Member Experience Specialist (Call Center)

US Eagle Federal Credit Union is a local not-for-profit, very for-people place. We are a place that quietly does the right thing in a world that cant stop talking about doing just that. At US Eagle, you can make a big impact and help us create a world where people matter more than profit. The Member Experience Specialist I assists members and potential members with their telephone and online requests in a busy call center environment explains services, offers and recommends CU products and services responds to problems, and directs phone calls to the appropriate area. Offer exceptional service to members by meeting or exceeding our service guidelines.

We are hiring multiple positions and are looking for candidates that can work a flexible/variable schedule Monday through Saturday.

• Starting at $20.00/ hour. Previous financial institution call center experience can earn a higher starting wage.
• Opportunities to grow within the call center and Credit Union.

We value our employees and offer generous benefits as a way of thanking our staff for their hard work and dedication to our members and our community.

• Medical, dental and vision insurance is available the first of the month following date of hire.
• Company paid basic life, short-term disability and long-term disability insurance.
• 401(k) retirement benefit that includes a company contribution and match.
• PTO Accrual (15 days off in the first year of employment).
• Paid federal holidays and paid birthday day off.

These are just a few of the great benefits our employees enjoy!

Essential Functions &amp Responsibilities:

• Assists members and potential members with their telephone and online requests answers questions about products and services and resolves problems that are within their authority to resolve refers problems that are beyond their authority to their supervisor, along with their recommendations.
• Performs member requested transactions such as: account to account transfers, loan payoff, Skip-A-Pay for loans, stop payments, account maintenance, address changes, closing accounts, process Share Certificates renewals, loan and credit card payments.
• Open new subaccounts and Share Certificates over the phone.
• Continuous learning of CU products and services.
• Partner with our members to identify cross-sell opportunities by actively listening to the members needs. Once the need is identified, educate the member on the features and benefits of the service/product and ask for the business.
• Provide online, bill pay and mobile access assistance to include troubleshooting and walking the member through enrollment.
• Demonstrate urgency by completing member and potential member requests in a timely and accurate manner.
• Handle escalated calls objectively with a high degree of problem solving and member retention skills.
• Provide exceptional service while managing multiple communication channels.
• Follow procedures for virtual account maintenance, including but not limited to all regulatory compliance.

Experience: Six months to two years of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Other Skills: Good listening and telephone skills able to operate a 10-key calculator, typewriter, and computer keyboard able to make decisions with minimum information. Exceptional written and verbal communication skills are essential. Working knowledge of MS Office Suite.