Member Solutions Specialist
WHITE SANDS FEDERAL CREDIT UNION, El Paso, TX, United States
Job Title
Handles incoming telephone calls to conduct various member transactions, complete balance inquiries, answer questions, transfer calls, and perform related account maintenance activities.
Essential Duties
Provide service and information in a courteous and efficient manner in person, by telephone, and/or through other correspondence for various account types, including savings, checking, certificates, IRAs, and loans
Perform preliminary research, answer member questions, and resolve problems and complaints concerning member accounts
Ensure accurate timely responses to members regarding lost or stolen cards, and complaints regarding any remote services provided by the credit union
Complete account verifications, such as verification of deposit
Order, update, and perform file maintenance on ATM and check cards
Use effective communication and sales skills, identify member needs, and offer credit union products that best fit those needs
Maintain knowledge of IRA's and the ability to process IRA transaction
Educate members on the various delivery mechanisms available through the credit union such as online and telephone banking, ATM cards, check cards, credit cards, website, and any other delivery mechanisms, and complete appropriate authorizations or forms so members can access delivery methods
Process stop payments on checking accounts
Process member death notifications according to credit union procedures
Obtain member information necessary to send bank wires
Research, submit, and process check card disputes with recommendations
Process zero balance and closed account reports with corresponding account flags
Assist members with the proper completion of payroll deduction forms; set up payroll distribution amounts
Assist in training new employees within the department
Provide policy refund information to members and credit union staff as required
Prepare permit to transport or release lien documents, as needed
Knowledge of regulations and compliance as it applies to member service
Knowledge of credit union security procedures; immediately notifies department manager of any irregularities
Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA), Patriot Act, Office of Foreign Assets Control (OFAC), and robbery procedures
Performs additional duties as directed by the Assistant Manager or chain of command thereof
Requirements
Education/Experience
High School Graduate or GED
Two (2) years of financial institution sales experience and/or Call Center experience or Three (3) years of non-financial institution sales experience and/or Call Center
Tests/Certificates/Licenses
A simulated skills assessment test may be administered
Skills/Competencies
Personal computer knowledge; skills in using Word, Excel, and PowerPoint
Ability to calculate figures and amounts (electronically and manually) such as, but not limited to; interest, dividends, and percentages and apply concepts of basic mathematics
Ability to maintain confidentiality of work and/or information
Ability to interpret, adapt, and apply credit union/job/general guidelines and procedures
Excellent public speaking, verbal, and/or written communication skills (in-person, by telephone, and/or any other communication method currently being utilized)
Self-motivated and team-oriented qualities
Conduct yourself in a professional and mature manner
Ability to proofread and edit accurately
Ability to organize, prioritize, and work well under pressure
Ability to maintain a high degree of accuracy
Flexible work and/or travel hours
Electronic storage and retrieval
Office electronics (printers, scanners, calculators, fax and copiers)
Ability to solve problems and make decisions, using logic and analytical skills
Ability to recognize cross-selling opportunities
Reliable transportation to travel to branch offices
Working knowledge of credit union products and services
Physical Demands/Work Environment
Constantly required to talk and hear
Constantly required to use close vision, color vision, and the ability to focus
Frequently required to sit; to use hands to finger, handle, or feel
Occasionally required to lift or move up to 25-50 lbs.
Occasionally required to stand and walk; to reach outward/above shoulders; to stoop kneel, crouch, or crawl
Occasionally required to work outdoors
Occasionally required to use distance vision, peripheral vision, and depth perception
Moderate noise level working environment
Handles incoming telephone calls to conduct various member transactions, complete balance inquiries, answer questions, transfer calls, and perform related account maintenance activities.
Essential Duties
Provide service and information in a courteous and efficient manner in person, by telephone, and/or through other correspondence for various account types, including savings, checking, certificates, IRAs, and loans
Perform preliminary research, answer member questions, and resolve problems and complaints concerning member accounts
Ensure accurate timely responses to members regarding lost or stolen cards, and complaints regarding any remote services provided by the credit union
Complete account verifications, such as verification of deposit
Order, update, and perform file maintenance on ATM and check cards
Use effective communication and sales skills, identify member needs, and offer credit union products that best fit those needs
Maintain knowledge of IRA's and the ability to process IRA transaction
Educate members on the various delivery mechanisms available through the credit union such as online and telephone banking, ATM cards, check cards, credit cards, website, and any other delivery mechanisms, and complete appropriate authorizations or forms so members can access delivery methods
Process stop payments on checking accounts
Process member death notifications according to credit union procedures
Obtain member information necessary to send bank wires
Research, submit, and process check card disputes with recommendations
Process zero balance and closed account reports with corresponding account flags
Assist members with the proper completion of payroll deduction forms; set up payroll distribution amounts
Assist in training new employees within the department
Provide policy refund information to members and credit union staff as required
Prepare permit to transport or release lien documents, as needed
Knowledge of regulations and compliance as it applies to member service
Knowledge of credit union security procedures; immediately notifies department manager of any irregularities
Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA), Patriot Act, Office of Foreign Assets Control (OFAC), and robbery procedures
Performs additional duties as directed by the Assistant Manager or chain of command thereof
Requirements
Education/Experience
High School Graduate or GED
Two (2) years of financial institution sales experience and/or Call Center experience or Three (3) years of non-financial institution sales experience and/or Call Center
Tests/Certificates/Licenses
A simulated skills assessment test may be administered
Skills/Competencies
Personal computer knowledge; skills in using Word, Excel, and PowerPoint
Ability to calculate figures and amounts (electronically and manually) such as, but not limited to; interest, dividends, and percentages and apply concepts of basic mathematics
Ability to maintain confidentiality of work and/or information
Ability to interpret, adapt, and apply credit union/job/general guidelines and procedures
Excellent public speaking, verbal, and/or written communication skills (in-person, by telephone, and/or any other communication method currently being utilized)
Self-motivated and team-oriented qualities
Conduct yourself in a professional and mature manner
Ability to proofread and edit accurately
Ability to organize, prioritize, and work well under pressure
Ability to maintain a high degree of accuracy
Flexible work and/or travel hours
Electronic storage and retrieval
Office electronics (printers, scanners, calculators, fax and copiers)
Ability to solve problems and make decisions, using logic and analytical skills
Ability to recognize cross-selling opportunities
Reliable transportation to travel to branch offices
Working knowledge of credit union products and services
Physical Demands/Work Environment
Constantly required to talk and hear
Constantly required to use close vision, color vision, and the ability to focus
Frequently required to sit; to use hands to finger, handle, or feel
Occasionally required to lift or move up to 25-50 lbs.
Occasionally required to stand and walk; to reach outward/above shoulders; to stoop kneel, crouch, or crawl
Occasionally required to work outdoors
Occasionally required to use distance vision, peripheral vision, and depth perception
Moderate noise level working environment