Member Care Representative

Vantage Credit Union is a financial institution seeking a Member Care Representative to provide excellent service to its members. The role involves answering calls, responding to live chats and emails, resolving complaints, and training new representatives while meeting sales targets.ResponsibilitiesResponsible for answering incoming calls while maintaining excellent member service. Responsible for verifying the members identity, determining the needs of the member and, resolves members concern without transferring the member when appropriateResponsible for responding professionally to live chat conversations and email requests while providing excellent member serviceIdentifies referral options for loans and deposit services, by staying abreast on products and services, and meet sales targetsResearches and resolves complaints to ensure member retention and satisfactionExercise tact, judgment, and initiative in working with members and team membersAs assigned by the Member Care Manager, Assistant Member Care Manager(s), and/or Member Care Coordinator(s), responsible for the training and development of Member Care representatives. Review and make recommendations to update procedures as neededWhen appropriate, takes advantage of cross-sell opportunities and provides members with solutions to financial issuesEncourage all potential members to join the credit union by thoroughly explaining our services and offering to provide informationMeet or exceed individual and team productivity and quality standardsPerform other individual and/or team tasks as assigned by the Member Care Manager(s), Member Care Assistant Manager(s), and/or Member Care Coordinator(s)SkillsAbove average written and oral communication skills; can comfortably handle with people at all levels; a good listener who is empathic with board, staff and member needs; good math aptitudeMeet simultaneous deadlines, and effectively organize and prioritize work while working under pressureSensitive to executive etiquette and protocol; able to recognize and handle with different personalities; a high degree of poise and tact to represent the credit union positivelyA positive individual who is team-oriented; able to see the steps necessary to get things done; receptive to learning new tasks; meet deadlines and is willing to take responsibility for own actionsOrganize and prioritize work with little direction. Must be proficient with various computer software programs and experienced with operating automated and standard office equipmentIntegrity and high moral responsibilityAnalytical ability, with the incisiveness to ask discerning questionsPossess the ability to evaluate each situation as its own and think outside the box for solutionsWorks well with management and staff to build positive working relationships and achieve group cohesiveness and objectivesWilling to put in the time necessary to get the job done. Be flexible and have a strong ability to adapt to changing situationsThe Member Care Representative should possess a high school diploma or equivalent, associate degree in a business-related field or its equivalent of one to two years of customer service experience is desired, supplemented by general business courses in a continuing education settingLending or credit experience is desirable but not required. Education and experience may be substitutedOccasionally remaining in a stationary position which may be standing or sitting for a prolonged period of timeOccasional travel or moving from one office location to another or from one department to another at the headquarters buildingOccasional lifting, moving, or adjusting objects up to 20 poundsConstant communication with others through various channels including verbal, email, and chat of which the last two may require consistent use of a keyboard and mouse or another electronic deviceWork will be in a commercially reasonable temperature-controlled environmentOccasional temporary exterior site review which could be in outdoor elements of wind, rain, or snowCompany OverviewVantage Credit Union is a leading, full-service financial institution. It was founded in 1957, and is headquartered in Bridgeton, Missouri, USA, with a workforce of 201-500 employees. Its website is https://vcu.com/.



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