Meritrust Credit Union

Member Support Specialist I

US-KS-Wichita
4 weeks ago
Job ID
2017-2363
# Positions
1
Category
Call Center
Hours
Mon-Fri 8am-6pm & some Sats 9am-12noon
Type
Regular Full-Time
TRIAD
8710 E. 32nd Street North

Overview

The primary function of this position is to deliver high quality service to our members and associates through accurate problem resolution and retention capabilities. This includes identifying members’ needs and offering Meritrust products and services. 

Responsibilities

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

  • Able to perform all Member Support Associates Associate level duties and responsibilities (see job descriptions) plus the following:
  • Take a strong leadership role in the Member Support. Assist in training new and lesser skilled employees. Display positive attitude, influence change and be a strong role model.
  • Actively sells and cross-sells Credit Union products and services to support goals.
  • Provides support and leadership to Meritrust associates through help desk support and guidance on problem resolution.
  • Handles complex or escalated concerns from members or internal partners by successfully navigating and mastering the operating systems, providing seamless delivery of service and problem resolution.
  • Prioritizes work flow and balances conflicting demands of daily responsibility including but not limited to phone, chat, and email service tools.
  • Drives to meet sales and service goals and objectives.
  • Actively promotes and sells payment protection products to Credit Union members. Payment Protection products include Credit Life, Disability, GAP, and Warranty. Additionally, promote investment services
  • Required to lead and follow through on problem solutions. Could include investigation of a wide variety of issues and request that include gathering additional information, setting expectations and working with other lines of business to fulfill request.
  • Check processing & check scanning
  • Adheres to phone schedule and established contact center performance metrics including availability, quality and conversion.
  • Accountable for the accurate resolution of member requests while upholding highest standard of service.
  • Works well in “gray” situations.
  • Responds to member comments and complaints, as needed. Stays calm when dealing with irate members; skillfully diffuses difficult situations.
  • Present a positive, successful image of the credit union through a professional appearance and courteous attitude.
  • Perform other duties as assigned by supervisor

Qualifications

  • Customer Service experience.
  • Advanced knowledge in products and services offered credit union wide.      
  • Excellent ability to navigate multiple applications at one time.
  • Strong focus on the member with the ability to multi task.
  • Sales experience of 1-3 years or more preferred.
  • Knowledge of principles and practices of a financial institution. Previous financial institution experience of 3 years or more preferred, including cash handling and member service.
  • Excellent oral communication skills.
  • Ability to operate applicable PC programs necessary for job function.
  • Leadership and or previous supervisory experience preferred.
  • High School diploma or equivalent

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