Member Service Rep II (Call Center)
Member Service Rep II - Kensington, MD Position Description To assist members and potential members with their Credit Union needs. Have extensive knowledge of all Credit Union services and products, ability to explain and sell the products, respond to problems and direct members to the appropriate people/department. Meet member needs by resolving complicated operational issues, referring appropriate products and services, and answering questions. Assist members with completing new VISA applications and balance transfer requests, advising members of related loan services beneficial to the member and assisting with all areas of internal and external marketing initiatives. Provide assistance to MSR I employees as needed. Position Responsibilities Member Assistance Communicate with members in a courteous, professional and pleasant manner at all times.Assist members with problem resolution at first contact.Research and resolve routine and complicated member questions with greater authority.Refer problems or necessary assistance that are beyond authority level to immediate supervisor or direct the member to the appropriate person/department.Identify cross-sell and referral opportunities and react appropriately to assist members with completing new Visa applications and balance transfer requests, advising members of related loan services beneficial to the member. Call Center Initiatives - Participates in various call center initiatives through Dialogue Direct and our internal Marketing initiatives. Acts as first contact for members. After Call Work/Member and Department Records - Complete after call work accurately and efficiently.Maintain member account information on internal core system.Assure that appropriate records are maintained and required reports are prepared.Provide necessary reports to appropriate manager or departments. Department Liaison - Act as a liaison between members and other Credit Union departments to achieve needed resolution for the member.Participate in special projects within the department and organization as requested.Participate and seek out opportunities for increasing knowledge of required duties. Job Knowledge - Continually increase and refine knowledge of credit union products, services and operations. Participate in various training activities including webinars, and online courses.Share information with MSR team to increase team and knowledge. Act as an informational resource to MSR Is as needed. Position Requirements High school diploma or equivalent required.College degree preferred Must have the aility to work 10:30am-7pm shift. Two to five years of call center, financial services or similar related work experience, including loan servicing experience. Excellent verbal and written communication skills Ability to work in a high volume call center environment Ability to manage multiple projects Strong organizationaland attention to detail skills Significant level of trust, confidentiality, tact and diplomacy are required PC experience to include core (Symitar, Episys) systems and MS office Word, ExcelWe are proud to be an EEO/AA/Minorities/Females/Disabled/Veterans employer.