Member Communication Representative

About the Role

The Member Communication Representative serves as the primary point of contact for members of the credit union by handling a variety of inquiries and transactions via inbound emails and chats. This role maintains high levels of member satisfaction by providing essential support and solutions to members’ general financial questions and concerns.

Key Responsibilities

• Respond to member emails and chats by preparing personalized and professional written responses, striving for first contact resolution in a timely and efficient manner.
• Resolve issues and assist members with inquiries including, but not limited to:
• General account questions
• Online banking support
• Credit and debit card inquiries
• Transactions including loan payments and internal transfers
• Educate and assist members with other credit union products and services
• Recommend products and services to enhance members’ financial lives
• Collaborate with internal team members and utilize provided resources to resolve member inquiries and issues.
• Convey member feedback through appropriate channels to be evaluated and addressed.
• Perform other duties to support the Contact Center as necessary.

Requirements & Tech Stack

• High school diploma or GED required.
• Minimum six months of experience in customer service required.
• Prior experience as an email/chat representative or similar role with an emphasis on written communication preferred.
• Prior experience in a financial institution or related field preferred.

Qualifications

• Good written communication skills needed to interact with both members and internal team members in a professional manner.
• Effective at working in a fast-paced environment with the ability to multi-task.
• Interpersonal and customer service skills to provide an exceptional member experience.