Member Services Representative

Job Description:

Position Summary:

The Virtual Member Specialist is responsible for assisting members, via our Interactive Teller Machine, with their financial needs by answering questions, performing financial transactions, resolving issues and providing information to ensure quality service. Timely service meets the needs of the members and enhances their financial relationship with the Credit Union.

Primary Responsibilities and Duties:

• Maintains a high level of member service in accordance with Everwise Credit Union Service Expectations.
• Responsible for processing member transactions (handling of cash and checks, account deposits, account transfers, payments) in a proficient and accurate manner while adhering to Everwise Credit Union procedures Security guidelines.
• Responsible for maintaining a high level of confidentiality about member account information.
• Engage with members in an informative, knowledgeable, and helpful manner about Everwise Credit Union products and services through our Interactive Teller Machine.
• Perform outbound calling by reviewing, updating, and calling prospect list, following up with members and calling on call campaigns regularly.
• Performs changes to existing account as requested by members.
• Complies with the credit union Check cashing, and transaction approval limit policies.
• Has a strong understanding of and complies with Reg CC, Check Handling, Reg D, BSA etc.
• Assumes leadership role. This includes, but is not limited to, volunteering for special projects within the scope of job responsibilities, assuming additional duties assigned by supervisor/manager that assisting with the growth and advancement of the Credit Union.
• Participate in continuing education as assigned.
• Problem Resolution Effectively use Relationship Building with Conversation to handle member concerns and provide first contact resolution and build lasting member relationships through exceptional service
• Educate and promote the use of ITM's with members.
• Proficiently utilize various computer applications to assist with member and team member support and satisfaction
• Identify and discuss opportunities to promote credit union products and services to retain members and increase wallet share.
• **Variability in hours including weekend and holiday hours

Knowledge/Skills:

• Self-driven
• Interpersonal and human relation skills needed to interact with the membership and team members in a professional environment
• Must have excellent communication skills that transcend a video/electronic face to face member environment. Must be comfortable with being on camera.
• Skills in Microsoft programs
• High level of Everwise product knowledge with a full understanding of needs-based selling.
• Ability to proactively solve problems by demonstrating concern and empathy while seeking a resolution that is in the best interest of the member and Everwise.
• Excellent communication skills using clear and pleasant voice.
• Ability to sit and/or stand at a desk for an extended period.
• Ability to multitask: Will be required to use 2-3 software programs concurrently to complete a transaction

Minimum Requirements:

• High school diploma or equivalent experience
• Experience working in a financial environment
• Six months of member service experience

Everwise is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.