Call Center Member Service Specialist I

Role • Receives incoming calls, chats and responds to incoming mail. Determines what products, services or resources the caller requires (or could benefit from) and is able to assist with entering in and reading applications. Provides direct support services to members; or, connects them with the appropriate staff representative. Major Duties and Responsibilities • Answer incoming calls, chats and mail with proficiency and accuracy. Determines the needs of the member and verify the members identity, minimizing the members time and effort in resolving their concern. Has the knowledge to assess when member fee reversals, loan recasts, account information alterations, Online account updates, contact information updates need to be made. Must recognize and extrapolate based on basic data provided to ensure proper assistance is executed and next call avoidance requirements are satisfied. • Identify products/services that might be beneficial to members and provides information about their value and benefit. Is knowledgeable in reading and creating application and application status in loan system. Cross-sell and educate members knowledgeably to Virtual Branch and Bill Pay services. Proficient at assisting members in completing Virtual Branch enrollment, troubleshooting any errors, understanding the e-statement process as well as system navigation to assist with any questions. Recognize and offering products, loans and services that will be beneficial for the member. Must be well educated on benefits of products and services offered. • Perform functions for members including, but not limited to, funds transfers between accounts and/or loan, stop payments, close and reorder debit cards, place stop payments on checks, order new checks, Wire transfers, provide balances and recent transaction history, provide loan payoff amounts, process loan or credit card payments, set up recurring loan payments etc.) to assure members needs are addressed in a polite and friendly manner.