The Member Services Officer I is responsible for providing "wow" level service to both members and co-workers in a contact center environment. Through effective listening and thorough knowledge of our products and services, the MSO satisfies our members' needs and effectively resolves members' concerns. The MSO personifies our Promise Principles of "Personal", "Professional" and "Proactive". Responsibilities Able to handle routine inquiries (balance transfers, loan payments, address changes, etc... more details
Member Services Officer I
LocationUS-CA-Valencia (HQ)
ID2024-1106
Category
Member Experience
Position Type
Full-Time
Remote
Yes
Overview
The Member Services Officer I is responsible for providing “wow” level service to both members and co-workers in a contact center environment. Through effective listening and thorough knowledge of our products and services, the MSO satisfies our members’ needs and effectively resolves members’ concerns. The MSO personifies our Promise Principles of “Personal”, “Professional” and “Proactive”.
Responsibilities
Able to handle routine inquiries (balance transfers, loan payments, address changes, etc.) with minimal assistance.
Achieves established goals for Quality Assurance Monthly Observations (QAMO).
Directs more complex calls to appropriate personnel as applicable and adheres to the standards of service quality and statistical performance measures during all member interactions.
Exercises strong verbal and written communication skills to respond to basic member inquiries about products, services and Credit Union policies in a professional and personable manner.
Maintains up-to-date knowledge of all federal regulations related to operations.
Participates actively in team meetings.
Must consistently report to work on-time, as scheduled and adhere to established schedule adherence guidelines.
Other duties as assigned.
Please note that hours can vary depending on the actual shift. Our contact center is open:
Weekdays 7 a.m. to 7 p.m. (PT) Weekends 9 a.m. to 3 p.m. (PT)
Qualifications
Education
Min/Preferred
Education Level
Description
Preferred
4 Year / Bachelors Degree
Bachelor’s Degree a plus
Experience
Minimum Years of Experience
Preferred Years of Experience
Comments
Knowledge, Skills & Ability
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
A working knowledge of the Microsoft office suite of products including the ability to use internet browser software
A demonstrated aptitude for learning new systems, skills & processes
Experience in trouble shooting basic smartphone and web browser issues preferred
A proven ability to work in a fast paced, deadline driven environment
The ability to multi-task with an attention to detail.
Excellent verbal & written communication skills
Superior customer service skills
Corporate Values
Practice open Communication with all levels;
Be Accountable by taking ownership of customer issues and responsibility for one’s actions;
Foster Teamwork by cooperating and collaborating with other employees;
Seek ways to make the workplace Fun for oneself & others;
Conduct oneself with Integrity by being honest, trustworthy and ethical in all work activities and interactions;
Work with a Service Orientation by having a genuine concern for the needs of one’s customers and by being friendly, professional and following through on commitments; and
Demonstrate Humility in all interactions and remember to leave one’s ego at the door when one arrives to work.
Disclaimer
This job description is not designated to cover or contain a comprehensive listing of responsibilities, duties or activities that are required of the employee for this job. Responsibilities, duties and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Logix Federal Credit Union is an equal opportunity employer that does not discriminate in employment opportunities or practices on the basis of race, religion, color, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other status protected by law.
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