Customer Service Representative

Reference #: 1819
Overview

When you join the Members 1st team, you become part of something much bigger than a credit union. You become part of our faM1ly, a tight-knit bunch with big dreams and even bigger values. It is an exciting time for us as we continue to grow, and we hope that you will choose to grow along with us. Wanting the absolute best for our associates means more than just competitive pay. It means fantastic healthcare, paid benefits, opportunities for professional advancement and work-life balance – and best of all, a place where you are accepted and respected for your individuality.
Responsibilities

The Customer Service Representative provides accurate and efficient member service to assure high levels of member satisfaction and accurate record keeping of member accounts through telephone requests.  The role will process various routine member interactions. Including but not limited to:
Processing financial transactions and providing members with account information. Assisting with troubleshooting mobile banking issues.
Contributing to sales goal attainment for department and organization goals, primarily by identifying and educating members on product and service needs through meaningful conversations.
Providing members with unparalleled experiences.
Assisting with meeting departmental goals along with individual performance metrics.

The Customer Service Representative will have the opportunity to obtain additional credentials as follows:
Cards – Assist members with card specific needs, perform card maintenance and transactions within the card application, receive and submit card disputes for further investigation.
Fraud – Assist members with fraud inquiries, recognize and report fraudulent activity, perform maintenance within accounts to reduce and limit exposure to fraud and handle escalated member interactions to determine proper account handling for compromised or suspicious accounts. Ability to successfully recognize and identify fraudulent activity and use effective loss mitigation.
Mentor – Mentor new hires during the onboarding process, assist peers with account specific inquiries and escalated member concerns, provide feedback to associates and educate them on procedures and internal resources.

SKILLS
Ability to successfully recognize and offer sales opportunities
Attention to detail and accuracy
Excellent communication and interpersonal skills
Familiarity with PCs and applicable software
Thorough knowledge of credit union products, services, policies and procedures

COMPETENCIES
Effective knowledge
Accountability and self-management
Teamwork and leadership
Communication
Innovation and problem-solving

WORKING CONDITIONS/PHYSICAL DEMANDS
Ability to communicate effectively in English, both orally and in writing
Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading
Ability to sit for extended time periods
Sufficient manual skill for operation of PC keyboard and other standard office equipment
Ability to travel, including occasional overnight travel
Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects
Qualifications

0-1 years of related experience
About Us

At Members 1st, we look for individuals who will show up as their whole self because we value diversity, inclusion, and belonging, as well as people who believe in the philosophy of, WE>me. To be sure you align with our company mission, vision, values and culture reference the information below.
Company Culture is at Our Core
If there is one concept, we want you to understand about us, it is this. WE. It is a simple little word but means everything here. We think as one. One faM1ly. One community. One place where everyone belongings. Everything we do is in the best interest of all of us.
What WE Believe
Our Missions: WE serve our mem ers, associates, and communities through support, empowerment, and meaningful relationships.
Our Vision: WE are growing our faM1ly by delivering everything they need to live well financially, through all lifes moments and milestones.
Our Values: WE deliver unparalleled experiences through a culture of WE. WE > me. WE are servant leaders- at work and in the communities we serve. WE are financially safe and sound stewards of members dollars. WE are faM1ly.
Company Perks: Quick Reference
Competitive compensation with career growth opportunities, job security, annual increases and bonus potential
Nationally recognized 401K with up to 10% company match that helps you prepare for your future
A multitude of benefits and incentives to stay mentally and physically healthy
Associate Tuition Assistance – WE may help cover the cost for your continuing education courses or degree
Affordable cost sharing arrangement for three different medical plans, dental plan and vision plan
11 paid holidays and plenty of paid time off for life, vacations, staycations, and rest
WE commit to providing a healthy work/life balance – to support all the other parts of life that are important to you
WE cover visits to our confidential Employee Assistant Program for many difficult situations that life may throw your way
With faM1ly always in our forefront, we offer Paid Parental Leave (for both mothers and fathers) to help support your time off to bond with your new child
Make an impact through volunteering with one of our local charities or enjoy networking with our members at a local community event
WE provide a strong commitment to our associates with our dedication to providing professional development, leadership training & coaching opportunities
Opportunities to plan events, enhance recognition programs, network, and connect with other associates (both virtually and in-person) by joining or leading one of our four established Associate Resources Groups (ARGs)
Women in Leadership
Diversity, Inclusion and Belonging
Care Connections
PEER (Peer Experience, Engagement and Recognition)
Mandatory fun? Yes, please. Enjoy team building, special events, and our faM1ly atmosphere
Join a company that grows with you – personally and professionally
Does this position require a valid Drivers License?

No
Education Level

General and business knowledge equivalent to a high school diploma

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities