Part-Time Member Service Representative I - Member Support (53493)
$40,144–$52,187 year
On-siteVancouver, British Columbia, Canada or Vancouver, Washington, United States
Job Summary
Respond to Live Chat, Information Desk, Online Banking, and voice mail inquiries while handling member questions via phone and written channels. Assist members with account problems, research errors, and provide information on eligibility, account types, rates, dividends, and insurance coverage. Cross-sell Credit Union services by maintaining knowledge of features and benefits, and consistently achieve department goals through participation in meetings and coaching. Comply with regulatory requirements including the Bank Secretcy Act and Patriot Act, and file correspondence as needed. Work Monday through Friday with rotating Saturdays in a contact center environment supporting member loyalty and engagement.
Required Qualifications
- One month to twelve months of similar or related experience
- A high school education or GED
- Monday through Friday 8:00am to 6:00pm
- Saturdays 9:30am to 2:00pm
- Position hours: 10am-2pm or 11am-3pm with rotating Saturdays
- Hours may vary based on business needs
- Part-time, 20 hours per week
- The hourly range for this position is $19.30 - $25.09
- Target rate of $22.00 per hour
- Demonstrate strong regulatory knowledge applicable to this position
- Understand and comply with government regulations with particular emphasis on the Bank Secrecy Act (BSA), US Patriot Act and related regulations
- Actively participate and fulfill expectations in the Credit Union Email Security Awareness Program as outlined in the Information Security Program Acknowledgement document
Desired Qualifications
- Excellent knowledge of the features and benefits of Credit Union services
- Selling skills
- Ability to successfully cross-sell Credit Union services when assisting members in any capacity
- Participate in Member Support department meetings and activities to achieve specific detailed and measurable goals
- Consistently achieve goals
- Share best practices with team members
- Promote an environment of respect and cohesive teamwork to ensure member loyalty and employee engagement
- Actively participate in monthly coaching and development planners to leverage talents and development opportunities
- Commit to and successfully execute on agreed upon action plans with your manager
- Actively support the Member Support Service Level Agreement to build sound relationships with members
- Provide information about all facets of the Credit Union including: eligibility for membership, types of accounts available (savings and lending), online services, current rates, calculation of dividends and interest, insurance coverage available, payroll deduction and other deposit and payment plans
- Assist members with any questions or problems with their account including any research and, if necessary, correction of any errors
- Ask questions and seek understanding to ensure the best solution is consistently provided to each member
- Respond to Live Chat, Information Desk, Online Banking and voice mail inquiries timely
- Promptly and efficiently handle inquiries and requests from members over the phone and through various written channels
- File correspondence and documentation as needed
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