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Kirtland Credit Union · 1 day ago

Member Service Specialist

Albuquerque, NM

Full-time

Onsite

Entry Level

1+ years exp

Kirtland Credit Union is a financial institution dedicated to helping employees learn and grow in their careers. They are seeking a Member Service Specialist responsible for providing quality member service, answering inquiries, and supporting the credit union's mission and goals.

Banking

Responsibilities

Responsible for answering member inquiries via telephone, e-mail and fax while providing quality member service

Support the credit union’s mission, vision, strategic goals and service standards

Support and provide exceptional internal and external member service

Identify and provide appropriate deposit and loan product support

Assumes responsibility for the effective and professional completion of Member Contact Center Representative functions

Responsible to safeguard all members personal information by verifying every caller within the set guidelines, not releasing information to non-verified callers, and safeguarding your emails

Responsible for basic to intricate technical support and member questions, concerns and needs via incoming/outgoing telephone calls and through online delivery channels

Provide technical support to include: a help desk function for all home banking, bill payment, and web-based applications

Provide answers in a timely manner to all member questions regarding statements, marketing materials, and all other communications sent through all channels

Assist with onboarding and cross-selling source for all members

Have good communication skills by providing courteous and responsive service to our members . Maintaining a professional demeanor and tone with all members. Ability to explain our banking guidelines confidently to members

Process transactions with accuracy and deliver in a courteous timely manner. Transactions to be performed in multiple systems which require the ability to navigate multiple systems

Troubleshoot member issues by following the established call flow and by staying up to date on all processes and communications including changes

Work in a fast-paced environment and adapt to changes quickly and timely. Adhere to guidelines around company expectations to include by not limited to call stats and schedule adherence (Missing time, AHT and Hold time), Practice good timekeeping and be punctual with deadlines and attendance requirements

Assumes responsibility for related duties as required or assigned

Assists other departments as necessary

Performs related clerical duties as needed

Support continuous quality improvement, including documenting and maintaining processes

Promote teamwork within the department to ensure that all employees work together to satisfy the needs of the credit union and our members

Actively and professionally cross sells Credit Union services

Qualification

Banking knowledgeCustomer service experienceTechnical supportMember service skillsCall center experienceInterpersonal skillsBusiness degreeClerical dutiesTeamwork