Member Service Center Representative

Santa Rosa, California 95407

Post Date: 05/31/2018 Job ID: 29550 Industry: Other Area(s)

JOB TITLE
Member Service Center Representative

SUMMARY
Performs routine and specialized telephone requests and back office work associated with the Member  Service Center in processing Member transactions.

FUNCTIONS


Service 40%
· Answer the telephone within established performance and service guidelines.
· Complete phone transactions accurately and efficiently.
· Disseminate and provide education of lending and  membership information to
callers.
· Ensure problem ownership in an effort to protect the Member experience by researching  Member problems, complaints and questions. Responding with thorough, and accurate  information through oral and/ or written communication, or by directing them to the  appropriate department or person for assistance
· Provide basic level technical support of our online and Mobile banking platforms

Sales & Efficiency 40%
· Attain individual and departmental goals and objectives as established in the  performance  standards.
· Cross-sells client products and services.
· Demonstrate efficiency by maintaining professional control of member conversation, and follow  accurate procedures.


Support 10%
· Post and balance daily work and maintain proper documentation.
· Utilize online manuals and knowledge repository as a resource
· Complete departmental and back-office tasks as assigned including typing routine letters and/or  documents.
· Compile data and complete work related to departmental reports.
· Maintain files, post records, make and check routine calculations
· Perform all functions in a security conscientious manner.

Non-Essential Functions 10%
· Attend department meetings and contribute information as is appropriate.
* Grade change as of 3/1/15
· Perform other related duties as may be required.

MINIMUM QUALIFICATIONS:
Knowledge, Skills and Abilities
· Knowledge of modern office methods, practices and procedures.
· Skilled in operations of personal computer with Internet and Intranet access in a Windows  environment.
· Demonstrated Member service skills.
· Ability to cross-sell products and services to meet Member needs.
· Ability to make mathematical computations.
· Ability to type 40 words per minute.
· Ability to communicate effectively both verbally and in writing.
· Ability to establish and maintain effective working relationships with a diverse group of people.
· Ability to work a rotating schedule which will include working on rotating Saturdays.
 

EDUCATION/EXPERIENCE
A combination of education and experience equivalent to a high school diploma or closely related  field and two years call center, retail or clerical experience in a customer service environment.
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