Part Time Member Service Center Representative Location Germantown, MD : Role: Provide quality member service by telephone, digital channels and electronic means. Responsible for building member relationships, recommending the Credit Union's products and services, providing product/service information, and handling various member transaction requests. Responsible for keeping manager informed of member concerns and recommending solutions that will enhance the quality of our member service. Essential Functions & Responsibilities: E Treats all members in a courteous and professional manner. E Protects the credit union assets and records, as well as the privacy of member information, by following all established procedures. E Provides information to members on all Credit Union services. Answers phone within 3 rings. Engages members via digital channels within 30 seconds. E Educates members to use member number and MATT code. E Actively educates and recommends Credit Union products and services to best meet the financial needs of the member. E Resolves member related issues; will conduct research as needed to provide the appropriate solution. E Processes member transactions by phone, mail, Internet, or fax or any other electronic means. E Advises manager of areas of concern and makes recommendations for changes or corrections. E Follows up with members on wire requests. E Completes online services maintenance requests and secure messages. Follows up when needed if message or request warrants it. E Process bill payment maintenance requests. E Checks the MAFCU mailbox for emails and processes requests and follows up with members, as needed. E Completes escheat calls as needed. E Participates in the Saturday staff rotation in the MSC as needed. N Other duties as assigned Performance Measurements: 1. To provide accurate, courteous, friendly, timely, and professional phone service to all members and potential members. 2. To direct all phone calls to the appropriate person with minimum transfers. 3. To respond to all correspondence within one business day. 4. To process member transactions with zero errors. 5. Remains cognizant of and adheres to Mid-Atlantic Federal Credit Union's policies, procedures, and regulations pertaining to the Bank Secrecy Act. 6. To achieve a Quality Loop score of no less than 6.80. 7. To achieve a handle ratio of at least 95%. Knowledge and Skills: Experience Three years to five years of similar or related experience. Education A high school education or GED. Interpersonal Skills Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication. Other Skills Job is located in a general office environment and accomplished by using a personal computer, telephone, TDD, fax machine, calculator, scanner, encoder, and copier. Mid-Atlantic Federal Credit Union is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristic protected by law. XJ6
