Member Service Representative I

Rivermark Community Credit Union is a progressive financial institution dedicated to transforming lives and communities. The Member Service Representative is responsible for handling existing member accounts, building strong relationships, and delivering exceptional member service through various channels.

Responsibilities

• Assists members with financial transactions through multiple channels within the Contact Center. Includes, but not limited to phone, follow up with partners, faxes and emails
• Assists members with general account maintenance and servicing accounts. Handles complex requests, such as, but not limited to disputes, deceased member accounts, digital banking troubleshooting including lock & unlock of access. Works with internal partners for advanced issues and complaint handling
• Effectively uses available resource materials and engages additional assistance as necessary to arrive at a resolution. Ensures quick and appropriate responses to member requests and build deeper member relationships. Provides exceptions on member accounts and requests per access levels for this position when appropriate
• Adheres to call quality requirements on each call or interaction set by Credit Union procedures
• Ensures adherence to Credit Union policies and Procedures. Ensures effective and up-to-date documentation. Adhering to the security requirements and verification. Identifying and responding to red flags in an appropriate and throughout manner
• Maintains a working knowledge of the credit union’s products, services, data processing system, including accessing information on the web, knowledge base system and intranet

Skills

• High school diploma/GED required
• Minimum one year of call center, customer service or sales experience required
• Strong ability to provide excellent member service and effectively discuss/refer credit union products and services to recommend enhancements to members
• Takes ownership of every member interaction, whether it requires a call back, extended research or assistance
• Ability to multi-task and work seamlessly and efficiently across several different platforms simultaneously
• In-depth understanding of all credit union products and services
• Research and problem-solving skills to identify and resolve issues
• Must be able to work 10:00 AM-7:00 PM Monday-Friday and some Saturdays
• Hybrid work schedule after initial 90-day training on-site
• Financial institution experience preferred
• Spanish speaking skills a plus
• Financial institution experience is a plus

Company Overview