Contact Center Member Experience Representative I

Member Experience Representatives (MERs) build relationships and cultivate financial wellness empowering people to focus on what matters. MERs deliver extraordinary service by creating value for Members through recommending appropriate products and services to which will help them make money, save money, save time, and add peace of mind and convenience to their lives.

1. Provide extraordinary member service over the phone by being knowledgeable, engaging with Members, making Members feel valued and consistently applying defined service standards.
2. Listen actively to fully understand and answer Members’ questions/concerns and offer guidance to appropriate products and services. Proactively identify and make appropriate qualified referrals for Members that will help them make money, save money, save time, and/or add convenience and peace of mind. Look for ways to enhance members’ relationships by building trust and confidence.
3. Accurately verify Members to process transactions and requests for information in accordance with the MER 1 responsibilities, including but not limited to account transfers, balance inquiries, loan payments, card services related requests, ordering checks, and online banking password resets.
4. Provide follow up to Members, where needed, in a timely manner.
5. Review all activities for compliance with established policies, procedures, and regulations. Regulations include but are not limited to: Bank Secrecy Act / Anti-Money Laundering / Office of Foreign Assets Control regulations. Participate in annual training as required by the BSA/OFAC Compliance Officer.

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Requirements

• Must have a High School Diploma or equivalent.
• Previous financial industry experience preferred.
• Must be able to learn and apply a variety of software applications.
• High degree of accuracy and attention to detail
• Prior experience in a retail service environment to include cash handling and member service preferred.