Founders Federal Credit Union
Member Care Specialist I
Founders Federal Credit Union, Rock Hill, South Carolina, United States, 29732
Overview
Founders Federal Credit Union helps our members attain their financial goals. Our innovative services, convenient locations, and friendly employees are dedicated to our members and their financial future. Founders Federal Credit Union is strongly committed to providing the highest level of quality service to our members. We realize our outstanding, dedicated employees make it all happen.
Do you have customer service or call center experience and seek a long-term career? This position may be the right fit for you. We are seeking an individual motivated by learning and continual interaction with others. The ideal candidate will be dependable, courteous, professional, able to calm upset callers, and have a positive attitude. Fluency in English and Spanish is desired but not required.
This position is located at our Corporate Headquarters in Lancaster, SC. On-site work with reliable transportation is required. Remote work is not available. Initial and supplemental training will be at a training center in Lancaster, SC or Rock Hill, SC.
Responsibilities And Duties
A Member Care Specialist handles all incoming calls regarding a variety of requests using first call resolution.
Has knowledge of all products and services and demonstrates excellent member service skills.
Uses knowledge to solve issues, provide out-of-the-box solutions, and show empathy toward members.
Assist membership via telephone and/or mail by providing service and information in a pleasant, professional, and efficient manner. Inbound call management, including first call resolution for member concerns.
Exhibit thorough knowledge of products and services; research account-related questions using multiple computer programs/systems; stay updated on changes.
Explain membership eligibility; perform account maintenance, order checks, mail forms, assist with problems while managing call volume.
Handle complex accounts and perform computer transactions per procedures.
Provide information on interest rates, savings accounts, certificates, and services offered.
Serve as subject matter expert for Online Banking, BillPay, Mobile Deposit, Savvy Money, Online loans, and account opening processes.
Maintain plastic cards: issuing, blocking, and assisting with card questions and alerts; complete dispute forms for debit/ATM cards.
Monitor for potentially fraudulent activity and safeguard the Credit Union.
Stay informed about Credit Union promotions and materials; answer questions about them.
Verify member identity by phone before making account changes or sharing sensitive information; be courteous and pleasant.
Respond to inquiries, resolve problems, and fulfill requests; if needed, seek assistance from a team leader.
Cross-sell applicable products and services as appropriate.
Provide information to potential members and mail/email promotional materials.
Identify and recommend process improvements or new products based on member interactions.
Recognize and document trends in member calls and alert supervisors.
Comply with policies, procedures, and applicable laws and regulations (e.g., NCUA, FFIEC, GLB, BSA); protect privacy and data integrity.
All other duties as assigned.
Independence and proficiency may lead to promotion to Member Care Specialist II.
Job Specifications
Bi-lingual preferred.
High school diploma required; previous customer service experience preferred.
Ability to understand and learn Credit Union products and services; strong problem-solving, listening, communication, and member service skills.
Strong work ethic with ability to manage multiple priorities in a fast-paced environment.
Basic computer literacy (Microsoft Office, SharePoint); ability to learn new applications quickly; familiarity with checking, savings, card products, and loan products is helpful.
Availability Monday–Thursday 8 am–5 pm, Friday 8 am–6 pm. On-site at Corporate Headquarters in Lancaster, SC or Rock Hill, SC as needed.
Member Care Specialist II must meet the requirements for Specialist I and be proficient in all duties.
Minimum 1 year in Member Care Specialist role before transitioning to another role; exceptions at management’s discretion.
Benefits
Paid Holidays
Paid Time Off
Family-oriented culture with work/life balance
Retirement Plan (401k with employer contributions + Pension Plan)
Comprehensive Health and Dental Insurance
Life and AD&D Insurance (at no cost to employee)
Voluntary Life Insurance for employee, spouse, and children
Flexible spending accounts (Health Care and Dependent Care)
Long Term Care Plan
Disability Insurance
Tutition reimbursement
Certifications support
Fit Founders Wellness Program
A pre-employment criminal background check, drug screen, consumer credit investigation, and previous employer reference check will be required.
