Job Title: Member Services Representative I, II, III
Department: Member Services Contact Center
Reports To: Member Services Supervisor
Salary Grade(s): 6, 7, 8
EEO-1 Job Class: 5 - Administrative Support Workers
FLSA Status: Non-exempt
☐Full-time
☒ Part-time
☐ Temporary
Location: Admin Center
☒ Telework Work Possible (if checked)
Important: See Telework Policy for Additional Criteria
Function:
Responsible for providing an exceptional financial experience by handling every member's needs, from service to sales, with passion and enthusiasm. Provide members with a resolution, during their first contact, that will fulfill their financial needs; from account opening, account maintenance, and transactions Focus on member-centric conversations to deepen relationships and become a trusted advisor. Actively promote a variety of banking solutions to enhance a member’s experience and achieve their financial goals. Service member interactions through various communication channels, including phone, email, and live chat. Time spent in the various channels of this role will vary depending upon volume and written acumen.
Position Requirements:
GENERAL:
Professional and friendly attitude with ability to quickly develop a rapport with members over various communication channels Strong keyboarding skills, and ability to learn and navigate new software quickly.Bilingual and able to read, write, and speak Spanish proficiently is a plusEXPERIENCE:
One (1) or more years of customer service or sales experience preferredDemonstrated work-related experience may be considered instead of education requirements
EDUCATION:
High School Diploma or GED equivalent required.Ability to obtain and maintain job-related certification if no job-related advanced degree.Meet or exceed continuing professional education (CPE) requirements.An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
PHYSICAL: Long periods of sitting and concentrating and speaking; general office
Sitting: RegularlyStanding: Occasionally Walking: Occasionally Climbing/Balancing: N/AReaching: Occasionally Kneeling/Crawling: SeldomOther: Talking: RegularlyHearing: RegularlyVision/Seeing: RegularlyTyping/Keyboarding: RegularlyDriving: N/ALifting: Sedentary - Up to 10lbs
Duties:
Provide members with a one stop experience to fulfill all their financial needs from account opening and
maintenance to processing transactions.
Support daily operations of the contact center and meets member services and product needs as required by the digital channel (voice, text, chat, video, etc.)Focus on member-centric conversations to deepen relationships and become a trusted brand ambassador. Educate members and explain features and benefits of products and solutions; make recommendations based on their identified needs.Demonstrate attention to detail, accuracy, thoroughness, and timely follow through while processing member requests. Ability to multi-task and navigate amongst various screens and systems. Leverage practical knowledge and understanding of digital solutions and technology to support members andsolve problems.
Identify and escalate cases of suspected fraud.Manage risk by maintaining compliance with applicable regulations and contact center policies and procedures, while demonstrating sound judgment within established limits.Actively promote a variety of banking solutions to enhance a member’s service experience and achieve their financial needs.Use the CRM (Customer Relationship Management) system and other resources to foster relationship building conversations with members and ensure a consistent approach to new member onboarding and expanding.existing relationships
Identify consumer lending opportunities and partnering with centralized lending group to ensure successful!member experience.
Perform member maintenance requests, process transactions accurately, assist with operational activities, and responsibilities and maintain flexibility.Adhere to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position, including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.
Equal Opportunity Employment
First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.
