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Member Service Specialist I

Credit Union of Texas Allen, TX Full-Time
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MEMBER SERVICE SPECIALIST (CALL CENTER) - Currently Dallas, Texas but Relocating to Allen in Sept 2019We are team CUTX, and we exist to deliver an unexpected experience. We were chartered in 1931 to serve our communities better than the banks. Our focus is on teaching our members to take control of their finances. To join team CUTX, you must value Caring, Understanding, Teaching and eXceeding expectations at every interaction. We empower our employees to succeed. Most of all, you must be ready to have FUN!Currently, we are seeking a Member Service Specialist (Call Center) who's primary purpose of this employee is to assist CUTX in living out its vision to deliver an unexpected experience. To achieve this goal the employee must provide outstanding service to both internal and external members while answering calls and assisting members with their requests in a high-volume contact center. A key component of this service is to identify the financial needs of the member and recommend an appropriate CUTX solution. This is an ideal position for candidates who thrive on providing exceptional customer service by phone! This position requires ability to work weekdays and Saturdays.Major Duties and Essential FunctionsoDeliver outstanding service to both internal and external members that meets or exceeds our core values:oWe are interested, not interesting. oWe are empowered. oWe have fun.oDeliver outstanding service to both internal and external members that meets or exceeds our creed:oCareoUnderstandoTeachoeXceedoMeet or exceed established sales and service goals.oObtain and communicate effective knowledge of the Credit Union’s products and services.oComplete transactions within members’ accounts while keeping errors to a minimum.oKeep work area neat and clean.oComplete daily assignments.oDemonstrate enthusiastic support of CUTX mission, core values and long-term objectives. Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures.A Service Specialist handles a variety of Contact Center functions. These functions include (but are not limited to):1.Answer general questions relating to CUTX products and services.2.Assist members with their requests such as balance inquiries, account research, product knowledge, etc.3.Resolve member complaints concerning handling of their accounts.4.Educate members about the features and benefits of CUTX products and services.5.Assist members in accessing and understanding mobile features such as Mobile Banking, Online Banking, Remote Check Deposit, ATMs, etc.6.Respond to member requests to update accounts, including address, phone, email changes; adding and removing joint owners and/or beneficiaries; opening or closing additional accounts; ordering debit cards, etc. 7.May perform other duties as directed by the Contact Center Leadership to maintain credit union service and operations.We offer an excellent compensation and benefits package including: medical, dental, and vision insurance; life insurance and AD&D; 401(K); flexible spending and health savings account; and free and discounted credit union services.If interested in applying please visit our website at: [ Link removed ] - Click here to apply to Member Service Specialist I . Please note that all prospective candidates are subject to a credit check. Credit, if established, must be in good standing to be eligible for hire.RequirementsEDUCATION/EXPERIENCE:Education: High school diploma or general education degree (GED); some college preferred. Experience: One to two years of related member services experience in a credit union, other financial institution, or call center preferred. Ability to operate Interactive Intelligence, or other telephone systemAbility to effectively communicate via telephone and e-mail with members and employeesProficient at Microsoft Excel, Word, PowerPoint, and OutlookGood telephone and written communication skills using courtesy and correct grammar Knowledge of credit union policies and proceduresAbility to perform multiple tasks while maintaining a high overall standard of performanceGood judgment and discretion when dealing with sensitive topicsAble to interact with many people and multiple interruptions while staying on taskOffice Machines and Software:Interactive Intelligence phone w/headsetInteractive Intelligence softwarePersonal Computer/PrinterCalculator/Adding MachineFax MachineMicrosoft Outlook E-MailMicrosoft Word, Excel, PowerPoint


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