MEMBER EXPERIENCE REP

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.

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