Member Services Officer I (or II)-Hybrid
Logix Federal Credit Union is a company dedicated to investing in the success of its employees and providing exceptional service to its members. They are seeking a Member Services Officer I who will deliver outstanding service in a contact center environment, effectively addressing member inquiries and concerns. The role emphasizes strong communication skills and adherence to service quality standards while assisting members with various requests.
Responsibilities
- Able to handle routine inquiries (balance transfers, loan payments, address changes, etc.) with minimal assistance
- Achieves established goals for Quality Assurance Monthly Observations (QAMO)
- Directs more complex calls to appropriate personnel as applicable and adheres to the standards of service quality and statistical performance measures during all member interactions
- Exercises strong verbal and written communication skills to respond to basic member inquiries about products, services and Credit Union policies in a professional and personable manner
- Maintains up-to-date knowledge of all federal regulations related to operations
- Participates actively in team meetings
- Must consistently report to work on-time, as scheduled and adhere to established schedule adherence guidelines
- Other duties as assigned
Skills
- Able to handle routine inquiries (balance transfers, loan payments, address changes, etc.) with minimal assistance
- Achieves established goals for Quality Assurance Monthly Observations (QAMO)
- Directs more complex calls to appropriate personnel as applicable and adheres to the standards of service quality and statistical performance measures during all member interactions
- Exercises strong verbal and written communication skills to respond to basic member inquiries about products, services and Credit Union policies in a professional and personable manner
- Maintains up-to-date knowledge of all federal regulations related to operations
- Participates actively in team meetings
- Must consistently report to work on-time, as scheduled and adhere to established schedule adherence guidelines
- Bachelor's Degree (4 years) a plus
- Minimum 1 year of retail customer service experience
- Ability to read and comprehend simple instructions, short correspondence, and memos
- Ability to write simple correspondence
- Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
- Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
- Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions
- Ability to deal with problems involving a few concrete variables in standardized situations
- A working knowledge of the Microsoft office suite of products including the ability to use internet browser software
- A demonstrated aptitude for learning new systems, skills & processes
- A proven ability to work in a fast paced, deadline driven environment
- The ability to multi-task with an attention to detail
- Excellent verbal & written communication skills
- Superior customer service skills
- Experience in trouble shooting basic smartphone and web browser issues preferred
Company Overview