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Provide quality Member care by servicing internal and external Members’ needs via telephone, mail, email, and fax through the Member Care Center. Build long-term relationships with internal and external Members. Meet individual assigned referral goals and assist in meeting the goals of the Member Care Call Center, and in turn, the credit union. Partner with our Member service team to meet our Service Objective, “Putting you first by providing solutions to improve your financial life!” as they assist in educating our Members on products and services.
Build long-term relationships with Members utilizing First Source Member Value culture and Universal Behaviors
Provide prompt and accurate technical expertise on systems, products, services, policies and procedures
Research and provide solutions to Member requests, questions, service issues, problems and complaints. Handle all problematic situations that may arise with Member accounts.
Research and provide solutions to a need you may have uncovered through a referral of a product, service or business partner; including but not limited to lending, investments, mortgages, etc.
Support Member service staff on research of Member accounts, procedures, and system functionality, and provide direction on available reference manuals and training aids in accordance with First Source policies and procedures
Provide feedback on trends, escalated Member issues, etc.
Provide financial counseling to Members when necessary
Achieve assigned individual goals, and contribute to team sales goals
Participate in First Source Federal Credit Union events as well as designated community events
Attend or participate in necessary compliance training, including but not limited to Bank Secrecy, OFAC, and Privacy
Attend training sessions as appropriate
Travel as needed
Perform other duties as assigned
High school or equivalent plus 1-3 years’ work experience OR related business degree
Strong communication and interpersonal skills
Attention to detail
Strong computer aptitude
Ability to work flexible hours, including Saturdays as needed
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