidelines, and maintaining confidentiality

Utilize practical knowledge of digital solutions and technology to assist members and effectively address their concerns

Support daily operations of the contact center and meet member service and product needs as required by the digital channel (voice, text, chat, video, etc.)

Provide regular support to other credit union departments as needed

Performs other related duties of similar scope and complexity as needed

Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security

Qualification

Customer service experienceCommunication skillsCRM system proficiencySpanish proficiencyTeam collaborationDetail-orientedProblem-solving

Required

Maintain a professional and friendly demeanor, able to quickly build rapport with members across various communication channels, while ensuring confidentiality is always upheld

Highly detail-oriented and service-driven, with strong listening, written, and verbal communication skills

Proficiency in reading, writing, and speaking Spanish is a plus

Capable of working both independently and as part of a team

Proficient in navigating both new and existing credit union systems, essential for the daily responsibilities of the role

One (1) or more years of customer service or sales experience, with Contact Center experience a plus

High School Diploma or GED equivalent required

Ability to obtain and maintain job-related certification if no job-related advanced degree

Meet or exceed continuing professional education (CPE) requirements

Company

First Financial Federal Credit Union of Maryland

Founded in 1953, First Financial of Maryland Federal Credit Union proudly serves the employees, students, and parents of the Baltimore, Carroll, Somerset and Worcester County Public School systems, as well as the employees and families of many area businesses, hospitals, private schools, and colleges.

Founded in 1953

Sparks Glencoe, Maryland, USA

51-200 employees