Member Service Specialist

General Electric Credit Union•Blue Ash, OH

About The Position

General Electric Credit Union is a not-for-profit, member-owned full service financial institution headquartered in Cincinnati with branches in Ohio and Kentucky. At GECU, we pride ourselves on maintaining quality service, being an employee-friendly workplace, and developing our team members while teaching you the skills to lead you to career advancement opportunities. Overview: The Member Service Representative serves as the primary point of contact for members, handling a variety of inquiries and transactions via inbound calls. This role is crucial for maintaining high levels of member satisfaction as the Member Service Representative provides essential support and solutions to members’ general financial questions and concerns. As an MSR IV, this person will be receiving additional specialized training for select areas to become a subject matter expert within several roles within Member Support, including but not limited to loan servicing, digital support, and card services.

Requirements

HS diploma or GED required
Minimum six months of experience in customer service required
Ability to learn and maintain proficiency in multiple computer systems including Microsoft Office products and Credit Union systems
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
Proficient verbal and written communication skills to interact with both members and internal team members in a professional manner

Nice To Haves

Prior call center experience preferred
Prior experience in a financial institution or related field preferred

Responsibilities

Assist with inbound member telephone, chat, and email inquiries, striving for first contact resolution in a timely and efficient manner
Resolve issues and assist members with general inquiries including, but not limited to:
As a loan servicing specialist, assist members with specific inquiries including:
Collaborate with internal team members through virtual channels to resolve inquiries and issues as necessary
Convey member feedback through appropriate channels to be evaluated and addressed
First point of contact for any escalated issue involving specialty area, which may include loan servicing, digital support, or card servicing.
Act as tier-2 support for respective specialty
Work as liaison between Member Support and respective business partners as needed
Thorough understanding of GECU products and services
Train new team members in respective specialty position
Additional levels of authority in performing support functions