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Founders Federal Credit Union · 1 day ago

Member Care Specialist I

Lancaster, SC, US

Full-time

Onsite

New Grad, Entry Level

Founders Federal Credit Union is dedicated to helping members achieve their financial goals through innovative services and quality customer support. The Member Care Specialist I is responsible for handling incoming calls, providing excellent member service, and resolving issues related to the Credit Union's products and services.

Financial Services

Responsibilities

Handle all incoming calls regarding a variety of requests using first call resolution

Assist membership via telephone and/or mail by providing service and information in a pleasant, professional, and efficient manner on all our services

Exhibit a thorough knowledge of the credit union’s products and services as well as demonstrate ability to successfully use multiple computer programs/systems to research account-related questions from members

Understand and explain the eligibility requirements for membership

Perform account maintenance, order checks, mail forms, send applications and assist members with any problems they may incur with our services, while being aware of call volume and continuing to handle incoming calls

Handle the complex accounts of credit union members accurately

Perform computer transactions for members according to procedures set forth in the manual

Supply members with information on interest rates, savings accounts, certificates, or any services offered by the credit union

Subject matter experts for Online Banking, BillPay, Mobile Deposit, Savvy Money, Online loan, and account opening processes

Responsible for overall plastic card maintenance, such as issuing cards, blocking cards, and assisting with problems

Complete proper dispute forms for debit and ATM card

Remain aware of and identify potentially fraudulent activity, safeguarding the Credit Union from any potential losses

Monitor and keep abreast of all Credit Union promotions and marketing materials sent to the membership and ensure you are prepared to answer any questions the member may have on these materials

Perform extensive verification via phone for members prior to making any account changes or giving account sensitive information

Respond to inquiries, resolve problems, and fulfil member requests by researching and exploring alternative solutions and completing transactions in a timely and professional manner

Understand and recognize FFCU products and services and be comfortable cross selling Call 24, Online Banking, Mobile Banking, eStatements, Debit/Credit Cards, ATM cards, etc

Provide credit union information to potential members, and mail/email promotional materials as needed

Identify and recommend process improvements or new products based on member interactions to enhance the members’ experience and improve retention

Recognize, document, and alert the supervisor of trends in member calls

Comply with Founders’ policies and procedures, as well as applicable laws, regulations, and statuses issued by federal agencies such as NCUA and FFIEC, including, but not limited to, GLB and BSA

Qualification

Customer serviceBasic computer literacyCredit union productsBilingual (English/Spanish)Problem-solvingCommunication skills

Required

High school diploma is required

Must be able to gain a good understanding of credit union products and services

Individuals must possess excellent problem-solving, listening, communication, and member service skills to serve the membership, via telephone, providing service and information in a pleasant, professional, and efficient manner on all our services

The Member Care Specialist I must have a strong work ethic with the ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment

Basic computer literacy is required specifically in Microsoft Office products and SharePoint

Individuals should be able to learn and navigate new applications quickly

Familiarity with the credit union's guidelines and procedures on checking accounts, savings accounts, plastic card products, and loan products is helpful

Candidate must be available Monday - Thursday 8 am - 5 pm, Friday 8 am - 6 pm

Individual must have reliable transportation with the ability to work on-site

Remote work is not available

Once independence and proficiency are achieved, Member Care Specialist will be eligible for promotion to Member Care Specialist II

Individual must remain in the Member Care Specialist position for a minimum of 1 year prior to transitioning into another role within the credit union. Exceptions made only at management's discretion