[Remote] Member Service Representative - Contact Center

Note: The job is a remote job and is open to candidates in USA. United States Senate Federal Credit Union is dedicated to improving the financial wellness of its members through sustainable solutions. The Member Service Representative will provide quality service to members via the call center, assisting with account issues and promoting appropriate products and services to build strong member relationships.ResponsibilitiesRepresents the Credit Union in a courteous, engaging, professional manner and provides excellent member service to both members and internal teammatesIs efficient, results driven, and accurateUnderstands the impact of their behavior and performance on the credit union, the members, potential members and teammatesAble to navigate through multiple computer applications and screens, while simultaneously engaging with members either in person or by phoneUtilizes other channels such as email or chat to communicate with membersPerforms file maintenance and processes changes on member accounts, to include but not limited to, address changes and name modificationsAble to problem solve and find solutionsConducts consultative interviews and actively listens in order to assess member's financial needsIdentifies products and services appropriate to the members' situationOpens new accounts accurately and promptlyIs accountable to ensure that any exceptions and errors are minimalAll exceptions and errors promptly addressed and correctedProvides accurate information as they assist members with all general inquiries regarding accounts, products and servicesAs appropriate, advises members of regulations applicable to these policies and proceduresProcesses member electronic transaction requests such as share to loan payment transfers, check orders, etcResponds to member inquiries regarding account errors, discrepancies or other concernsProvides solutions for the immediate situation as well as to help prevent possible recurrence of the same issueActively engages and participates in training, coaching sessions, team meetings, group discussions and motivational/ promotional activities with the organizationCompletes assigned training initiatives as required within the prescribed timeframeWorks with other team members and departments to provide assistance and resolution to member inquiriesWorks 'Better Together' with other team members to promote teamwork, unity, and consistent operationsWorks with the credit union team to meet and exceed departmental and organizational goals as well as any assigned individual goalsIs results driven, possesses a high sense of urgency and is self-motivated to succeedAble to multitask, requiring good organizational skillsComplies with all applicable Rules, Regulations and Statutes of the NCUA and other appropriate governing bodies to include but not limited to: the Credit Union Bylaws, Credit Union Code of Conduct, Credit Union Employee Guidebook, Bank Secrecy/Anti-Money Laundering Act, Fair Housing Act, Fair Lending Act, and Fair Credit Reporting ActAbility to perform duties defined in Credit Union Security Program and Disaster Recovery PlansPerforms other duties as assignedSkillsBachelor's degree or High school diploma/equivalent and 1-year general work experience in a call center or customer service-based environmentKnowledge of PC applications including word and excelGood organizational skillsAbility to multi-taskAttention to detailExcellent interpersonal skillsAbility to communicate through multiple channelsAbility to listen to member needs and to advise appropriate Credit Union products and servicesKnowledge of consumer lending, or new account opening in a financial settingBenefitsHealth Insurance including MedicalDentalPrescriptionVision401(k) Retirement PlanIncentive bonus12 Holidays15 Vacation days9.75 Sick daysFlexible Spending AccountLife InsuranceFree parking or Metro Smart BenefitsTuition reimbursementCompany OverviewUnited States Senate Federal Credit Union provides checking and savings account, loan, and advisory services. It was founded in 1935, and is headquartered in Washington, District of Columbia, USA, with a workforce of 51-200 employees. Its website is http://www.ussfcu.org.



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