Job Abstract

Member Care Consultants (MCC) are responsible for providing exceptional service to our credit union members over the phone and other multi-media contact channels. MCC’s assist them with a variety of financial inquiries, account-related issues, and general banking services. Successful MCC’s possess excellent communication skills, a strong attention to detail, and a passion for delivering superior member experiences.

Assists members with inquires and requests while providing a high level of prompt, efficient and friendly member service through multi-media contact channels. Provides counsel to new and existing members and refers appropriate products and services.

Member Service

• Delivers exceptional service to credit union members by actively listening, identifying their needs, and providing accurate information and solutions promptly and courteously.

• Receive and handle a high volume of inbound calls from credit union members, respond to inquiries, resolving issues, and providing guidance on various banking products and services.

• Responds to member inquiries received through various communication channels (up to two engagements at a time) such as inbound audio English and Spanish calls, chats, video calls, messages, 3^rd party after hours support. Uses available credit union software tools. Follows established service standards, including call handling metrics, quality assurance guidelines, and adherence to compliance and security protocols.

• Provides members with information on their accounts and answers questions on products and services.  Processes transactions and opens and/or conducts maintenance on accounts.

• Accurately documents member interactions, inquiries, and transactions in the credit union's customer relationship management (CRM) system as required. Answers questions, recommends corrective services to address complaints. Aids on inquiries, transactions, and problem resolution.

Member Resolution

• Investigates and resolves member complaints, discrepancies, and disputes related to accounts, transactions, or credit union policies, escalating complex issues to the appropriate departments when necessary. Identifies opportunities and member / team member needs and responds quickly.

• Anticipates and resolves problems in an empathetic, thoughtful, thorough, and timely manner.

Sales

• Actively offers and cross-sells financial solutions and recommends appropriate products and services such as savings, checking and deposit accounts, convenience services (i.e. Auto buying, Insurance and WM) and loans.

• Contacts prospective and current members to present information on available loan products, deposit accounts, investment services and promotional offers to obtain additional business.

• Gathers and submits mortgage referrals to our mortgage division for follow-ups on first mortgage loans.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or general education degree (GED)

• Two years financial services and sales experience or related experience and/or training; or equivalent combination of education and experience.

• Prior experience in a call center is a plus

• Familiarity with financial products and services offered by credit unions or banks

Communication Skills

• Professional and friendly demeanor, with a genuine desire to assist and provide exceptional service to members.

• Exceptional interpersonal skills and the ability to build rapport and establish positive relationships with members.

• A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with members, other departments, and outside vendors can be of a sensitive and/or highly confidential nature.

• Excellent verbal and written communication skills with the ability to convey complex information in a clear and concise manner.

• Bilingual (English/Spanish) skills desired.

Computer Skills                                                             

• Proficient skills navigating a PC and internet browser

• Strong working knowledge of Microsoft 365 products (Outlook, TEAMS, Word, Excel)

• Working knowledge of smart phones and using APPs

Other Skills

• Strong attention to detail, accuracy, and multitasking abilities

• Ability to work in a fast-paced environment and adapt to changing priorities

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.

• Must be capable of climbing/descending stairs in an emergency situation.

• Must be able to operate routine office equipment including telephone, copier, facsimile, and the like.

• Must be able to routinely perform work on computer for an average of 6-8 hours per day.

• Must be able to work extended hours whenever required or requested by management.

• Must be capable of regular, reliable and timely attendance.

• Must be able to talk and hear.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate.