Customer Service Representative

Overview

When you join the Members 1st team, you become part of something much bigger than a credit union. You become part of our faM1ly—a tight-knit bunch with big dreams and even bigger values. It is an exciting time for us as we continue to grow, and we hope that you will choose to grow along with us. Wanting the absolute best for our associates means more than just competitive pay.

It means fantastic healthcare, paid benefits, opportunities for professional advancement and work-life balance - and best of all, a place where you are accepted and respected for your individuality.

Responsibilities

The Customer Service Representative provides accurate and efficient member service to assure high levels of member satisfaction and accurate record keeping of member accounts through telephone requests. The role will process various routine member interactions. Including but not limited to:

• Processing financial transactions and providing members with account information.
• Assisting with troubleshooting mobile banking issues.
• Contributing to sales goal attainment for department and organization goals, primarily by identifying and educating members on product and service needs through meaningful conversations.
• Providing members with unparalleled experiences.
• Assisting with meeting departmental goals along with individual performance metrics. The Customer Service Representative will have the opportunity to obtain additional credentials as follows:
• Cards
• Assist members with card specific needs, perform card maintenance and transactions within the card application, receive and submit card disputes for further investigation.
• Fraud
• Assist members with fraud inquiries, recognize and report fraudulent activity, perform maintenance within accounts to reduce and limit exposure to fraud and handle escalated member interactions to determine proper account handling for compromised or suspicious accounts. Ability to successfully recognize and identify fraudulent activity and use effective loss mitigation.
• Mentor
• Mentor new hires during the onboarding process, assist peers with account specific inquiries and escalated member concerns, provide feedback to associates and educate them on procedures and internal resources. SKILLS
• Ability to successfully recognize and offer sales opportunities
• Attention to detail and accuracy
• Excellent communication and interpersonal skills
• Familiarity with PCs and applicable software
• Thorough knowledge of credit union products, services, policies and procedures COMPETENCIES
• Effective knowledge
• Accountability and self-management
• Teamwork and leadership
• Communication
• Innovation and problem-solving WORKING CONDITIONS/PHYSICAL DEMANDS
• Ability to communicate effectively in English, both orally and in writing
• Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading
• Ability to sit for extended time periods
• Sufficient manual skill for operation of PC keyboard and other standard office equipment
• Ability to travel, including occasional overnight travel
• Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects Qualifications 0-1 years of related experience Does this position require a valid Drivers License? No Education Level General and business knowledge equivalent to a high school diploma About Us At Members 1st, we look for individuals who will show up as their whole self because we value diversity, inclusion, and belonging, as well as people who believe in the philosophy of, WE>me. To be sure you align with our company mission, vision, values and culture reference the information below. Company Culture is at Our Core If there is one concept, we want you to understand about us, it is this. WE. It is a simple little word but means everything here. We think as one. One faM1ly. One community. One place where everyone belongings. Everything we do is in the best interest of all of us. What WE Believe Our Missions: WE serve our members, associates, and communities through support, empowerment, and meaningful relationships. Our Vision: WE are growing our faM1ly by delivering everything they need to live well financially, through all life’s moments and milestones. Our Values: WE deliver unparalleled experiences through a culture of WE. WE > me. WE are servant leaders- at work and in the communities we serve. WE are financially safe and sound stewards of members dollars. WE are faM1ly. Join a company that grows with you – personally and professionally Equal Opportunity Employer Members 1st provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Compensation

Overview We are excited to offer a competitive salary for this position. This figure serves as the entry point in our salary range, and there is potential for the actual salary to be higher based on a variety of factors, such as your experience, skills, education, and location. We believe in recognizing and rewarding talent, so our compensation packages are thoughtfully designed to reflect the unique qualifications and contributions of each candidate.

The minimum salary for this position is: $17.50+/hr The Customer Service Representative provides accurate and efficient member service to assure high levels of member satisfaction and accurate record keeping of member accounts through telephone requests. The role will process various routine member interactions. Including but not limited to:

• Processing financial transactions and providing members with account information.
• Assisting with troubleshooting mobile banking issues.
• Contributing to sales goal attainment for department and organization goals, primarily by identifying and educating members on product and service needs through meaningful conversations.
• Providing members with unparalleled experiences.
• Assisting with meeting departmental goals along with individual performance metrics. The Customer Service Representative will have the opportunity to obtain additional credentials as follows:
• Cards
• Assist members with card specific needs, perform card maintenance and transactions within the card application, receive and submit card disputes for further investigation.
• Fraud
• Assist members with fraud inquiries, recognize and report fraudulent activity, perform maintenance within accounts to reduce and limit exposure to fraud and handle escalated member interactions to determine proper account handling for compromised or suspicious accounts. Ability to successfully recognize and identify fraudulent activity and use effective loss mitigation.
• Mentor
• Mentor new hires during the onboarding process, assist peers with account specific inquiries and escalated member concerns, provide feedback to associates and educate them on procedures and internal resources. SKILLS
• Ability to successfully recognize and offer sales opportunities
• Attention to detail and accuracy
• Excellent communication and interpersonal skills
• Familiarity with PCs and applicable software
• Thorough knowledge of credit union products, services, policies and procedures COMPETENCIES
• Effective knowledge
• Accountability and self-management
• Teamwork and leadership
• Communication
• Innovation and problem-solving WORKING CONDITIONS/PHYSICAL DEMANDS
• Ability to communicate effectively in English, both orally and in writing
• Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading
• Ability to sit for extended time periods
• Sufficient manual skill for operation of PC keyboard and other standard office equipment
• Ability to travel, including occasional overnight travel
• Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects 0-1 years of related experience