Job DetailsJob Location Billerica Road - Chelmsford, MA Position Type Full Time Salary Range $18.90 - $28.35 Hourly Description Jeanne D'Arc Credit Union offers competitive wages, excellent benefits, a pleasant working environment, and the opportunity for career growth and advancement. We count on our valued workforce to be professional, provide exceptional member service, and help our members make smart financial choices. Come join us as aMember Service Center Representative II,where under the direction of the Assistant Member Service Center Manager, the Member Service Center Representative II Serves as the primary agent for building member relationships through education about credit union products and services via telephone. Adheres to credit union policies and procedures to ensure ethical and compliant business practices while performing various transactions and service requests accurately and efficiently. Essential Functions & Responsibilities:
- Proficiently performs all functions and transactions of a Member Service Representative I, which includes accepting incoming calls, greeting members and, providing relevant information regarding transactions, products, and services via telephone. Takes responsibility for fulfilling member service requests, including account opening, access services, maintenance, wires, and loan applications. Adheres to all department processes, procedures, policies, and compliance regulations, including member identification/authentication procedures and confidentiality policies. This may include transactions of increased complexity, such as IRA, business, and fiduciary account opening, and initiating domestic and international wires. Assists the Member Contact Center in meeting or exceeding its abandoned call rate and service level metrics. Strives for a first-call resolution to support service expectations. Approves consumer loans as appropriate and consistent with the Board approved loan policy.
- Effectively de-escalates challenging member situations by problem-solving, exercising sound judgment and decision-making skills while demonstrating a special effort to say yes.
- Demonstrates a comprehensive understanding of all credit union deposit and loan products and services with a commitment to learning more complex products and services.
- Competently engages in the relationship-building process through educating and referring Credit Union products and services. Takes responsibility for directing members to the appropriate department or resource for further information and services as necessary.
- Participates in department and/or organizational projects as assigned.
- Performs other job-related duties as assigned.
Qualifications One year of related experience is required and 90 days or more of banking/ member service experience is required. Call-center experience is preferred; High school diploma or equivalent required or an equivalent combination of education and experience. Position requires significant contact with others inside and outside the Credit Union, thus requiring a high degree of confidentiality, discretion, diplomacy, and tact in communication. Builds relationships and fosters positive interactions with Credit Union team members, members, and vendors by demonstrating friendly, helpful, and efficient service. Excellent telephone and verbal communication skills are required, including a positive tone and explaining financial concepts clearly and concisely. Patience, active listening, and sound judgment are required. Must have the ability to understand and communicate products, services, and regulations. Proficiency with Microsoft Office, business applications, and learning the core system and other related software are required. Must have the ability to apply cognitive reasoning to daily tasks, take ownership, and work independently and as part of a collaborative team. Must be highly motivated, detail-oriented, organized, and efficient with multitasking. Must be able to work in a professional, high call-volume call center environment without sacrificing the quality and accuracy of work performed.