Contact Center Member Experience Representative
Company: Kalsee Credit Union
Location: Kalamazoo
Posted on: January 21, 2023
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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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