Icon hamburger
US
What job do you want?
Apply to this job.
Think you're the perfect candidate?
Apply on company site
Thumsup

You’re being taken to an external site to apply.

Enter your email below to receive job recommendations for similar positions.
Default3

Member Service Solutions Specialist

United Nations Federal Credit Union New York Full-Time
U7-7%
Apply on company site

Manage escalations and support projects within a call center environment. Manage difficult and complex member and inter-departmental situations. Execute member service resolution with a high degree of success. Utilize discretion responsibly when resolving member complaints.


  • Assist Call Center staff with all member service escalation inquiries; successfully defuse escalations and improve overall member experience.
  • Exercise independent judgment while complying with federal regulations and UNFCU policies, procedures, and standards.
  • Analyze member issues through root-cause and problem management as it relates to recurring issues.
  • Follow processes and operational policies in selecting methods and techniques for obtaining solutions.
  • Take a lead role in the creation and continuing maintenance of complaints reporting and tracking systems. Provide feedback/reports to relevant stakeholders and parties.
  • Conduct root cause analysis to identify fail points and opportunities for improvement within all areas of call center operations.
  • Develop and deliver coaching, mentoring and training to team members in relation to complaints management and member care support education initiatives.
  • Keep staff motivated via ongoing feedback and development pertaining to escalation.
    Devise strategies to ensure staff can satisfactorily meet individual and department standards for First Contact Resolution (FCR).
  • Ensure that staff meet 100% resolution goals for all complaints promptly, providing responses and redress that address complainants’ concerns.
  • Collaborate with supervisors and other team members to establish a positive team environment that supports and reinforces best-in-class member service practices.
  • Partner with management in the development of procedures and policies to improve the handling of complaints across member operations.
  • Interface with other departments to develop and implement escalation handling programs.
  • Perform supervisor coverage as needed.
  • Perform other duties as assigned by management.

  • Associate’s degree (or some college coursework completed) and 3-5 years in a call center environment, preferably within the banking/financial services industry
  • Previous responsibility for coaching/mentoring/training others preferred
  • Thorough knowledge of department policies and procedures

TECHNICAL COMPETENCIES:

  • Microsoft Office proficiency
  • Knowledge of Contact Center Management systems and reports preferred

BEHAVIORAL COMPETENCIES:

  • Attention to detail
  • Strong work ethic and accountability
  • Ability to work independently with little supervision
  • Personable and outgoing; enjoys working with people and is able to handle high-stress situations with grace
  • Strong analytical and problem solving skills
  • Ability to evaluate with confidence while using a non-judgmental approach
  • Ability to organize work and set priorities in a fast paced environment
  • Ability to manage relationships at all levels throughout the organization
  • Excellent oral and written communication skills
  • Must be dependable and self-motivated

WORK ENVIRONMENT/CONDITIONS:

  • Standard office conditions
  • Willingness to work flexible shifts and extended hours, including weekends, when necessary to meet department needs

In addition to any specific job requirements in connection with Bank Secrecy Act and/or OFAC (BSA), employee must (i) be aware of BSA matters commensurate with the position; (ii) report any suspicious activity to the manager or compliance department; and (iii) satisfactorily complete any required BSA training.

 

Skills required

Customer Service
Telephone Consultations
Confidentiality
Listening
Answer Question
Membership Policies

Location

Salary Estimator

Based on Job Title, Location and Skills
$84K
Below Avg. Average Above Avg.

Career Path

See the next step in your career
Member Service Solutions Specialist
U7-7%
Estimated Salary: $64K
Apply to this job.
Think you're the perfect candidate?
Apply on company site

Help us improve CareerBuilder by providing feedback about this job: Report this job

Report this Job

Once a job has been reported, we will investigate it further. If you require a response, submit your question or concern to our Trust and Site Security Team

Job ID: 2019-1253

CAREERBUILDER TIP

For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.

By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.

The United Nations Federal Credit Union (UNFCU), founded in 1947, is a member-owned, not-for-profit cooperative that offers a full suite of banking, investment and insurance products and services to the global UN community. We have more than 100,000 members in over 200 countries, assets in excess of USD $4B, and more than 400 employees. UNFCU is committed to social responsibility and we support causes worldwide. Headquartered, and with branches, in New York City and an office in Washington, D.C., UNFCU has representative offices in Geneva, Switzerland; Vienna, Austria; Nairobi, Kenya, and Rome, Italy. For more information, visit www.unfcu.org.

As an employer, our benefits are second to none, and include comprehensive medical, dental and vision; 401k with dollar for dollar matching contributions and immediate vesting; a generous pension; tuition reimbursement; company paid life & disability coverage; and flexible spending accounts to name a few!

Our diversity, openness and continual employee development have helped us align our core values with that of our stakeholders – the UN community.

An Equal Opportunity & Affirmative Action Employer; we foster diversity.

View the full profile