Job Title: Member Services Representative I - IV

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Department: *Member Services

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Reports To: *Member Services Supervisor

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Function:*
To handle contacts in an inbound call center, providing support and assistance to members concerning their accounts and services through various communication channels, including phone, email and live chat. To build and maintain member relationships through excellent service and a strong knowledge of products and services. To support the Member Services Call Center Supervisor or Member Services Manager in carrying out the responsibilities and meeting the service goals of the Member Services department.
Advancement depends on various factors including, but not limited to, performance level, depth of knowledge, technical skills, communication and service skills, readiness for increased responsibility, engagement level, and recommendation from department Management. Duties and responsibilities of each position build on the prior level and are cumulative.

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Position Requirements:*

• GENERAL:
• Excellent interpersonal, listening, written, and oral communication skills
• Ability to ask probing questions, understand concerns, offer solutions, and overcome objections
• Strong work ethic, ability to sustain self-motivation while working as a team member within the department and organization
• Professional and friendly attitude with ability to quickly develop a rapport with members over various communication channels
• Strong keyboarding skills, and ability to learn and navigate new software quickly
• Ability to multi-task and work with two computer monitors

• EXPERIENCE: Banking experience preferred
• EDUCATION: High school diploma or GED equivalent. Preferred: Some college
• SALARY: Excellent Pay! Salary range for this position: $16.51 - $34.62 per hour. Compensation within the posted range is determined by a candidate's education level and/or years of experience in the field. Generally, new employees are hired in the lower half of the scale.

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Duties:*
Provides knowledgeable, polite and helpful service to members by phone, mail, email and live chat regarding questions/concerns with accounts, existing loans, transactions, cards, services, policies, procedures, website, current promotions etc. Maintains current knowledge of credit union website, SEG relationships, forms, resources, eServices. Provides basic user support and troubleshooting for online banking and bill pay.
Exercises good listening skills to interpret members’ needs and concerns, provides suitable resolution options and takes appropriate actions in a timely manner, following established policies and procedures. Demonstrates attention to detail, accuracy, thoroughness and timely follow through while processing member requests.
Demonstrates effective and productive contact handling skills through attention to the queue, maintaining appropriate agent status, limiting hold times, dispositioning contacts, efficiently completing after-call wrap up work, and diligent CRM use. Exercises good judgment regarding use of time and resources relative to the service provided. Maintains good call control and defuses calls to limit the need for escalation. Strives to meet performance targets established for MSRs.
Analyzes accounts, offers resolution options, and provides tools, information and explanations for members to be able to effectively maintain their accounts. Purposefully recommends and cross-sells appropriate products and services to members in order to increase account relationships and retain membership in support of Credit Union goals.
Uses caution and follows established member identification and security guidelines to protect accounts and account information, and to limit detailed discussion of Credit Union operating procedures. Protects confidential information.
Utilizes applications, websites, reference and instructional resources in support of department functions. Reads and responds promptly to emails and other business matters. Maintains login credentials. Exercises good judgment in consulting supervisor for clarifications and assistance when unsure or while learning. Completes training assignments. Requests additional training as needed.
Reports to supervisor immediately: suspicious calls, requests or account activity; suspected malfunctions or problems with equipment or services; potential widespread problems affecting members or accounts.
Shows initiative in assisting with department operation and seeks additional work/responsibility within the department. Displays professional conduct and image, projecting Core Four values while dealing with members and coworkers, and in all other business matters.
Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.
Basic Duties and Responsibilities:

• Builds knowledge of processes, procedures, products, services and resources.
• Performs address changes, check reorders.
• Performs transfers, collects fees, issues official checks, processes wire transfer requests, closes accounts.
• Issues forms and paperwork used in the routine servicing of accounts to accountholders.
• Accepts and processes check and ACH stop payments, processes NSF fee refunds.
• Blocks/unblocks ATM, debit and credit cards. Orders cards.
• Provides basic support and troubleshooting for electronic bill payments, funds transfer and phone, home and mobile banking services; unfreezes accounts, resets passwords.
• Utilizes DocuSign and secure email effectively and according to established procedures.
• Refers requests for research, document copies, adjustments and error corrections, as directed, to Operations Support.
• Refers requests for technical or advanced e-Services support, as directed, to the Digital Branch.
• Refers requests for servicing and changes to existing loans, as directed, to Loan Servicing.
• Contributes to the development and achievement of department goals.
• Performs other related duties of similar scope and complexity.

