Answer member inquiries. Assist the Member Service Center Officer and assume work flow supervision in Member Service Center Officer absence. In addition, level II is responsible for opening and closing activities independent of management supervision, ensuring compliance with all security and operational procedures.
Duties and Responsibilities:
Maintain a current in-depth knowledge of credit union services, policies.
Assist the Member Service Center Specialists in answering member telephone inquiries; providing information concerning credit union services and programs. Ability to handle complex member inquiries.
Assist the Member Service Center Officer with operational and administrative duties as assigned.
Cross sell credit union services.
Assist in operational training of Member Service Center staff to include regular call monitoring.
Perform assigned Senior Member Service Center Specialist authority level responsibilities.
Assist in the supervision of telephonic member services.
Perform other duties as assigned. Qualification Requirements:
Education - High school graduate or equivalent.
Creditable Experience in Lieu of Education - Not Applicable
Experience/Skills - Twelve months prior experience in a service related position with this credit union with a performance evaluation as expected and required. Two years related experience with other financial institution or service orientated field acceptable. Must have a pleasant telephone voice; demonstrate a mastery of English speaking, and comprehension skills. Must communicate effectively especially with more complex inquiries. Familiarity with on-line data operations. Basic typing and 10-key touch calculator skills required. Ability to perform multiple functions simultaneously. Capable of working independently and exercising sound judgment as related to primary functions. Requires strong interpersonal skills and leadership abilities.
Tenure - Not Applicable