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Member Support Specialist
Position Summary:
The Member Support Specialist (MSS) at Labor Credit Union serves as one of the first points of contact for members, delivering exceptional service through phone, email, and other digital communication channels. This role is essential in assisting members with account inquiries, resolving issues, promoting credit union products, and ensuring a positive member experience from onboarding onward.
The MSS also contributes to member growth by cultivating business relationships, engaging potential members, and embodying Labor CU's core values: Bold & Innovative, Convenient, Inclusive, Leadership, and Financial Stability. By demonstrating these principles, the MSS helps drive both member satisfaction and organizational success.
Primary Duties & Responsibilities:
Member Support
- Respond to member inquiries promptly and professionally via phone, email, chat, or secure messaging.
- Assist members with account information and transaction details.
- Resolve member concerns efficiently, escalating complex issues when necessary.
Transaction Assistance
- Process transfers, payments, and account updates accurately.
- Provide guidance on digital services such as online banking, mobile apps, and bill pay systems.
- Troubleshoot technical issues related to digital banking platforms.
Sales and Service
- Identify member needs and recommend or refer credit union products and services.
- Educate members on the benefits of offerings, including loans, credit cards, and savings options.
- Meet individual and team performance goals, including service quality and sales targets.
Compliance and Security
- Verify member identities and maintain strict confidentiality of all information.
- Adhere to credit union policies, procedures, and regulatory requirements.
- Monitor for and report suspicious activity in accordance with fraud prevention guidelines.
Documentation and Follow-Up
- Accurately document all member interactions, transactions, and resolutions.
- Follow up on inquiries to ensure timely and satisfactory resolution.
- Provide constructive feedback to management on recurring issues and opportunities for process improvement.
Team Collaboration
- Actively participate in meetings and training sessions to stay updated on products, services, and procedures.
- Collaborate across departments to enhance member experience and resolve issues efficiently.
- Communicate effectively and respectfully between departments.
7. Performs other duties as assigned.
Position Requirements:
- High school diploma or equivalent (required); some college coursework or a degree (preferred).
- Minimum of 1–2 years of experience in customer service, preferably within a financial institution or call center.
- Certified Financial Counselor (CCUFC) certification preferred.
- Strong verbal and written communication skills.
- Excellent problem-solving and decision-making abilities.
- Proficient in call center software, banking systems, and Microsoft Office Suite.
Work Environment:
- Must have a reliable high-speed internet connection and a quiet, secure workspace for remote work.
- Flexibility in hours may be required, including evenings or weekends, based on member needs.
- Must be able to sit for extended periods while working on a computer and phone or headset.
- Occasionally required to lift/move items up to 10 lbs. (e.g., office supplies or equipment).
- Remote role. Occasional travel to on-site locations may be required.
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