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Member Service Representative - Call Center

United Nations Federal Credit Union New York Full-Time
5%
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Under general supervision, utilizes the UNFCU sales and service model to provide superior service to UNFCU membership promptly and courteously within established guidelines, most often facilitated through building effective relationships and diligent problem solving, while being responsible for determining members' financial needs and making referrals where necessary.


• Utilize the UNFCU sales and service model to provide a memorable member experience at each and every touch point.
• Utilize the UNFCU sales and service model to deepen connections with members to better understand their needs by asking effective questions and building relationships.
• Utilize the UNFCU sales and service model to become a trusted advisor to members by presenting the features and benefits of UNFCU’s products and services that will best satisfy their current and future needs.
• Utilize UNFCU's service model to achieve departmental, team and individual sales and referrals goals.
• Answer routine telephone calls as well as e-mail inquiries, web chat inquiries and written correspondence for the entire organization. Communicate with both domestic and international members and merchants, and provide appropriate answers or referrals.
• Investigate member account/loan issues, determine action necessary to resolve the issue, and ensure that action is taken in a timely fashion. Follow up to ensure that the issue is corrected, and keep members informed of the status of their issues.
• Review, verify, and process new membership accounts. Accept and review member consumer loan applications and follow up with appropriate action.


TYPE & AMOUNT OF EXPERIENCE:
• High School diploma and 2 years of banking experience in a customer service/call centre function. Prior experience in a sales environment is preferred.

• Fluency in Spanish

TECHNICAL COMPETENCIES:
• Knowledge of regulations pertaining to accounts, services, confidentiality, disclosure requirements and lending is preferred.
• Strong sales background
• Advance PC skills, including Microsoft Office.

BEHAVIORAL COMPETENCIES:
• Ability to organize work and set priorities
• Ability to manage relationships at all levels throughout the organization
• Excellent oral and written communication skills
• Willingness to work evening and overnight shifts, including weekends and overtime.

WORK ENVIRONMENT/CONDITIONS:
• Standard office conditions

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.

 

Recommended skills

Confidentiality
Customer Service
Sales
Finance
Complex Problem Solving
Banking

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Member Service Representative - Call Center
5%
Estimated Salary: $65K
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Job ID: 2019-1244

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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.

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