Job Summary: Provides account service to existing member base and resolves member inquiries. Grows membership throughout Ohio, via web applications and phone communication. Promote credit union products to members to earn monthly incentives. Essential Functions and Responsibilities: - Answers phones and e-mails, determines and meets member's needs in a responsive, efficient manner.
- Work across departments and branches to assist members with products, services, questions, and issues.
- Provides advice, counsel, and solutions directly to member inquiries.
- Upsell and cross-sell to increase revenue by persuading existing and new customers to purchase additional products or services.
- Welcomes new members to the Credit Union and educates them on available products and services.
- Interviews members regarding service level received and determining potential member referrals.
- Source and recruit new members to join the credit union.
- Process all plastic card requests, debit/credit cards.
- Process applications for cemetery and tuition loans.
- Research and resolve issues that arise connected to plastic cards.
- Provides support to members with certificate renewals.
- Order and send out welcome packets to all credit card holders.
- Adjust credit card holders daily charge limits working within originally established total credit authorization.
- Review e-mails that come into the eBranch and verify everyone's address.
- Process all requests that come in from Suspensions and Social Security.
- Route all company outgoing mail and process any returned mail.
- Process pay by phone account payments and take fee from member accounts.
- Process all credit card balance transfers.
- Research collections request for member information and provide information to requester.
- Adhere to regulatory and legal compliance within the eBranch.
- Work with manager to create and maintain reporting determining service levels to include but not limited to call volume, call type, call times, calls dropped, etc.
- All other duties assigned.
- This job description is subject to change at any time.
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