Member Service Center Representative (Call Center)

: This is a call center position.

After an initial training period, employees may work a hybrid work schedule with one week in the office each month and the remaining weeks may be remote work if desired.

Hours: Monday - Thursday 8:30 - 5:00, Friday 8:30 - 6:00, 2 Saturdays per month 9:00 - 1:00. Schedule will fluctuate within these hours not to exceed 40 hours per week.

Position Title: Member Service Center Rep Department: Service Center

Classification: Non-Exempt Supervises: N/A

STARTING Salary Grade: $18.95 - $23.69 Supervisor's Title: Member Service Center Asst Manager

Summary:

This position performs various transactional duties to serve members via telephone and other electronic means. Primary duties include but are not limited to completing highly diversified activities relative to the receipt of member inquiries, and cross-selling credit union products and services, while building strong member relationships. Must have a comprehensive understanding of Belco's loan process for modifications to existing products. Must maintain Quality Assurance Standards and outstanding member service at all times when providing service to both external and internal members. Represents the credit union to its members in a courteous, professional and confident manner.

Essential Functions:

• Sets high standards of performance, quality, and accountability for oneself, exceeding individual goals related to call volume, service level, and referrals of products and services.
• Performs outbound phone calling to members to complete necessary follow up, leading to building and broadening relationships.
• Conduct transactions via telephone regarding Credit Union products and services such as but not limited to: share and share draft accounts; ACH stop payments; share draft stop payments; Debit, ATM and Visa card ordering, canceling and maintenance; Money Manager and Belle usage; internal funds transfer and electronic transfer to other financial institutions; wire transfer; loan payments; opening and closing of shares; Bill Pay assistance.
• Review accounts and submit appropriate ticket(s) to conduct loan modifications and loan maintenance based on member requests and qualifications.
• Responds to correspondence in the Member Service Center email inbox, as needed.
• Conveys information to members in a clear, compelling way that will positively affect their thoughts and actions.
• Gains the trust of members by being honest, reliable, sharing information, and treating them with respect.
• Serve membership by providing prompt and accurate service and information in a pleasant, professional and efficient manner, via telephone or correspondence both written and electronic.
• Responsible for actively participating and preparing for coaching sessions.
• Enthusiastically supports the sales and service culture.
• Utilizes a member centric approach to interview and educate members via telephone, gathering pertinent information to research and solve complex member questions, problems and complaints, while making recommendations to match individual member needs with appropriate value-added products and services to enhance the member relationship with the credit union.
• Actively contributes to the team achievement of assigned departmental/branch and strategic goals.
• Responsible for adhering to all security procedures relative to the handling of member transactions, security, internal operating procedures, and member verification policy. Must maintain member and employee confidentiality.
• Abides by Belco's policies procedures, standards, regulatory and compliance mandates.
• Embodies Belco's mission, vision, core values, and The Belco Life Brand.
• Any other duties as requested by Member Service Center Management Team.

Competencies :

• Funtional Skills: Products/Service Knowledge, Selling Skills, Productivity/Output, Dependability
• Operating Skills: Communication, Quality Of Work
• Relationship Skills: Teamwork, Member Focus
• Behavioral Expectations

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Physical Demands: Ability to use a phone handset or headset which fully covers one or both ears is required. Sitting, standing, bending, and hand dexterity required. Ambulation - able to move from one area to another throughout a one-floor office layout. Travel: Periodic travel to Operations Center, as well as, evening and Saturday work may be required. Minimum Required Education and Experience: A high school degree or GED is required. Six months of similar or related experience including time spent in similar or preparatory positions. You must complete and pass the prescribed online Learning Management System courses assigned for this position within two years after position acceptance and before consideration for promotion. Additional education/training requirements may be requested as new courses become available. Certain courses may be waived based on prior experience. Preferred Education and Experience: Prior financial institution and/or call center experience preferred but not required. Disclaimer: Please note this position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. We are an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual preference/orientation, age, disability, marital status, pregnancy, veteran status or other legally protected bases. Belco's Diversity and Inclusion initiatives provide all employees with equal access to training and advancement opportunities throughout the organization. Belco will provide reasonable accommodation to applicants and employees with disabilities where appropriate throughout the application and employment process. Determinations on requests for reasonable accommodation related to any job function will be made on a case-by-case basis. A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.