Member Services Representative
Everwise Credit Union

Member Services Representative


We are searching for an experienced Member Services Representative.
This hybrid role is located in South Bend, IN or Whiting, IN or Indianapolis, IN.

Essential Function

The Virtual Member Service Representative is responsible for assisting members, via our Interactive Teller Machine, with their financial needs by answering questions, performing financial transactions, resolving issues and providing information to ensure quality service. Timely service the needs of the members and enhance their financial relationship with the Credit Union.

Primary Responsibilities & Duties

Maintains a high level of member service in accordance with Everwise Service Expectations. Responsible for processing member transactions (handling of cash and checks, account deposits, account transfers, payments) in a

proficient and accurate manner while adhering to Everwise procedures Security guidelines.

Responsible for maintaining a high level of confidentiality about member account information.

Engage with members in an informative, knowledgeable, and helpful manner about Everwise products and services through our Interactive Teller Machine.

Perform outbound calling by reviewing, updating and calling prospect list, following up with members and calling on call campaigns regularly.

Performs changes to existing account as requested by members.

Complies with the credit union Check cashing, and transaction approval limit policies.

Has a strong understanding of and complies with Reg CC, Check Handling, Reg D, BSA etc.

Assumes leadership role. This includes, but is not limited to, volunteering for special projects within the scope of job responsibilities, assuming additional duties assigned by supervisor/manager that assisting with the growth and advancement of the Credit Union.

Participate in continuing education as assigned.

Problem Resolution Effectively use Relationship Building with Conversation to handle member concerns and provide first contact resolution and build lasting member relationships through exceptional service

Educate and promote the use of ITM's with members

Proficiently utilize various computer applications to assist with member and team member support and satisfaction

Identify and discuss opportunities to promote credit union products and services to retain members and increase wallet share.

**Variability in hours including weekend and holiday hours

Specific Skills

• Self-driven
• Interpersonal and human relation skills needed to interact with the membership and team members in a professional environment
• Must have excellent communication skills that transcend a video/electronic face to face member environment. Must be comfortable with being on camera.
• Skills in Microsoft programs
• High level of Everwise product knowledge with a full understanding of needs- based selling.
• Ability to proactively problem solve by demonstrating concern and empathy while seeking a resolution that is in the best interest of the member andEverwise.
• Excellent communication skills using clear and pleasant voice.
• Ability to sit and/or stand at a desk for an extended period of time.
• Ability to multitask: Will be required to use 2-3 software programs concurrently to complete a transaction

Accountability

• Must have a high degree of Everwise product knowledge, full understanding of needs-based selling, practice and use LAER techniques.
• Accountable for understanding and applying Everwise policies and procedures relating to the Bank Secrecy Act (BSA/AML, CIP and OFAC).
• Accountable for Performance Management Goals as agreed upon with Supervisor.
• Accountable for understanding and applying government laws and regulations and Everwise policies and procedures relating to the Anti-Money Laundering Regulations including but not limited to the Bank Secrecy Act (BSA), US PATRIOT ACT and OFAC.

Minimum Requirement

• High school diploma or equivalent experience
• Experience working in a financial environment
• Six months of member service experience

Non-Exempt

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

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