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Contact Center Member Experience Representative

Company: Kalsee Credit Union
Location: Kalamazoo
Posted on: January 21, 2023

Job Description:

Member Experience Representatives (MERs) build relationships and cultivate financial wellness empowering people to focus on what matters. MERs deliver extraordinary service by creating value for Members through recommending appropriate products and services to which will help them make money, save money, save time, and add peace of mind and convenience to their lives.

1) Provide extraordinary member service by being knowledgeable, engaging with Members, making Members feel valued and consistently applying defined service standards.
2) Listen actively to fully understand and answer Members' questions/concerns, and offer guidance to appropriate products and services. Proactively identify and make appropriate qualified referrals for Members that will help them make money, save money, save time, and/or add convenience and peace of mind. Look for ways to enhance members' relationships by building trust and confidence.
3) Accurately process requests in accordance to the MER 1 responsibilities, including but not limited to, conducting information inquiries, funds transfers, loan payments, processing wires, skip-a-pay requests, ACH disputes, stop payments, card services related requests, ordering checks, etc.
4) Review all activities for compliance with established policies, procedures and regulations. Regulations include but are not limited to: Bank Secrecy Act / Anti-Money Laundering / Office of Foreign Assets Control regulations. Participate in annual training as required by the BSA/OFAC Compliance Officer.
5) Balance assigned cash drawer during and at the end of each work day.
6) Perform miscellaneous duties such as end of day activities, filing, answering phones, maintaining supplies, etc.A. Experience and Education:
1. Must have a High School Diploma or equivalent.
2. Previous financial industry experience preferred.
3. Must be able to learn and apply a variety of software applications.
4. High degree of accuracy and attention to detail
5. Prior experience in a retail service environment to include cash handling and member service preferred.
B. Physical Demands: The physical demands described here are representative of those that much be met by an Employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the Employee is regularly required to stand and talk or hear. The Employee is frequently required to walk. The Employee is occasionally required to sit; reach with hands and arms to stoop, kneel, crouch, or crawl. The Employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include color vision and ability to adjust focus.
C. Work Environment: The work environment characteristics described here are representative of those an Employee while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.PI201485166

Keywords: Kalsee Credit Union, Kalamazoo , Contact Center Member Experience Representative, Other , Kalamazoo, Michigan

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