Member Service Representative

About the Role: The Member Service Representative plays a crucial role in delivering exceptional customer service to members by addressing their inquiries, resolving issues, and providing accurate information about products and services. This position serves as the primary point of contact for members, ensuring their needs are met promptly and professionally to foster long-term relationships and member satisfaction. The role requires effective communication and problem-solving skills to handle a variety of member requests, including account management, transaction processing, and service guidance. The Member Service Representative collaborates with internal teams to escalate and resolve complex issues, contributing to continuous improvement in service delivery. Ultimately, this position supports the organization's mission by enhancing the overall member experience and promoting member loyalty in the Bay City, MI community. Preferred Qualifications: High school diploma or equivalent. Previous experience in customer service or a related field. Basic computer proficiency Strong verbal and written communication skills. Ability to handle multiple tasks and maintain attention to detail in a fast-paced environment. Experience working in a financial institution or credit union environment. Knowledge of banking products, services, and regulatory requirements. Responsibilities: Respond promptly and courteously to member inquiries via phone, email, and in-person interactions. Assist members with account transactions, including deposits, withdrawals, and loan payments. Provide detailed information about products, services, and policies to help members make informed decisions. Identify and resolve member concerns or complaints efficiently, escalating issues when necessary. Maintain accurate records of member interactions and transactions in compliance with company policies. Collaborate with other departments to ensure seamless service delivery and problem resolution. Promote additional products and services that meet members’ needs while adhering to ethical sales practices. Stay informed about changes in policies, procedures, and regulations affecting member services. Skills: The required skills enable the Member Service Representative to effectively communicate with members, understand their needs, and provide accurate information, ensuring a positive service experience. Strong problem-solving abilities are essential for addressing member concerns and finding timely resolutions. Computer proficiency supports efficient transaction processing and accurate record-keeping, which are critical for compliance and operational accuracy. Preferred skills such as knowledge of financial products.