Member Service Officer

Global Credit Union is seeking a Member Service Officer to provide assistance across all Member Service Center queues. This role focuses on delivering professional member service, supporting new hires, and contributing to the growth of the credit union by achieving individual and business line goals.

Responsibilities

• Support all queues and contact channels in the Member Service Center; queue support includes resolving member interactions, escalations and supporting more technical and complex requests
• Maintain knowledge of credit union services, related policies and procedures, and Member Service Center business unit functions
• Responsible for providing prompt, professional, knowledgeable, and courteous member service
• Actively participate in the Nesting Program by supporting new hires during their transition from classroom training to the production environment from day 15 to day 90
• Deliver real-time quality support to specialists throughout their nesting period, addressing member escalations as well as misdirected and mishandled calls
• Lead member recovery support activities in relation to complaint management processes
• Provides ongoing coaching and support to contact center employees to reinforce training concepts and address areas of improvement
• Provide recommendations for MSC and organizational enhancements with consideration for the member and employee experience
• Hold an active role in supporting the introduction and integration of new call center disciplines, embracing innovative approaches to enhance department effectiveness and service quality
• Perform other duties as assigned

Skills

• High school graduate or equivalent
• Passion for helping people and the drive to build relationships that assist members meet financial goals
• Strong communication and personnel management skills
• Ability to effectively ask open-ended questions, problem solve and provide solutions

Benefits

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays

Company Overview