MEMBER SERVICE REP. FLOAT

About the Role:

The Member Service Representative Float plays a critical role in delivering exceptional service to members across various locations and departments within the organization. This position is designed to provide flexible support by rotating through different service areas, ensuring consistent and high-quality member interactions. The primary goal is to address member inquiries, resolve issues efficiently, and facilitate transactions while maintaining a positive and professional demeanor. By adapting quickly to different team environments and workflows, the representative helps maintain operational continuity and enhances overall member satisfaction. This role requires a proactive approach to problem-solving and a commitment to upholding the organization's standards of service excellence.

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in customer service or member relations.
• Strong communication skills, both verbal and written.
• Basic computer proficiency and ability to learn new software applications quickly.
• Ability to travel between locations as needed is required.

Preferred Qualifications:

• Experience in the financial services or credit union industry.
• Bilingual abilities to support diverse member populations.
• Demonstrated problem-solving skills and conflict resolution experience.
• Post-secondary education or relevant certifications in customer service.

Responsibilities:

• Respond promptly and courteously to member inquiries via phone, email, or in-person across multiple service areas.
• Assist members with account management, product information, and transaction processing as needed.
• Adapt to various departmental workflows and systems to provide seamless support wherever assigned.
• Identify and escalate complex issues to appropriate teams while ensuring timely follow-up and resolution.
• Maintain accurate records of member interactions and transactions in compliance with organizational policies.

Skills:

The required communication skills enable the representative to clearly and effectively interact with members, ensuring their needs are understood and addressed. Computer proficiency is essential for navigating various software platforms and maintaining accurate records, which supports efficient service delivery. Adaptability and flexibility are crucial as the representative moves between departments and locations, quickly learning new processes and systems. Work weekend or night events to support the Universities. Preferred skills such as bilingualism and industry-specific knowledge enhance the ability to serve a broader member base and handle specialized inquiries. Problem-solving and conflict resolution skills are applied daily to manage member concerns and provide satisfactory solutions, contributing to a positive member experience.