MEMBER SUPPORT SPECIALIST I

Carolinas Telco Federal Credit Union - Charlotte, NC

Full-time - Entry Level

Charlotte, NC

Credit Intermediation and Related Activities

About the position

The Member Support Specialist I at Carolinas Telco Federal Credit Union is responsible for providing exceptional service to members through various communication channels, including phone, email, and cobrowsing. This role involves processing transactions, educating members about products and services, and contributing to the financial growth of the credit union. The specialist will work independently to meet production standards and resolve member concerns while maintaining a positive and professional demeanor.

Responsibilities

• Achieve production standards measured through handle time, number of calls, abandonment rate, cobrowse engagements, loan referrals, and quality audits.
• Work independently to prioritize and complete daily assignments in support of Credit Union goals.
• Offer solutions to resolve member concerns and needs while maintaining positive problem-solving skills.
• Uncover additional services that benefit members' relationships and cross-sell products and services.
• Upgrade phone calls to cobrowsing to assist members more effectively.
• Maintain accurate notations on all communications with members and ensure member accounts are properly addressed.
• Stay well-versed on CTFCU procedures and policies by participating in continuing education programs.
• Comply with all federal, state, and organizational policies, procedures, and processes.

Requirements

• High school diploma or equivalent; Associate's degree in banking or finance is a plus.
• One or more years' experience in sales, cross-selling, or customer service, preferably in banking or the financial industry.
• Experience with the daily use of multiple systems.
• Strong verbal and written communication skills.
• Ability to adapt to and discuss complex digital tools and technologies.
• Goal-driven and an overachiever.