Member Service Representative - Contact Center

Overview

Mission : In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and security into every financial solution.

Culture Competencies : S.T.R.I.V.E

• Maintains our members' and employees' trust by safeguarding their financial data and information.
• Values and respects everyone's abilities, opinions and feedback to achieve trust, safety, and well-being in a friendly, welcoming and cooperative environment. Actively devoted to our motto of 'better together'.
• Is honest, professional, authentic, and genuine in creating relationships that are uncompromising and true to ethical principles.
• Generates new ideas, supports change, provides new efficient solutions and solves problems creatively while balancing risk.

General Summary

The primary purpose of this position is to assist USSFCU in living out our cultural values of relationship and service focused as we create and maintain authentic and genuine relationships with members and employees. Under general supervision, but in accordance with established policies and procedures, provides quality service to all members via the call center channel with a positive and helpful demeanor. The MSR I determines member needs, promotes and refers the appropriate products and services. Opens new accounts and shares while building rapport with the member as a trusted financial partner in order to build the member relationship. Assists members in identifying account issues and provides resolution. Works with the Call Center Team to achieve and exceed prescribed sales and service goals.

Major Duties & Responsibilities

Non-essential Duties & Responsibilities

Experience and Skills

Education and Experience : Bachelor\'s degree or High school diploma / equivalent and 1-year general work experience in a call center or customer service-based environment. Knowledge of consumer lending, or new account opening in a financial setting are preferred, but not required.

Skills : Knowledge of PC applications including word and excel are required. Good organizational skills, the ability to multi-task and attention to detail are required.

Communication : Requires excellent interpersonal skills, the ability to communicate through multiple channels and the ability to listen to member needs and to advise appropriate Credit Union products and services.

Location : Remote opportunities in the following states ONLY : MD & DC (Minimum $47,772.01 - $71,658.01), VA, CT, NC, SC, LA, TX, FL; Chicago, IL ($43,088.48 - $64,632.71); Somerville, MA ($45,898.59 - $68,847.89).

Supervisory : None Required.

Time in Service : None Required.

Benefits : Health Insurance including Medical, Dental, Prescription, Vision, 401(k) Retirement Plan, Incentive bonus, 12 Holidays, 15 Vacation days, 9.75 Sick days, Flexible Spending Account, Life Insurance, Free parking or Metro Smart Benefits and Tuition reimbursement.

Equal Opportunity Employer / Veterans / Disabled

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.

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