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Global Credit Union · 1 day ago

Member Service Officer

Debarr Branch

Full-time

Hybrid

New Grad, Entry Level

$57K/yr - $90K/yr

Global Credit Union is seeking a Member Service Officer to provide assistance across all Member Service Center queues. This role focuses on delivering professional member service, supporting new hires, and contributing to the growth of the credit union by achieving individual and business line goals.

BankingFinanceFinancial Services

Culture & Values

Responsibilities

Support all queues and contact channels in the Member Service Center; queue support includes resolving member interactions, escalations and supporting more technical and complex requests

Maintain knowledge of credit union services, related policies and procedures, and Member Service Center business unit functions

Responsible for providing prompt, professional, knowledgeable, and courteous member service

Actively participate in the Nesting Program by supporting new hires during their transition from classroom training to the production environment from day 15 to day 90

Deliver real-time quality support to specialists throughout their nesting period, addressing member escalations as well as misdirected and mishandled calls

Lead member recovery support activities in relation to complaint management processes

Provides ongoing coaching and support to contact center employees to reinforce training concepts and address areas of improvement

Provide recommendations for MSC and organizational enhancements with consideration for the member and employee experience

Hold an active role in supporting the introduction and integration of new call center disciplines, embracing innovative approaches to enhance department effectiveness and service quality

Perform other duties as assigned