Member Care Specialist

Member Care Center

Position Summary:

The Member Care Specialist provides personalized service to members, advising on company products and services to meet financial goals. This role involves assisting members through various channels to attract, deepen, and retain relationships, focusing on a positive member experience.

Essential Duties and Responsibilities:

• Provide personalized service to members with a wide variety of services.
• Advise members on how to utilize company products and services to meet personal financial goals.
• Strive to achieve various service level agreements, including response time, call time, and wait time through various member channels.
• Ensure adherence to risk and compliance expectations.
• Assist members through various channels (phone, email, web, fax) to attract, deepen, and retain member relationships
• Make recommendations for additional products and services to deepen member relationships.
• Participate in and be held accountable for the attainment of individual and department/organizational goals. 
• Contribute to sales referral production.

Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.   

Please note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Due to the responsibilities and requirements of this position, remote work (telecommuting), including hybrid schedules, is not supported. This role requires 100 percent on-site presence. Duties, responsibilities and activities may change at any time with or without notice.  

Minimum Qualifications:

• Minimum one year of customer service and sales experience, required.
• Prior banking or financial services experience, preferred.
• Prior experience in a high-volume call center, preferred
• A high school degree or equivalent.
• This position is 100% on-site, must be able to participate in Saturday rotation schedule as assigned.
• Ability to provide a high level of superior service for our members by listening and taking action on their initial request.
• Broad knowledge of, and practical experience with, financial institution operating areas, functions, products and services and the laws and regulations that apply to the credit union.
• Demonstrated experience in consultative selling techniques.
• Demonstrates the ability to achieve results related to service level agreements, sales, and operations.
• Demonstrates the ability to advise, provide member services, and achieve relationship sales objectives by anticipating and understanding member’s needs and recommending products that will benefit them.
• Detailed oriented, excellent organization, verbal, and written communication skills. 
• This position requires that you obtain, and maintain, a National Mortgage Licensing System (NMLS) number as required by SAFE Act.
• Verifiable job history showing stability, consistency, dependability, and accountability.

Do you want to be valued as an employee?  

Employees are Meriwest’s most valuable resource. We are committed to removing barriers to access and enhancing opportunities for all individuals based on merit and potential. We provide competitive wages and a supportive environment that promotes career advancement. Meriwest utilizes a grading system to determine salary ranges for all positions.  Each grade is assigned a salary range which consists of a minimum, midpoint, and maximum rate. The Member Care Specialist position is a Grade 6. 

• Target Range: $24.99 to $31.24*

*The target range for entry in a new position is between the minimum and midpoint of the range, depending on experience and qualifications.

We also offer an excellent, fully comprehensive benefits program, including:    

• Medical/Dental/Vision on the first day of employment for full-time employees   
• Free Long Term Care Insurance for employees   
• Tuition Reimbursement/Student Loan Repayment Plan   
• Pension Plan/401K   
• Bonus and incentive potential   
• Generous Paid Time Off (PTO)/Holiday program   
• Career growth support and planning programs   
• In-house fitness center   
• Discounts on new Mortgage after 6 months of employment    

Meriwest is an equal opportunity employer that is committed to inclusion and diversity. All qualified applicants will receive consideration for employment. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.