Member Services Officer I (or II)-Hybrid

Overview If you love connecting with people and are ready to grow your career in a company that invests in your success, we’d love to meet you. Come be part of something amazing where your contributions truly matter. Be the voice that makes someone's day better while building valuable communication skills in a fast-paced, team-driven environment. The Member Services Officer I (or II) is responsible for providing “wow” level service to both members and co-workers in a call center environment. Through effective listening and thorough knowledge of our products and services, the MSO satisfies our member’s needs and effectively resolves member’s concerns. The MSO personifies our Promise Principles of “Personal”, “Professional” and “Proactive”. Responsibilities Achieves established goal for sales and member service rating (NPS) and sales/product goals. Directs calls to appropriate personnel as applicable and adheres to the standards of service quality and statistical performance measures during all member interactions. Exercises strong verbal and written communication skills to explain Credit Union policies and to resolve member concerns in a professional and personable manner. Maintains up-to-date knowledge of all federal regulations related to loans and operations. Participates actively in team meetings, contributing to the development of new programs and methods to improve effectiveness of delivery and member service Provides assistance to members in all areas relating to their financial needs (questions, transaction requests, complaints, etc.), while assisting them in the selection of appropriate products and services Must consistently report to work on-time, as scheduled and adhere to schedule adherence guidelines Other duties as assigned. Please note that hours can vary depending on the actual shift. Our contact center is open: Weekdays 7 a.m. to 7 p.m. (PT) Weekends 9 a.m. to 5 p.m. (PT) Qualifications Education Preferred 4 year/Bachelors Degree Experience 24+ months of retail customer service experience Knowledge, Skills & Ability Certificates Computer Skills Language SkillsAbility to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Mathematical SkillsAbility to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Reasoning AbilityAbility to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Other Skills Recent financial institution experience as a teller and/or new accounts representative or in a…