EOE
#FoundersFCU
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Do you have customer service or call center experience and seek a long-term career? This position may be the right fit for you. We are seeking an individual motivated by learning and continual interaction with others. The ideal candidate will be dependable, courteous, professional, able to calm upset callers, and have a positive attitude. Fluency in English and Spanish is desired but not required.
This position is located at our Corporate Headquarters in Lancaster, SC. On-site work with reliable transportation is required. Remote work is not available. Initial and supplemental training will be at a training center in Lancaster, SC or Rock Hill, SC.
Responsibilities And Duties
A Member Care Specialist handles all incoming calls regarding a variety of requests using first call resolution.
Has knowledge of all products and services and demonstrates excellent member service skills.
Uses knowledge to solve issues, provide out-of-the-box solutions, and show empathy toward members.
Assist membership via telephone and/or mail by providing service and information in a pleasant, professional, and efficient manner. Inbound call management, including first call resolution for member concerns.
Exhibit thorough knowledge of products and services; research account-related questions using multiple computer programs/systems; stay updated on changes.
Explain membership eligibility; perform account maintenance, order checks, mail forms, assist with problems while managing call volume.
Handle complex accounts and perform computer transactions per procedures.
Provide information on interest rates, savings accounts, certificates, and services offered.
Serve as subject matter expert for Online Banking, BillPay, Mobile Deposit, Savvy Money, Online loans, and account opening processes.
Maintain plastic cards: issuing, blocking, and assisting with card questions and alerts; complete dispute forms for debit/ATM cards.
Monitor for potentially fraudulent activity and safeguard the Credit Union.
Stay informed about Credit Union promotions and materials; answer questions about them.
Verify member identity by phone before making account changes or sharing sensitive information; be courteous and pleasant.
Respond to inquiries, resolve problems, and fulfill requests; if needed, seek assistance from a team leader.
Cross-sell applicable products and services as appropriate.
Provide information to potential members and mail/email promotional materials.
Identify and recommend process improvements or new products based on member interactions.
Recognize and document trends in member calls and alert supervisors.
Comply with policies, procedures, and applicable laws and regulations (e.g., NCUA, FFIEC, GLB, BSA); protect privacy and data integrity.
All other duties as assigned.
Independence and proficiency may lead to promotion to Member Care Specialist II.
Job Specifications
Bi-lingual preferred.
High school diploma required; previous customer service experience preferred.
Ability to understand and learn Credit Union products and services; strong problem-solving, listening, communication, and member service skills.
Strong work ethic with ability to manage multiple priorities in a fast-paced environment.
Basic computer literacy (Microsoft Office, SharePoint); ability to learn new applications quickly; familiarity with checking, savings, card products, and loan products is helpful.
Availability Monday–Thursday 8 am–5 pm, Friday 8 am–6 pm. On-site at Corporate Headquarters in Lancaster, SC or Rock Hill, SC as needed.
Member Care Specialist II must meet the requirements for Specialist I and be proficient in all duties.
Minimum 1 year in Member Care Specialist role before transitioning to another role; exceptions at management’s discretion.
Benefits
Paid Holidays
Paid Time Off
Family-oriented culture with work/life balance
Retirement Plan (401k with employer contributions + Pension Plan)
Comprehensive Health and Dental Insurance
Life and AD&D Insurance (at no cost to employee)
Voluntary Life Insurance for employee, spouse, and children
Flexible spending accounts (Health Care and Dependent Care)
Long Term Care Plan
Disability Insurance
Tutition reimbursement
Certifications support
Fit Founders Wellness Program
A pre-employment criminal background check, drug screen, consumer credit investigation, and previous employer reference check will be required.
EOE
#FoundersFCU
#J-18808-Ljbffr