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Member Solutions Specialist (Call Center)

Company: Vantage West Credit Union
Location: Tucson
Posted on: July 15, 2019

Job Description:

GENERAL SUMMARY:

Responsible for accurate, professional, and prompt processing of member requests via telephone. Maintains knowledge on all related products, services, and promotions to effectively create cross-sale opportunities based on member needs.

QUALIFICATIONS:

Minimum Education& Experience Requirements



  • High School diploma or equivalent
  • Two (2) years customer service experience


    o To include one (1) year retail banking or call center experience

    Minimum Knowledge and Skill Requirements



    • Ability to work independently and in a team environment
    • Active listening, organization, and time management skills to accurately and effectively service members
    • Ability to communicate clearly and effectively
    • Must be customer service oriented with the ability to identify and meet member needs
    • Ability to multitask in a fast-paced and changing environment
    • Skilled in navigating multiple screens and applications and adapting to new technologies


      COMPETENCIES:



      • Composure
      • Customer Focus
      • Conflict Management
      • Approachability
      • Learning on the Fly
      • Functional/Technical Skills


        WORKING CONDITIONS/ENVIRONMENT:

        Job requires sitting for extended periods of time.

        OTHER REQUIREMENTS:

        Must comply with all aspects of the Bank Secrecy Act (BSA). Must be able to obtain license through the Nationwide Mortgage Licensing System& Registry (NMLS). Must be able to work a flexible schedule Monday through Saturday as needed.

        MAJOR ACCOUNTABILITIES AND TASKS:



        • Responds via telephone to routine member inquiries regarding account(s). This includes, but not limited to account inquiries, transfers, loan payments, online banking, research, etc., while navigating through various systems.
        • Performs member transactions with high-level of security, accuracy and attention to detail.
        • Builds, develops and maintains relationships with members to ensure a positive member experience.
        • Determines member's financial needs and recommends appropriate products and services. Creates cross-selling opportunities in order to meet department and individual sales goals, while promoting teamwork.
        • Remains familiar with available resources to respond to members' requests, questions, and issues.
        • Maintains an up-to-date and comprehensive knowledge on all credit union products, services, promotions, policies, procedures, rules and regulations.
        • Performs other duties as assigned.

          Equal Opportunity Employer

Keywords: Vantage West Credit Union, Tucson , Member Solutions Specialist (Call Center), Other , Tucson, Arizona

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