MEMBER SUPPORT SPECIALIST I

POSITION DESCRIPTION:

MEMBER SUPPORT SPECIALIST

Department:      MEMBER SUPPORT

Classification:    Non-Exempt 

Reports to:          VP OF MEMBER SUPPORT AND E-BRANCH MANAGER

GENERAL DESCRIPTION: 

As a Member Support Specialist, you will use your persuasive personality to make a positive impact on our members via phone, email and or cobrowsing. You will perform an extensive range of banking center activities, including but not limited to processing transactions, initiating disputes, act as an advisor to our members by educating them on the products and services available to fit their needs while contributing to the financial growth of the credit union. 

ESSENTIAL FUNCTIONS: 

Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed, and are subject to change:

1. Achieving production standards (measured through handle time, number of calls, abandonment rate, cobrowse engagements, loan referrals, and quality audits.
2. Working independently prioritizing work to accurately complete daily assignments in support of the Credit Union goals
3. Offer solutions to resolve member concerns/needs while maintaining positive problem-solving skills
4. Uncover additional services that a member’s relationship will benefit from; cross sell these products and services
5. Upgrade phone calls to cobrowsing to assist member’s more effectively
6. Maintain accurate notations on all communications with our members, reviewing assignments, and ensuring member accounts are properly addressed.
7. Staying well versed on CTFCU procedures and policies by participating in continuing education programs; protecting our members by ensuring confidentiality, safety, and security of information
8. Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC)

To be successful in this role, you will be:

1. Highly energetic, multi-tasker and strong verbal/written communication skills
2. Ability to adapt to & discuss complex digital tools and technologies 
3. Goal driven, over achiever

1. Demonstrate results within the MSS scorecard, consisting of operational efficiency, interaction quality, leads and referrals, engagements, implementing core values, NetPromoter surveys, etc.)
2. Exhibits ongoing commitment to achieve and demonstrate our organizational core values

QUALIFICATIONS

1. High school diploma or equivalent; Associate’s degree in banking or finance a plus
2. One or more years’ experience in sales, cross selling, customer service; preferable in banking or other financial industry
3. Experience with the daily use of multiple systems 

DISCLAIMER AND ACKNOWLEDGEMENT

Position descriptions possess the essential functions and basic duties of the role.   Peripheral tasks may have been excluded.   Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements contained above be interpreted as all inclusive.  Additional functions and requirements may be assigned by supervisors as deemed appropriate.  

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.   Position descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer.   Employees can be terminated for any reason not prohibited by law.

I have received a copy of the above position description and understand the role’s expectations for performance. I understand that should I have questions or need additional directions, it is my responsibility to seek clarification and/or assistance from my direct supervisor. 

Employee Signature: __________________________________________ Date: _________________

Supervisor Signature: __________________________________________ (Witness)