• Take member calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied members, offering patient assistance and support Call clients and customers to inform them about the company’s new products, services, and policies.
• Accurately and efficiently process transactions, and efficiently perform service requests.
• Accurately and efficiently navigate through various applications to provide member assistance.
• Guide callers through troubleshooting, navigating the company site or using the products or services.
• Completes and files regulatory reporting requirements.
• Cross-sells various products and services to members.
• Opens various member accounts and assist members in completing and submitting loan applications.
• Conducts group presentations on UH and community college campuses or other locations.
• Performs other duties as assigned.

• Meet strategic objective for service level (NPS).
• Accurately process service requests and transactions.
• Phone calls are answered in a professional and courteous manner and also with a patient and empathetic attitude.
• Maintain efficient call statistic production levels.
• Strong time management and organizational skills
• Able to manage complex or multi-line phone systems efficiently.

Education/Certification:

• High School Diploma or GED is required

Required Knowledge:

• Basic understanding of MS Office Suite is desired

Experience Required:

• One to two years member/customer service experience.
• Experience in public speaking or group settings.

Skills/Abilities:

• Proficient in credit union’s core system
• Excellent customer service & interpersonal skills and mathematical skills
• Able to work in a fast-paced environment; especially where one must frequently convey detailed or important instructions of ideas accurately and efficiently
• Able to handle stressful situations
• Excellent verbal and written communication skills
• Valid driver’s license required and vehicle to drive to campus when scheduled