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Member Service Associate – Indianapolis, IN
Staff in this position will process applicable transactions and inquiries to fulfill credit union needs that have been conveyed via telephone, mail, email and fax - efficiently, accurately delivering excellent service.
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Responsibilities include but are not limited to:
• Answer member credit union calls promptly and accurately using multiple computer systems to assist credit unions with transactions and/or resolutions to their inquiries in regards to Members United products. Call member credit unions with notifications and verifications on applicable products. Ensure all transactions are processed and completed accurately and timely within the member service standard guidelines.
• Maintain extensive knowledge base of all Correspondent Service and Item Processing products to assist our membership with transactional entries and inquiries, while keeping a broad knowledge of all products and services to assist our membership.
• Continuously improve knowledge level of products, services and processes involved in member transactions and credit union operations through ongoing cross training.
• Provide Level 1 support for applicable cash management tool being utilized by members . This support includes 1St time users, problems connecting, password issues, image retrieval problems, site navigation assistance and site features.
• Work in conjunction with all departments to insure the highest possible service level for members.
• Maintain a working knowledge of Members United's internal Bank Secrecy Policy, procedures and processes (relating to BSA, AML and OFAC) related to my department to ensure that daily operational functions comply with these internal policies, procedures and processes.
• Other duties may be assigned.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
High school diploma or general education degree (GED): or one to three months related experience and/or training; or equivalent combination of education and experience.
Language and Mathematical Skills
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information 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, ration and percent and to draw and interpret bar graphs.
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving a few concrete variables in standardized situations.
Other Skills and Abilities
Excellent telephone etiquette, mathematical, communication and organizational skills. Must be able to maintain a high level of confidentiality. Strong attention to detail.
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