Member Care Associate

• Answer inbound calls, completes requested inquiries and transactions in an accurate and timely manner.
• Understands and adheres to caller verification procedures.
• Efficiently navigate multiple platforms via internet browsers and other software.
• Maintains current knowledge of the credit unions products, services, promotions, mailings, procedures, policies and federal regulations.
• Maintains knowledge of the requirements for membership and documents required to open an account with the credit union.
• Practices effective customer service skills providing the member with a positive interaction and experience on every call.
• Manages calls to diffuse and resolve escalated issues by seeking assistance from supervisor or manager as needed.
• Determines through listening skills, any products, services and conveniences that would benefit the members financial needs.
• Other projects and responsibilities may be added at the manager’s discretion.

• Must have a high school diploma or GED.
• Must have at least one to three years of experience in a related Call Center field, and/or two to three years of Customer Service experience in a call center environment.
• Collections experience, preferred.
• Bilingual in Spanish, preferred.
• Thorough knowledge of automated call distribution systems, Credit Union’s online products, processes, and policies.
• Strong knowledge of applicable Federal and State laws pertaining to consumer lending to include Dodd Frank/Truth in Lending Act, FNMA and Freddie MAC guidelines and requirements.
• Registered Mortgage Loan Originator with the Nationwide Mortgage Licensing System (NMLS) or obtain within 120 days from date of hire, promotion, and/or transfer.
• Thorough knowledge of mobile and Internet banking solutions to include browser settings and smart phone/tablet applications.
• Ability to make decisions which impact on the department’s credibility, operations, and/or services.
• Strong attention to detail and ability to maintain accuracy in processing transactions and detecting discrepancies.
• Strong mathematical skills to include accurately adding, subtracting, multiplying, dividing; and to record, balance, and/or check account results for accuracy.
• Excellent interpersonal and communication skills in English and Spanish (both written and oral) when working with members or co-workers on accounts or other Credit Union service inquiries or information.
• Strong computer and keyboard skills which includes MS Word and Excel, ten-key number pad or calculator by touch, and exposure to online account applications and/or web-based tools.
• Demonstrates sound judgment in decisions regarding transaction approvals and member problem resolutions.
• This position demands a good degree of literacy, credibility and excellent telephone and customer service skills.
• A collections background would be advantageous.
• The ideal candidate will require relevant experience and have excellent inter-personal communication skills and confidence in dealing with difficult situations.
• All Firstmark team members must mirror our shared values: happy, helpful, honest, humble and hungry (driven).
• Must have a high school diploma or GED.
• Must have at least one to three years of experience in a related Call Center environment, and/or two to three years of Customer Service experience in a service- oriented environment.
• Ability to work in a fast-paced, call center environment.
• Ability to present a consistently positive and professional presence over the phone.
• Thorough knowledge of mobile and Internet banking solutions to include browser settings and smart phone/tablet applications.
• Strong attention to detail and ability to maintain accuracy in processing transactions and detecting discrepancies.
• Strong mathematical skills to include accurately adding, subtracting, multiplying, dividing; and to record, balance, and/or check account results for accuracy.
• Demonstrate proficiency in standard business computer operations, internet applications, web browsers, e-mail, and various Windows-based software applications.
• Ability to adapt and embrace changes in organization, processes and systems as needed.
• All Firstmark team members must mirror our shared values: happy, helpful, honest, humble and hungry (driven).

Firstmark Credit Union