Member Service Representative I

Job Title: Member Service Representative (Call Center Representative)

Department: Contact Center

Career Stream: Individual Contributor

Classification: Remote

Work Schedule: This position is full-time; approximately 40 hours per week. The hours are Monday - Friday: 8am - 6pm; Saturdays 9:00 am -12:00 pm; with an additional day off during the work week.

Compensation: The budgeted salary range for this position is between $20 and $22 per hour. Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.

Position Summary: Member Service Representatives (MSRs) in the Contact Center serve as the primary point of contact for members, providing exceptional service and support for a wide range of banking services. This role assists members with inquiries related to loans, deposit accounts, online banking, and financial products while identifying opportunities to recommend solutions that enhance their banking experience. MSRs also ensure timely and effective issue resolution, acting as a liaison between the Credit Union and its members.

Member Assistance and Support:

• Provide prompt and professional phone support to assist members with inquiries and resolve issues.
• Address member concerns related to accounts, transactions, fraud disputes, debit/credit cards, and online banking.
• Research and identify solutions to resolve complex member inquiries and escalate unresolved matters when necessary.
• Perform account-related transactions, including loan payments, ACH requests, account changes, PIN and password resets, and wire transfers.
• Troubleshoot issues related to remote services, including digital banking, bill pay, ATMs, and payments.

Sales and Service Accountability:

• Educate and encourage members to use alternative delivery channels and digital solutions for enhanced convenience.
• Promote financial products and services that align with members' needs to strengthen relationships and improve financial well-being.

Operational Excellence and Compliance:

• Maintain compliance with policies, procedures, and regulatory requirements.
• Meet Key Performance Indicators (KPIs) such as schedule adherence, call handling time, and quality scores.
• Document member interactions accurately in the system, ensuring proper record-keeping and reporting.
• Work independently to research and resolve inquiries while collaborating with other departments to address complex issues.
• Continuously seek opportunities for process improvement to enhance the member experience and operational efficiency.

Team Collaboration and Development:

• Collaborate with team members and support other departments and branches as needed.
• Actively participate in team meetings and training programs to stay updated on processes, products, and services.
• Contribute to department and organizational goals by achieving individual performance objectives.
• Support a culture of teamwork, accountability, and continuous learning.

Qualifications:

• Education: High school diploma or equivalent required; associate's degree preferred.
• Experience: 1-2 years of experience in a financial services, call center, or customer service environment preferred. Familiarity with banking regulations, products, and services is a plus.
• Skills and Competencies:
  1. Excellent verbal and written communication skills.
  2. Strong problem-solving and decision-making abilities.
  3. Proficiency in Microsoft Office products.
  4. Ability to handle multiple tasks, prioritize effectively, and work in a fast-paced environment.
  5. Exceptional attention to detail and organizational skills.
  6. Ability to educate and influence members regarding financial products and services.
  7. Commitment to delivering exceptional service and fostering member relationships.

About Workers Credit Union: Since 1914, Workers Credit Union has existed to Improve the Daily Lives of our Members. We deliver on our core purpose by partnering with our members to help them make their best financial choices and improve their financial wellness. We call this The Workers Way and this is at the center of everything we do. Through our specialized financial counseling, we are pioneering a new member experience through high-touch service and convenient technology. We have grown to over 2.6 Billion in assets and serve over 120,000 members. We are one of the top performing credit unions in Massachusetts with big plans for the future!

Benefits:

• Comprehensive medical, dental and vision plans
• Basic life and AD&D insurance, short-term disability and long-term disability
• 15+ days of paid time off (PTO) per year
• Up to 16 hours of volunteer time off (VTO) per year
• 11+ paid holidays
• 401(k) that includes a Safe Harbor Match of up to 4%.
• Tuition Reimbursement Program
• Mental health resources including an Employee Assistance Program (EAP)
• Individualized learning and development programs

EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.