Job description
Member Service Representative - I
General Summary
As a Member Service Representative in the Call Center, the primary goal is to best serve the member in a friendly, professional, and timely manner. They are to know and understand the products, services, and benefits of GECU, and be able to assist members with their questions and concerns. They will also troubleshoot and resolve member-related issues, answer questions, and serve as the “goodwill” agent for the credit union. Demonstrates reliability in attendance and timeliness.
Essential Functions, Duties, and Responsibilities
Major areas of responsibility include, but are not limited to:
- Act as a point-person for all member telephone inquiries.
- Answer general questions about any credit union products and services and cross-help as applicable (i.e. if they call in for their balance, offer to walk them through setting-up Online Banking)
- Utilize the tools available to troubleshoot member issues related to their accounts, online banking, credit cards, and any other service they may have.
- Provide information to individual members to ensure resolution of their issues and questions; adhere to expected timeframes.
- Understands the importance and function of their role as an ambassador for GECU.
- Demonstrates reliability by being punctual and maintains good attendance.
- Perform services for the members (i.e. transfer funds) where they have authority and are performing such services in accordance with the parameters defined.
- Convey member feedback, questions, and concerns to the Call Center Manager.
- Performs other duties as assigned.
- Must understand and comply with all required federal and state regulations associated with this position.
- Must be able to speak and understand fluent English.
Requirements
High School Diploma or GED; must be a multi-tasker with strong time management
and organizational skills who can work in a fast-paced environment; exhibits a positive attitude and
professional demeanor at all times; excellent verbal communication skills, using proper grammar;
demonstrates general computer program knowledge. Prior customer service experience required,
call center and/or FI experience is a plus.
- Additional compensation for Bilingual candidates
Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally, or informally, either verbally or in writing. The position description above is intended to describe the general content of this job. It is not to be construed as an exhaustive statement of essential functions, duties, and responsibilities
The requirements listed above are representative of the knowledge, skills, and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.
EOE
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