Member Resource Phone Specialist - Call Center

SUMMARY

Serves as a resource for members’ financial needs. Liaison between the member and the credit union. Provides account information by phone or electronically, as well as information on the full range of credit union products and services. Opens accounts for members, resolves issues, and professionally handles the members’ daily needs. Provides a variety of transaction services to members including loan processing, closing, and disbursal. Responds to members' request for information, service, or assistance made by phone, electronically, or by mail. Actively promotes and cross-sells credit union products and services in the community, by phone, or electronically.

ESSENTIAL DUTIES

Enthusiastically promotes and cross-sells credit union products and services based on member

needs obtained from member interviews and/or review of members accounts. Maintains an up-to-date and comprehensive knowledge on all Credit Union products and services that are handled or

promoted by the Credit Union. Provides detailed and specific information to members regarding

Credit Union products and services. In addition to generating sales, responsible for expanding relationships through quality member service.

Answers incoming telephone calls to MRB and provides as much resolution as possible. Responds to members and non-members to the credit union in a professional manner. Represents the credit union to members in a courteous and professional manner. Provides prompt, efficient, accurate and friendly responses to members’ and potential members’ request for information and service.

Counsels applicants for membership on their eligibility, advises them about available products and services, and assists them in completing documents required to establish membership. Ensures all documents are complete and correct. Establishes membership and appropriate accounts in the Teller Navigator system. Disposes of hard-copy documents according to policy.

Receives and completes application for loans and VISA requests. Completes applications via phone interview and enters information into the Credit Union data processing system. Actively cross-sells Credit Union products and services by identifying member needs and recommending solutions.

Receives and processes phone requests for services such as internal Credit Union transfers and payments, mail deposits and payments, bank-to-bank wires, etc. Receives and responds to member questions, conducting research as required. Assists members in using Credit Union remote delivery systems such as Branch @ Home and the mobile app. Furnishes references, payoffs and book values for autos, boats, RVs, etc.

Performs Ad Hoc Outbound and Inbound phone campaigns and projects.

Performs other duties as assigned. The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time.

QUALIFICATIONS

EDUCATION

Minimum of a high school diploma or equivalent.

REQUIRED

Applicants for this position must successfully complete and pass the eligibility requirements for registration under the Secure and Fair Enforcement for Mortgage Licensing Act (S.A.F.E Act), which requires Federal Registration under the Nationwide Mortgage Licensing System and Registry. Applicants at the minimum must furnish the Registry with information concerning the applicant’s identity including: (1) Fingerprints for submission to the FBI and any other relevant governmental state agency for a State and national criminal history and background check; and (2) personal history and experience including authorization for the Registry to obtain information related to any administrative, civil or criminal findings by governmental jurisdiction. Failure to successfully pass the Registry background screening requirements could result in loss of position and/or employment.

The ability to promote credit union product and services to members. Record of achievement in cross-selling credit union products and services appropriate to positions held.

Comprehensive knowledge of credit union products and services.

Familiarity with credit union philosophy, work procedures, and financial institution operations gained from work experience.

Self-motivation and enthusiasm toward interacting with and serving members.

Ability to maintain a professional demeanor in all circumstances and to communicate effectively orally and in writing.

Ability to operate a personal computer with a high level of proficiency in such software applications as word processing, spreadsheets, internet and email. Ability to operate a fax, calculator and copier.

Hands-on experience with Teller and Lending Navigator.

Professional, well-developed interpersonal skills necessary for servicing credit union members and projecting a positive image as a representative for the credit union.

DESIRED

Specialized financial courses beyond high school or equivalent work experience in a financial

institution.

Familiarity with procedures and processing of Credit Union loan products.

Familiarity with Application Extender.

Experience in providing face-to-face member/customer service across a broad spectrum of activity or in researching responses to member/customer inquiries.