Intermediate Duties and Responsibilities:

• Demonstrates readiness for ongoing learning.
• Develops expertise in processes and procedures, account functions, electronic services, understanding and analyzing data, navigating account records, file maintenance history, etc.
• Builds on knowledge of loans, shares, and products as well as tools and resources used in assisting members.
• Develops cross-selling skills.
• Provides support for the high school Campus Debit Card Programs, resets PINs.
• Performs limited loan service such as: adjust payment methods, payment transfers, and LOC minimum payments.
• Processes requests for fee refunds, hold releases, ATM/POS withdrawal limit increases, etc…, following established guidelines and procedure.
• Develops knowledge, technique, and skills for supporting live chat, including keyboarding, critical reading, writing, problem solving, interpersonal, de-escalation, time management.
• Remains alert to potential issues or developing situations that may need to be reported and communicate with supervisors and team members appropriately.
• Performs other related duties of similar scope and complexity.

Advanced-Intermediate Duties and Responsibilities:

• Applies broad knowledge, expert keyboarding, polished communication, problem-solving, and member service skills efficiently in handling live chat.
• Offers technical, procedural and problem-solving assistance to less experienced MSRs. Assists with training.
• Develops in-depth knowledge of specialized procedures, products, and service topics related to loans, shares, branch services, and accounting services.
• Develops expert research skills and ability to utilize a variety of resources to locate records, information and answers.
• Provides overrides, transaction voids and make exceptions as directed by department Management.
• Accepts transfers or escalations from MSRs to provide confident, professional assistance to members with more challenging situations or those requiring advanced knowledge of the application of policy, procedure and exceptions.
• Evaluates and processes requests for exceptions concerning fee waivers and refunds, hold releases, ATM/POS withdrawal limit increases, etc…, following established guidelines.
• Demonstrates leadership potential through model work habits, positive attitude, and application of good judgment.

Advanced Duties and Responsibilities:

• Acts as resource for department, demonstrating advanced technical knowledge, experience, member service skills, and the ability to support team members.
• Performs projects/tasks of a more complex nature that require advanced analytical skills, judgment or technical ability.
• Responds to department needs with flexibility, adaptability, and creativity.
• Provides training, guidance and support as needed to team members. Reports training needs or other issues to department Management.
• Assists with completion and delegation of work generated within the department. Follows up to ensure assignments are completed and schedules are followed.
• Interacts with other departments and on behalf of MSRs and as needed, for the effective resolution of member concerns and account issues.
• Demonstrates leadership and ability to encourage good performance in others. Promotes Core 4 values and teamwork. Acts in the absence of the Call Center Supervisor, as directed.
• Provides feedback about MSR performance to department management.
• Performs other related duties of similar scope and complexity.

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Great Place to Work:*
Team-oriented environment!
Work for one of Maryland’s largest and fastest-growing credit unions! Build your career with a non-profit organization in the financial industry while also helping the community. Since 1953, First Financial Federal Credit Union has been a major asset to the Baltimore and Carroll County communities and with your help, we can continue this tradition. Join our family-friendly company and discover these additional perks:
All eligible First Financial employees receive:

• A Full Benefit Package - is available for all eligible full-time employees that includes medical, dental, vision, life & disability insurance
• Paid Vacation and Sick Leave
• Paid Holidays
• Paid Volunteer Time
• Incentive Bonuses
• Generous 401(k) Plan Contribution
• Employee Recognition Programs
• Tuition Reimbursement - up to $4,200 per calendar year for pre-approved undergraduate courses and up to $5,400 per year for pre-approved graduate courses
• Employee Wellness Program - that includes a free on-site fitness center located in our Administrative Center
• And More!

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Equal Opportunity Employment*
First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.

Job Type: Full-time

Pay: $16.51 - $34.62 per hour

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