Hybrid Member Service Specialist
8 days ago
Portland
Job Description Summary As part of our Contact Center, the Member Service Specialist will use their knowledge of financial products, services, and procedures, as well as customer service skills to conduct a variety of account transactions, provide information and support, and resolve issues, and member concerns. Our inclusive culture, rich benefits, continuous improvement mentality, and our commitment to the communities we serve, make Consolidated Community Credit Union an excellent place to spend the other half of your life. Essential Job Responsibilities • Work with members by phone to leverage excellent active listening, effective consultation, and problem solving skills in responding to member inquiries on financial account transactions., • Process member transactions by phone including but not limited to: transfers, balance inquiries, loan payments, issuing cashier’s checks, etc., • Assist with other member operational requests such as, wire transfers, credit/debit card inquiries, IRA transactions, stop payment requests, etc., • Process mail; posting check deposits and loan payments., • Assists members by phone with troubleshooting CCCU Online Banking and Mobile Applications as well as navigating CCCU’s main website., • Monitor and respond to CCCU member emails, online/mobile banking secure messages and SMS messages., • Responsible for daily balancing of Admin office checks., • Completes check scanning and scanning of daily work and other credit union documents., • Promote and cross-sell CCCU-appropriate products and services to assist members with saving time and money., • Respond to members' requests, problems, and complaints, and/or direct them to the proper person for specific information and assistance., • Light debit card duties include but are not limited to: troubleshooting, travel notices, case management, etc., • Comprehend and adhere to all company-wide and department-specific policies, procedures, and regulations to mitigate risk and complete all compliance training., • Develop knowledge in Credit Union practices and procedures applicable to the role to ensure consistent application and compliance with industry regulations. Position-Specific • Ability to present, explain and refer to products and services and to guide and assist others in these activities., • Excellent email, phone, and PC skills (Microsoft Office Suite), with the ability to learn new software and process high-volume transactions through the use of technology., • Advanced problem resolution skills. · Demonstrated excellence in providing customer service to members and/or internal members and fostering a positive working environment. · Comfortable working in a fast paced environment, which may include frequent interruptions. · Excellent computer skills, such as Microsoft Office Suite, including AI, with the ability to learn new software. · Strong ability to multitask while maintaining attention to detail and performing follow through. · Excellent communication skills including effective listening, speaking, problem solving, and tact in dealing with internal and external members. · Ability to maintain privacy and confidentiality. · Dependability in attendance, punctuality, and meeting deadlines. · Must have the ability to work independently, and exercise good judgment, initiative, and tact in dealing with internal and external customers. · Must have the ability to work as a team player while using discretion in decision making and sound judgment in problem solving. Education, Experience & Certifications • May occasionally work additional hours, and in other departments as necessary to accomplish organization objectives, goals, and projects., • Rare travel to other branch locations, • Repeated motions may include the wrists, hands, and/or fingers., • Ability to use a keypad and keyboard and mouse for extended periods of time., • Vision and hearing to normal range (or corrected)., • Adjusting, lifting, carrying, or pushing/pulling objects up to 25 pounds in all directions., • Remaining in a stationary position, often standing or sitting for prolonged periods. · Must be bondable · Professional references, employment, credit and background checks required. · Reliable transportation · Ability to follow all Credit Union policies and procedures as well as all banking regulations and federal, state, and local laws. NOTICE This job description in no way states or implies that these are the only tasks to be performed by the person occupying this position. You are required to follow any other instructions and to perform any other job related duties. Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform in this position successfully, you will possess the abilities and aptitudes to perform each task proficiently. Ability means to possess and apply both knowledge and skill. This position description has excluded the marginal or peripheral functions that are incidental to the performance of primary functions. All requirements are essential to the function of the position. This job description describes the minimum selection requirements to qualify for the position. However, promotion and other employment decisions are also based on the Credit Union's needs, being in good standing, fully competent performance, and other nondiscriminatory issues. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. This position description does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship. Company DescriptionCheck out our career site to applyCheck out our career site to apply