Member Service Advisor I

Achieva Credit Union•Dunedin, FL

13d•Hybrid

About The Position

The Member Service Advisor I dominates in service by maintaining a working knowledge of all products, services, organizational policies, and procedures. The role provides a high-level of quality service while cross-selling Credit Union products and services. This position performs a varied of sales and service functions via telephone, email, and live chat in a call center environment. The MSA I maintains compliance with regulatory standards and will work weekend, holiday and non-traditional hours as required.

Requirements

High school diploma, GED or equivalent.
1-2 years’ financial institution experience.
1-2 years’ call center experience.
1-2 years’ sales experience.
Exceptional oral and written communication skills.
Demonstrated ability to work independently, meeting performance, efficiency and quality expectations.
Basic to advanced Windows based PC computer skills, with proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
Proven sales and customer service skills.
Proactive, creative thinker with strong problem-solving skills.
Ability to make independent judgements and decisions.
Ability to maintain a high level of confidentiality in all matters, at all times.
Ability to maintain composure under pressure and balance multiple projects simultaneously.
Initiative-taker with ability to work independently, multi-task, prioritize and follow through with minimum supervision.
Must be a team player with the willingness to collaborate with and assist others.
Willingness to take the initiative to get things done.
Extreme attention to detail and precision work.
Good organization skills – accurate and thorough in all work.
Ability to maintain a professional work ethics and demeanor.
Data entry skills of 30-45 WPM and 10-key calculator abilities.

Nice To Haves

QA evaluation score of 95% or above during the previous 6-months preferred.

Responsibilities

Member Service & Relationship Management Provide one call resolution through prompt, friendly and accurate service and by learning the member’s needs.
Demonstrate understanding of what value our product has for the member and know how to promote Credit Union product’s features and benefits for each member, thereby improving our member’s financial life.
Communicate professionally and efficiently with all departments promoting synergy and via all interaction channels, phone, chat, email, etc.
Maintain member confidentiality in all aspects of providing services to members.
Uphold department standards of service.
Issue Resolution & Problem Solving Resolve product or service issues by clarifying the member’s concern, determining the cause, selecting and explaining the best solution to solve the issue, expediting correction and following up to ensure resolution.
Process fraud/dispute processes for debit/credit card transactions.
Mitigate fraud risk by demonstrating skill in accurate authentication and ability to recognize high-risk callers.
Account & Technical Support Perform member account maintenance as required, including IRAs and lending maintenance.
Maintain member records by updating account information and performing research as needed. Research includes knowledge of various reports and how to access them.
Provide 1st tier technical support of Achieva’s electronic services, including but not limited to, online banking, mobile banking, mobile deposits and all types of electronic payments and money movement.
Conduct product and system testing as required.
Process Keystone and Quick Pay transactions.
Professional Standards & Compliance Maintain high level of procedural knowledge while participating in continuing education classes and shadowing other departments.
Meet productivity and quality goals.
Maintain good standing with regular attendance.
Organizational Engagement Represent the credit union with professionalism and courtesy in all interactions.
Uphold the highest ethical standards in all interactions and responsibilities.
Represent and uphold the Achieva Brand Frame.
Support leadership initiatives that position the credit union as a top employer.
Participate in annual training or as required by BSA and the Privacy Act.
Perform other essential functions as needed or assigned.
Travel may be required on occasion.
Work flexible hours including evenings, weekends or holidays as needed to meet member and business demands.