Member Service Specialist I

Job Overview:

The Member Service Center Specialist answers inbound calls from both members and potential members who have requests regarding their existing account(s) with Partners Federal Credit Union or about potential new accounts. Provides world class member service and uses consultative sales techniques to offer additional products/services. Uses multiple computer programs to view account information, perform transactions, and document changes to the member's account. Requires a service focus on every member interaction with the goal of providing an extraordinary member experience and member loyalty

Responsibilities :

• Handle inbound telephone calls and provide world class member service:

• Responsible for achieving and adhering to all contact center performance standards, goals, and objectives.

• Offers additional products and services to meet the member's needs while providing reasonable solutions and options that will enhance their financial situation.

• Follows proper Partners Federal Credit Union processes and procedures when assisting members.

• Responds to member needs. 

Basic Qualifications :

• Must be able to work Hybrid schedule

• Typing proficiency. Ability to talk and type simultaneously

• Troubleshoot common computer/device issues on widely used operating systems, browsers, and platforms

• Familiarity and comfort level working with new and emerging technology

• Excellent customer service skills

• Demonstrated verbal and written communication skills; including telephone etiquette skills

• Demonstrated teamwork skills

• Demonstrated problem solving and decision making skills

• Demonstrated ability to manage conflict resolution

• Easily adapts to change; flexible

• Manages time well; organized

• Ability to use juggle multiple related software applications including Microsoft Outlook

• Demonstrated knowledge of mobile and online banking systems and features

Preferred Qualifications:

• Financial services or banking or credit union experience preferred

• Call center experience preferred

Required Education:

High School or GED required

Additional Information:

Availability must fall within the Member Service Center's operational hours (Monday - Friday from 7:00 am - 10:00 pm EST and Saturdays from 8:00 am - 5:00 pm EST).
 
Full-Time candidates must have availability to work 40 hours per week.

This role is considered hybrid, which means the employee will work a portion of their time on-site from a Company designated location in Orlando FL and the remainder of their time remotely.