Part Time - Member Care Representative

Position:

Member Care Representative

Department:

Member Services

Reports to:

Member Care Manager

Pay Grade/Level:

8

FLSA Status:

NonExempt

Position Summary

Performs routine data entry and administration for debit credit. Performs efficient and accurate service to members over the phone including account maintenance solving problems and conducting loan interviews.

Duties and Functions Essential to the Successful Performance of the Job:

Management reserves the right to add or change duties listed.

Card Services Duties

Establish and maintain appropriate files and records on member accounts.

Process daily reports.

Process new lost/stolen and replacement debit cards credit cards.

Process debit card fraud disputes and rejected transactions.

Print and distribute daily and monthly debit card credit card.

Perform administrative duties for debit and credit card programs.

Provide internal customer service to coworkers.

Call Center Duties

Professionally respond to routine inquiries from members regarding financial products and services.

Accurately promptly and efficiently perform routine to complex transactions per members requests using the computer system.

Identify research and resolve routine to moderately complex problems and inquiries.

Identify and escalate priority issues.

Promptly followup on member inquires not immediately resolved.

Provide information on consumer loan products that best meet the members needs.

Provide members with product and service information.

Route member calls to appropriate staff.

Miscellaneous

Comply with all department and credit union policies and procedures.

All other duties as assigned.

Minimum Job Requirements:

Education:

High school diploma or general education degree (GED)

Experience:

2 years of customer service experience.

Experience working in a financial institution (preferred).

Previous call center experience (preferred).

Specific Skills:

Ability to handle numerous projects simultaneously.

Strong attention to details

Excellent written and oral communication skills

Ability to communicate courteously and professionally

Excellent problem solver

Comfortable in a sales & goal oriented environment

Moderate PC proficiency

Bilingual/Spanish a plus

Work as a team player.

Specialized Knowledge Licenses Etc.:

Demonstrated proficiency in the use of word processing and spreadsheet software. Demonstrated ability to efficiently use other PC based software.

Knowledge of IRA rules and regulations.

Knowledge of Keys Federal Credit Unions products and services.

Supervisory Responsibility if any

None

This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to this job.

Keys Federal Credit Union expects that its employees will conduct themselves with the highest ethical standards. The Credit Union also expects its employees to conduct business in accordance with all Bank Secrecy Act antimoney laundering and other regulatory laws. Information security and confidentiality of member information are of the utmost importance to the Credit Union. Employees shall not knowingly provide assistance to individuals who attempt to violate or avoid these laws or the Credit Unions policies.

Required Experience:

Unclear Seniority