Member Service Representative I (Call Center)

Overview

Member Service Representative I (Call Center) at Rivermark Community Credit Union. Join to apply for the Member Service Representative I (Call Center) role at Rivermark Community Credit Union.

Position

Member Service Representative I (Call Center)

Position Overview

The Member Service Representative is responsible for handling existing member accounts, building strong relationships, and delivering exceptional member service. Assists members by phone with account maintenance, disputes, general loan inquiries, and IRAs. Applies strong communication skills to identify key needs and achieve effective resolutions. Uses consultative selling techniques to identify opportunities and offer recommendations on deposit accounts, loans, and services to enhance member relationships. Keeps current on Credit Union policies, procedures, and offerings to provide accurate and knowledgeable support.

Primary Responsibilities

• Assists members with financial transactions through multiple channels within the Contact Center, including phone, follow up with partners, faxes, and emails.
• Assists members with general account maintenance and servicing, handling complex requests such as disputes, deceased member accounts, and digital banking troubleshooting (including lock & unlock of access). Works with internal partners for advanced issues and complaint handling.
• Uses available resource materials and engages additional assistance to arrive at a resolution. Provides quick and appropriate responses to member requests and builds deeper member relationships. Provides exceptions on member accounts and requests per access levels for this position when appropriate.
• Adheres to call quality requirements on each call or interaction as set by Credit Union procedures.
• Ensures adherence to Credit Union policies and procedures. Maintains effective and up-to-date documentation. Adheres to security requirements and verification. Identifies and responds to red flags in an appropriate manner.
• Maintains working knowledge of the credit union's products, services, data processing system, including accessing information on the web, knowledge base system, and intranet.

Must-haves

Nice-to-haves

Why choose us

We offer a competitive benefits package designed to support your well-being and professional growth. Visit our benefits page to learn more.

Rivermark Community Credit Union is proud to be an Equal Opportunity Employer that celebrates diversity. We acknowledge the challenges in our industry and strive to develop an inclusive culture where all individuals are valued and respected.

EEO / Inclusion

Our commitment to inclusion : Rivermark celebrates differences and fosters an environment where individuals can show up every day as their authentic selves. Learn more on our website.

Qualifications Summary

Seniority level : Entry level

Employment type : Other

Job function : Other

Industries : Banking

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