Member Services Representative II

Date posted:

Department:

Retail Branches

Location:

Manhattan (Retail Branch), NY

Description:

POSITION SUMMARY:
Under general supervision, utilizes the Con2ect Member Experience Model to provide superior service to UNFCU membership promptly and courteously within established guidelines, most often facilitated through building effective relationships and diligent problem solving. Responsible for determining members' financial needs and making referrals where necessary, promoting the Credit Union's product line, processing new accounts/loan applications, resolving member account/loan problems, and assisting members to the fullest extent possible.

Accountabilities:

•Utilize the Con2ect Member Experience Model to provide a memorable member experience at each and every touch point.
•Utilize the Con2ect Member Experience Model to deepen connections with members to better understand their needs by asking effective questions and building relationships.
•Utilize the Con2ect Member Experience Model to become a trusted advisor to members by presenting the features and benefits of UNFCU’s products and services that will best satisfy their current and future needs.
•Utilize Con2ect The Best to achieve departmental, team and individual sales and referrals goals.
•Answer routine telephone calls as well as e-mail inquiries, web chat inquiries and written correspondence for the entire organization. Communicate with both domestic and international members and merchants, and provide appropriate answers or referrals.
•Investigate member account/loan issues, determine action necessary to resolve the issue, and ensure that action is taken in a timely fashion. Follow up to ensure that the issue is corrected, and keep members informed of the status of their issues.

Qualifications:

TYPE & AMOUNT OF EXPERIENCE:
•High School diploma and 2 years of banking experience in a customer service/call centre function. Prior experience in a sales environment is preferred.

TECHNICAL COMPETENCIES:
•Knowledge of regulations pertaining to accounts, services, confidentiality, disclosure requirements and lending is preferred.
•Strong sales background
•Advance PC skills, including Microsoft Office.

BEHAVIORAL COMPETENCIES:
•Ability to organize work and set priorities
•Ability to manage relationships at all levels throughout the organization
•Excellent oral and written communication skills
•Willingness to work rotating shifts, including weekends and flexible hours, and overtime.

WORK ENVIRONMENT/CONDITIONS:
•Standard office conditions