Member Service Representative - Call Centre

Date posted:

Department:

Call Center

Location:

Long Island City (HQ) - Queens, NY

Salary range:

USD 38,000 - USD 41,000

Description:

In this role you will utilize 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 in a call centre environment.

An incumbent in this position performs a variety of duties pertaining to the resolution of member inquiries, dissemination of information, and coordinating overall facilitation of member satisfaction through interactions with other MDS staff.

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.

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 routine 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. Request assistance if necessary from MSR II’s and III’s on more complex member issues.

Review, verify, and process new membership accounts. Accept and review member consumer loan applications and follow up with appropriate action.

Process legal documents and decedent accounts in accordance with applicable regulations.

Provide support and develop a good working relationship with all Member Service team members.

Qualifications:

A typical way of obtaining the knowledge, skills and abilities required for this position is to obtain a High School graduate certificate, plus up to two years experience in a financial/banking customer service/call center function. Knowledge of regulations pertaining to accounts, services, confidentiality and disclosure requirements and lending is preferred. Essential to this position are excellent oral and written communications skills, PC skills, including internet, email and Microsoft Office, as well as a professional appearance, willingness to work rotating shifts, including weekends and flexible hours, and overtime.