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Member Experience Specialist

Company Name:
McCloskey Partners, LLC
Inspire Federal Credit Union in Bristol, PA is seeking a full-time Member Experience Specialist. This position serves as a liaison between the member and the Credit Union. Responsible for professionally answering incoming calls from members, answering inquiries and questions, handling complaints, troubleshooting problems and providing information. A key component of this service delivery is to identify the financial needs of each member and offer an appropriate Credit Union solution.
Duties and Responsibilities:
o Deliver consistently high quality service to both internal and external members
o Represent the Credit Union to members in a courteous and professional manner and provide prompt, efficient, and accurate service in the processing of transactions.
o Provide, by telephone, general and specific service-related information concerning Credit Union services or policies.
o Perform routine member transactions, including but not limited to check withdrawals, loan payments, transfers, balance inquiries and account history.
o Enter transfer share deposits, loan and credit card payments into in-house computer system.
o Ensure transfers for mortgage, installment and share secured loans equal the amount due and that all late charges, if applicable, are collected.
o Direct members with the forms necessary to transact business at the Credit Union website.
o Cross-sell services offered by the Credit Union.
o Respond to members requests, problems and complaints, and/or direct them to the proper person for specific information and assistance.
o Receive various information pertaining to members accounts and route to the proper department for processing.
o Process stop payments on checking accounts.
o Provide members with account status, including current balances.
o Follow up member calls when necessary.
o Responsible for complying with the Federal laws and regulations set forth by the National Credit Union Administration and other regulatory agencies.
Education/Experience:
o HS Diploma/equivalent; Associates Degree preferred
o 0-2 years experience in customer service or call center environment
o Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.)
o Credit Union/Financial Industry experience a plus
o Excellent communication, organizational and time-management skills

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