Member Service Advisor I

Full-time - Entry Level

Chadds Ford, PA

About the position

The Member Service Representative at FMFCU is responsible for answering a high volume of calls and assisting members with transactions, questions, and product knowledge. The representative is committed to helping FMFCU members achieve financial success by offering products and services tailored to their needs. This role requires a strong desire to provide excellent customer service and maintain high service standards.

Responsibilities

• Accurately completes routine financial transactions including transfers, loan payments, stop payments, verify funds, address changes, check orders, and maintenance on all types of accounts in accordance with established policy/procedures.
• Responds to general member inquiries.
• Possesses a basic understanding of all functionality of FMFCU remote delivery systems to service more routine member interactions.
• Educates members on the use of self-service technology.
• Maintains high service standards established for the department, including high answer rates, low wait times, low abandonment ratios, and strong member satisfaction scores.
• Thoroughly verifies member identification.
• Evaluates needs of potential members and offers appropriate financial products and services.
• Looks for referral opportunities to internal and external partners, such as eBranch, Wealth Management, Mortgage, insurance, credit card, etc.
• Operates various programs/software to accurately and efficiently assist members.
• Analyzes, researches, and resolves problems and discrepancies related to member accounts to provide first contact resolution.
• Refers problems that are beyond their authority to their supervisor.
• Identifies fraud and prevents future fraud.
• Ensures all credit union members and employee-related business is kept in the strictest of confidence.
• Participates in and supports community events.
• Performs other duties as assigned.
• Adheres to operational controls, including compliance with all required regulations and policies such as the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).

Requirements

• 1 year demonstrated ability to succeed in retail or call center environment required.
• High School Diploma or GED required.
• Previous experience working in a financial institution preferred.
• Strong demonstrated abilities in customer/member service, interpersonal skills, motivation, sales/negotiation, analytical/problem solving, organizational skills, detail orientation, verbal/written communication, and Microsoft Office.
• Ability to work a flexible schedule.
• Must maintain confidentiality.
• Strong listening skills.
• Ability to service members by making them feel welcomed, engaged, and significant with every interaction.

Nice-to-haves

• Secondary language skills desirable.