Member Assistance Center Representative

Role:
To assist members and potential members with their telephone, video, email, and chat requests; explains services, responds to problems, and directs phone calls to the appropriate area.

Essential Functions & Responsibilities:

• Assists members and potential members with their telephone, email, video, chat, and online banking requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.
• Identifies cross-sell opportunities and cross-sells services to members.
• Performs department side duties as assigned.
• Ensures the appropriate records are maintained and required reports are prepared.
• Assists other departments as needed.
• Maintains member account information on computer system.
• Performs other job-related duties required or assigned.

Performance Measurements:
1. Provide informed, prompt, professional and accurate service and support to all members and associates by answering the telephone within 3 rings and returning messages within 180 minutes.
2. Direct all telephone calls to the appropriate person with minimum transfers.
3. Process member transactions with zero unresolved errors.
4. Successfully recommend a new product or service to members you work with.
5. Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
6. Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.

This Job Description is not a complete statement of all duties and responsibilities comprising the position