Member Care Specialist II

Role:

To serve members by providing information in accurate, professional and efficient manner via telephone, mail or email.

Essential Functions & Responsibilities:

• Answer member calls and assist members with balance inquiries, transfers, reset online services, post loan payments, teller checks and resolve member problems.
• Assist members with debit and credit card issues and ordering cards. Process returned mail and mobile deposits. Answer the general information emails. Perform routine maintenance on accounts.
• Assist members with resolving lending questions and issues.
• Promote benefit awareness and member experience.
• Perform Member Service Center opening and closing procedures.
• Perform other duties assigned.

Performance Measurements:

1. Possess excellent telephone communication skills and ensure the member or team member understands the message you are trying to convey.
2. Ensure work continues at a steady pace with a high rate of accuracy.
3. Perform all duties in a timely manner to ensure member satisfaction.
4. Clear and efficiently written and verbal communication.
5. Comply with all credit union policies and procedures.

Knowledge and Skills:

Experience

Six months to two years of similar or related experience.

Education

A high school education or GED.

Interpersonal Skills

Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.