The Member Services Specialist - Service is responsible for delivering a world class experience to our members through multiple mediums including incoming and outbound phone calls, chat services, and emails. The MSS - Service follows required policies and procedures to ensure that member inquiries are resolved while proactively seeking additional business from our members.

Key Responsibilities:

• Adheres to the FHCU Service Standards as established.
• Responsible for handling all incoming calls while adhering to Leadership defined metrics.
• Follows authentication procedures as required to verify and establish confirmation of members' identity during all phone calls.
• Responsible for executing the following tasks on behalf of members: all financial and non-financial transactions, account research, subaccount openings/closings, check withdrawals, transfers, account updates, stop payments, check orders, general inquiries, and all other credit union related functions.
• Engages members in dialogue to obtain information regarding their financial needs and recommends the appropriate product or service based on those needs.
• Participates in available credit union self-development education programs and required compliance courses through self-study and the credit union's training department.
• Performs other duties as assigned.

Qualification Requirements

Technology:

• Employees are required to use the Microsoft Authenticator app on their personal cell phone to securely authenticate Outlook and other company systems; the app does not access personal data that exists on the mobile device.

Education:

• High School Diploma or GED
• Associate's degree preferred

Experience:

• At least one (1) year experience in a call center role, preferably at a financial institution
• One (1) or more years of experience in a customer service role at a financial institution
• Prior sales experience, preferred

Skills & Competencies:

• Knowledge of credit union services, policies, procedures and banking regulations
• Proficient in Microsoft Office Suite and using the internet
• Excellent communication and interpersonal skills
• Excellent customer service skills
• Ability to multitask and work in a fast paced environment
• Exhibits professionalism and remains poised during interactions with others that may involve escalated emotions

Salary:

• The base pay for this position is $21/hr. A $.50 premium may be added if the applicant is able to demonstrate a proficiency in both English & Spanish (oral & written). 

Benefits:

We offer a range of benefits and perks based on eligibility. These benefits include:

• Health, Dental, and Vision Insurance
• Company Paid Short Term (STD) & Long Term Disability (LTD)
• Company Paid Employee Basic Term Life Insurance
• Voluntary Term Life Insurance for Spouse & Child(ren)
• Critical Illness, Accident, and Hospital Indemnity Insurance
• Health Care Flexible Spending Account (FSA)/ Health Savings Account (HAS): Pre-taxed funds available to pay for some health-related expenses
• Tuition Reimbursement
• Employee Discount on Loans, Travel, Tickets, and More!
• 401k Match of up to 5% + A Free Annual Retirement Planning Session
• 11 Paid Company Holidays
• Up to 8 paid hours for community volunteerism
• Full time employees accrue 40 hours of sick, 10 days of PTO, & 1 personal holiday annually. PTO increases to 15 days after the 1st completed year!

Physical Requirements:

The physical demands require a person to remain seated for up to ten (10) hours per day and perform repetitive hand movements on a keyboard.

Americans with Disabilities Act (ADA):

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job duties of the position. If you need to request and accommodation please contact Human Resources at 856-232-9000 ext. 5104 or via email to HR@firstharvestcu.com.

First Harvest Credit Union is an Equal Opportunity Employer/Veterans/Disabled