Jobs and Careers

Member Service Representative - Call Center I or II (Depending on Experience)

Colorado Springs, United Statesfull_timeVerifiedPosted 7 Nov 2023

💰 $45,160/yr($41,200/yr – $45,160/yr)

About the role

Company Description

Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We're also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We're a not-for-profit that puts people above profits and actively invests in our community. Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you're interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset.

Job Description

The Member Service Representative I must provide accurate information regarding member inquiries while actively cross-selling and educating members on Credit Union products and services. Outstanding service must be delivered while remaining professional, responsive, and encouraging. In addition the MSR I is responsible for understanding and complying with credit union policies/procedures and industry regulations while seeking to protect the assets of members and the credit union.

Essential Functions

Member Service - the representative must accurately process member requests received through incoming calls. Representatives must provide individual member service at a high-standard professional level while updating the existing database with any changes requested by the member. Members must be verified using Ent?s most current procedures to minimize fraudulent activity. The representative must possess the skill to identify and escalate priority issues to the proper area.
Sales - Accountable for meeting member needs through maintaining a strong knowledge of products and services available to members, regularly providing referrals to such products and services in all areas including, but not limited to lending, investments, electronic banking, wealth management, and business banking.
Knowledge - Maintains knowledge and remains current in the position by taking a proactive approach with participating in on-going training, side by sides, quality control sessions, online BVS courses, and utilizing Outlook and Element on a daily basis resulting in the delivery of world class service to our members.
Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position for Level I

High School Diploma/G.E.D. or equivalent.
6+ months experience in customer service. Pref
Inbound phone experience. Pref
Sales experience. Pref
Previous financial institution experience. Pref

Minimum Formal Qualifications for this Position for Level II

High School Diploma/G.E.D. or equivalent.
1+ years’ combined experience to include inbound phone experience and financial services experience.
Sales experience. Pref

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2+ years of account experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work experience.

Technical or Specialized Knowledge/Skills:

Strong Customer Service focus.
Basic understanding of typical products, offerings, and resources within the banking/credit union environment.
Must have proficient computer skills, including the ability to use Windows, Microsoft Word and Office.
Symitar experience beneficial.
Strong communication skills.
Organizational skills required.
Typing, computer, and ten-key required.

Certifications Required: