Full-time Member Care Service Specialist

Overview

Provide quality Member care by servicing internal and external Members’ needs via telephone, mail, email, and fax through the Member Care Center. Build long-term relationships with internal and external Members. Meet individual assigned referral goals and assist in meeting the goals of the Member Care Call Center, and in turn, the credit union. Partner with our Member service team to meet our Service Objective, “Putting you first by providing solutions to improve your financial life!” as they assist in educating our Members on products and services.

Primary Responsibilities

• Build long-term relationships with Members utilizing First Source Member Value culture and Universal Behaviors

• Provide prompt and accurate technical expertise on systems, products, services, policies and procedures

• Research and provide solutions to Member requests, questions, service issues, problems and complaints. Handle all problematic situations that may arise with Member accounts.

• Research and provide solutions to a need you may have uncovered through a referral of a product, service or business partner; including but not limited to lending, investments, mortgages, etc.

• Support Member service staff on research of Member accounts, procedures, and system functionality, and provide direction on available reference manuals and training aids in accordance with First Source policies and procedures

• Provide feedback on trends, escalated Member issues, etc.

• Provide financial counseling to Members when necessary

• Achieve assigned individual goals, and contribute to team sales goals

• Participate in First Source Federal Credit Union events as well as designated community events

• Attend or participate in necessary compliance training, including but not limited to Bank Secrecy, OFAC, and Privacy

• Attend training sessions as appropriate

• Travel as needed

• Perform other duties as assigned

Qualifications

• High school or equivalent plus 1-3 years’ work experience OR related business degree

• Strong communication and interpersonal skills

• Attention to detail

• Strong computer aptitude

• Professional appearance

• Ability to work flexible hours, including Saturdays as needed

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