[Hiring] Member Care Representative @VANTAGE CREDIT UNION

Role Description

• Responsible for answering incoming calls while maintaining excellent member service.
• Responsible for verifying the member's identity, determining the needs of the member, and resolving member concerns without transferring the member when appropriate.
• Responsible for responding professionally to live chat conversations and email requests while providing excellent member service.
• Identifies referral options for loans and deposit services by staying abreast on products and services, and meets sales targets.
• Researches and resolves complaints to ensure member retention and satisfaction.
• Exercises tact, judgment, and initiative in working with members and team members.
• As assigned by the Member Care Manager, Assistant Member Care Manager(s), and/or Member Care Coordinator(s), responsible for the training and development of Member Care representatives.
• Reviews and makes recommendations to update procedures as needed.
• When appropriate, takes advantage of cross-sell opportunities and provides members with solutions to financial issues.
• Encourages all potential members to join the credit union by thoroughly explaining services and offering to provide information.
• Meets or exceeds individual and team productivity and quality standards.
• Performs other individual and/or team tasks as assigned by the Member Care Manager(s), Member Care Assistant Manager(s), and/or Member Care Coordinator(s).

Qualifications

• Above average written and oral communication skills; can comfortably handle people at all levels.
• A good listener who is empathic with board, staff, and member needs.
• Good math aptitude.
• Meets simultaneous deadlines, and effectively organizes and prioritizes work while working under pressure.
• Sensitive to executive etiquette and protocol; able to recognize and handle different personalities.
• A high degree of poise and tact to represent the credit union positively.
• A positive individual who is team-oriented; able to see the steps necessary to get things done.
• Receptive to learning new tasks; meets deadlines and is willing to take responsibility for own actions.
• Organizes and prioritizes work with little direction.
• Must be proficient with various computer software programs and experienced with operating automated and standard office equipment.

Requirements

• Integrity and high moral responsibility.
• Analytical ability, with the incisiveness to ask discerning questions.
• Possess the ability to evaluate each situation as its own and think outside the box for solutions.
• Works well with management and staff to build positive working relationships and achieve group cohesiveness and objectives.
• Willing to put in the time necessary to get the job done.
• Be flexible and have a strong ability to adapt to changing situations.

Education and Experience

• The Member Care Representative should possess a high school diploma or equivalent.
• Associate degree in a business-related field or its equivalent of one to two years of customer service experience is desired, supplemented by general business courses in a continuing education setting.
• Lending or credit experience is desirable but not required. Education and experience may be substituted.

Physical Requirements

• Occasionally remaining in a stationary position which may be standing or sitting for a prolonged period of time.
• Occasional travel or moving from one office location to another or from one department to another at the headquarters building.
• Occasional lifting, moving, or adjusting objects up to 20 pounds.
• Constant communication with others through various channels including verbal, email, and chat.
• Work will be in a commercially reasonable temperature-controlled environment.
• Occasional temporary exterior site review which could be in outdoor elements of wind, rain, or snow.