United States Senate Federal Credit Union
Member Service Representative - Contact Center
United States Senate Federal Credit Union, Washington, District of Columbia, us, 20022
Member Service Representative - Contact Center
Mission: In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and security into every financial solution. Maintains our members and employees trust by safeguarding their financial data and information. Values and respects everyones abilities, opinions and feedback to achieve trust, safety, and well-being in a friendly, welcoming and cooperative environment. Actively devoted to our motto of 'better together'. Is honest, professional, authentic, and genuine in creating relationships that are uncompromising and true to ethical principles. Generates new ideas, supports change, provides new efficient solutions and solves problems creatively while balancing risk. Job Description: The primary purpose of this position is to assist USSFCU in living out our cultural values of relationship and service focused as we create and maintain authentic and genuine relationships with members and employees. Under general supervision, but in accordance with established policies and procedures, provides quality service to all members via the call center channel with a positive and helpful demeanor. Major Duties & Responsibilities: Represents the Credit Union in a courteous, engaging, professional manner and provides excellent member service to both members and internal teammates. Able to navigate through multiple computer applications and screens, while simultaneously engaging with members either in person or by phone. Conducts consultative interviews and actively listens in order to assess members financial needs. Is accountable to ensure that any exceptions and errors are minimal. Provides accurate information as they assist members with all general inquiries regarding accounts, products and services. Processes member electronic transaction requests such as share to loan payment transfers, check orders, etc. Actively engages and participates in training, coaching sessions, team meetings, group discussions and motivational/ promotional activities with the organization. Works with other team members and departments to provide assistance and resolution to member inquiries. Complies with all applicable Rules, Regulations and Statutes of the NCUA and other appropriate governing bodies. Required Experience: Bachelors degree or High school diploma/equivalent and 1-year general work experience in a call center or customer service-based environment. Skills: Knowledge of PC applications including word and excel are required. Good organizational skills, the ability to multi-task and attention to detail are required. Communication: Requires excellent interpersonal skills, the ability to communicate through multiple channels and the ability to listen to member needs and to advise appropriate Credit Union products and services. Benefits: Health Insurance including Medical, Dental, Prescription, Vision, 401(k) Retirement Plan, Incentive bonus, 12 Holidays, 15 Vacation days, 9.75 Sick days, Flexible Spending Account, Life Insurance, Free parking or Metro Smart Benefits and Tuition reimbursement. Equal Opportunity Employer/Veterans/Disabled: An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.
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Mission: In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and security into every financial solution. Maintains our members and employees trust by safeguarding their financial data and information. Values and respects everyones abilities, opinions and feedback to achieve trust, safety, and well-being in a friendly, welcoming and cooperative environment. Actively devoted to our motto of 'better together'. Is honest, professional, authentic, and genuine in creating relationships that are uncompromising and true to ethical principles. Generates new ideas, supports change, provides new efficient solutions and solves problems creatively while balancing risk. Job Description: The primary purpose of this position is to assist USSFCU in living out our cultural values of relationship and service focused as we create and maintain authentic and genuine relationships with members and employees. Under general supervision, but in accordance with established policies and procedures, provides quality service to all members via the call center channel with a positive and helpful demeanor. Major Duties & Responsibilities: Represents the Credit Union in a courteous, engaging, professional manner and provides excellent member service to both members and internal teammates. Able to navigate through multiple computer applications and screens, while simultaneously engaging with members either in person or by phone. Conducts consultative interviews and actively listens in order to assess members financial needs. Is accountable to ensure that any exceptions and errors are minimal. Provides accurate information as they assist members with all general inquiries regarding accounts, products and services. Processes member electronic transaction requests such as share to loan payment transfers, check orders, etc. Actively engages and participates in training, coaching sessions, team meetings, group discussions and motivational/ promotional activities with the organization. Works with other team members and departments to provide assistance and resolution to member inquiries. Complies with all applicable Rules, Regulations and Statutes of the NCUA and other appropriate governing bodies. Required Experience: Bachelors degree or High school diploma/equivalent and 1-year general work experience in a call center or customer service-based environment. Skills: Knowledge of PC applications including word and excel are required. Good organizational skills, the ability to multi-task and attention to detail are required. Communication: Requires excellent interpersonal skills, the ability to communicate through multiple channels and the ability to listen to member needs and to advise appropriate Credit Union products and services. Benefits: Health Insurance including Medical, Dental, Prescription, Vision, 401(k) Retirement Plan, Incentive bonus, 12 Holidays, 15 Vacation days, 9.75 Sick days, Flexible Spending Account, Life Insurance, Free parking or Metro Smart Benefits and Tuition reimbursement. Equal Opportunity Employer/Veterans/Disabled: An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.
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