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Member Support Representative

CA - National City

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Primary Function:

Assist members with their needs over the phone and via e-services, all while acting out the credit union's vision statement and ensuring excellent member service.

Position Requirements:
  • Accurate keyboard skills and familiarity with 10-key calculator
  • Effective oral and written communication skills
  • Effective listening skills
  • Well organized
  • Effective people skills
  • Easily adaptable to a fast pace
  • Clear speaking skills
  • Ability to prioritize
  • Strong knowledge of comfort of electronic services
PRINCIPAL ACCOUNTABILITIES TO INCLUDE BUT NOT LIMITED TO:
  • Assist members by accurately completing their transactions/requests in a timely manner
    • Complete transactions accurately and in a reasonable timeframe
    • Employ a calming tone of voice when communicating with members
    • Abide by all government regulations, Credit Union policies and procedures with respect to transactions performed
    • Keep abreast of current products, procedures, and services to efficiently cross-sell at each opportunity
    • Treat every member encounter as an opportunity to expand our services
    • Expected to cross-sell the credit union products regularly
    • Must meet quarterly goals as established by supervisor
    • Answer phone promptly
    • Fee members as deemed appropriate
  • Perform back-office duties in a timely manner
    • Communicate in writing professionally; i.e. eBranch messages, email, chat
    • Communicate any delays to members
    • Process requests accurately
  • Assist with special projects
    • Conduct appropriate research when applicable
    • Keep appropriate personnel apprised of progress
    • Complete projects in a timely and efficient manner
  • Maintain friendly and professional demeanor at all times

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