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Advancial Federal Credit Union · 1 day ago

Member Service Representative III

Frisco, TX

Full-time

Onsite

Entry, Mid Level

$20/hr - $25/hr

1+ years exp

Advancial Federal Credit Union is one of the oldest credit unions in the country, known for its positive workplace culture and commitment to member service. The Member Service Representative III role involves assisting members with their credit union needs, handling transactions, and providing account information while maximizing service opportunities and maintaining a positive atmosphere.

BankingCredit CardsFinancial Services

Growth Opportunities

Responsibilities

Answer an average of 60-70 telephone calls daily (subject to change dependent on call volume), and process daily transactions (or services) for members such as balance inquiry, transfer of funds, history information, stop payments or photocopy of check(s), etc. This includes research and resolution of member concerns at different levels of complexity. Process close account requests, address changes, request wire transfers, stop payments, and order checks. Post deposits, loan payments and credit card payments. Issue debit cards and troubleshoot on-line banking. Return call back requests, and assist rollover calls from any of the branches. Conduct LexisNexis verifications when needed to verify the identity of a caller. Be a liaison for bill payer support, fraud support, and debit/credit card support. Answer questions related to Skip-A-Payments, and create loan payoff letter for members or third parties

Open new accounts, checking, certificates, money markets, IRA or CD accounts. Verify eligibility for new account and processes through ChexSystems prior to opening new accounts. Work with members of the BSA team for applicants that fail OFAC or ChexSystems

Be very knowledgeable on phone etiquette and speak with a clear, concise voice. Be available to field incoming calls, keep abandoned calls, average hold times, and keep your time off the phone to a minimum

Be well informed of the features and benefits of all credit union products and services to enable effective cross-selling, especially our checking account, and loan products. Also, be familiar with the basics and benefits of mortgage services and investment services in order to refer them to our Advancial Mortgage, and Investment department

Maximizes service opportunities for current and prospective members and enhances communication through the daily use of our customer relationship management (CRM) system. Manages leads and referrals, updates member demographic data and communications with contacts

Qualification

Banking experienceCall center experienceCustomer relationship managementMicrosoft WordMicrosoft ExcelSales goals achievementProblem solvingCommunication skillsPositive attitude

Required

Associates Degree (A.A.) or equivalent from two-year College or technical school; and one year of banking or call center experience or equivalent combination of education and experience

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization

Ability to carry out instructions furnished in written, oral, or diagram form. Ability to solve problems involving several concrete variables in standardized situations

Responsible for achieving personal sales and service goals

Maintain a positive and caring atmosphere for members and employees consistent with the Credit Union's mission and philosophy

Manage a working knowledge of computer equipment and software required including Microsoft Word, Excel, etc

Benefits

Take Time for Life: In addition to 11 company holidays, you start with 3 weeks of vacation, and can recharge at our beautiful vacation homes in Destin, FL, and Breckenridge, CO - free for you and your loved ones (you just pay taxes)

Retire with Confidence: We contribute to your 401k. It's our way of helping you build the future you deserve

Pets Are Family Too: With affordable pet insurance (we even chip in), your furry friends are covered for everything from checkups to surgeries

Invest in Your Future: We'll cover 80% of your tuition costs after one year, so you can continue to grow, learn, and achieve your goals

Life Happens: Our Advancial Life Rewards program reimburses you up to $1,000 each year for unexpected expenses - because we know life doesn't always go according to plan

Company

Advancial Federal Credit Union

With over $2 billion in assets and 85 years of experience, Advancial is a full-service financial institution providing personal, convenient and innovative financial services to individuals and select group partners.

Founded in 1937

Dallas, Texas, USA

201-500 employees