Join Our Team: Delivering Exceptional Member Service in a Collaborative Remote Setting
At Workwarp, a leading credit union partner, we're committed to fostering a culture of excellence and delivering personalized service to our members. As a Member Service Specialist I, you'll play a vital role in our Contact Center, providing top-notch support to both internal and external customers. If you're passionate about building strong relationships, possess excellent communication skills, and are eager to grow in a dynamic environment, we invite you to explore this exciting opportunity.
About Our Company and Industry
Workwarp is part of a thriving credit union industry that prioritizes member satisfaction and community involvement. Our organization is dedicated to providing innovative financial solutions and exceptional service to our members. As a Member Service Specialist I, you'll be at the forefront of this mission, working closely with our branches and departments to ensure seamless member experiences.
Key Responsibilities
- Provide exceptional service to internal and external customers in accordance with PFCU Service Standards, ensuring timely and effective resolution of member inquiries.
- Build and maintain strong relationships with all internal cast members and members, fostering a culture of collaboration and mutual respect.
- Determine member needs and open deposit products to existing members, including checking, savings, CDs, and Money Market accounts.
- Provide a warm hand-off and introduction to Digital Branch, summarizing member needs and solutions discussed to minimize redundant conversations.
- Follow up on customer inquiries not immediately resolved, accurately and efficiently transferring customer calls to appropriate specialists or for escalated issues.
- Work effectively with retail branches and departments to resolve customer inquiries and problems, ensuring seamless communication and collaboration.
- Protect and maintain confidentiality with all members' financial data when handling customer requests and transactions.
- Ensure that all membership documents are processed by meeting and exceeding quality control standards as outlined in policy, including CIP, OFAC, Chexsystems, etc.
- Perform job responsibilities in compliance with all state and federal banking laws and regulations, maintaining a working knowledge of relevant legislation.
Additional Responsibilities
- Apply decision-making techniques pertaining to inquiries and requests as they apply to existing policies and procedures, keeping within assigned approval limits.
- Balance workload to handle offline work, such as wire processing, wire call backs, TMC tickets, etc.
- Understand and comply with all policies, procedures, standards, and guidance relevant to assigned job responsibilities.
- Perform other duties as assigned, demonstrating flexibility and a willingness to adapt to changing priorities.
Essential and Preferred Qualifications
To succeed in this role, you'll need:
- A High School Diploma or GED, with 0 to 2 years of relevant work experience.
- Knowledge of the following systems: Symitar, Xperience, Springboard, Master site, Liberty/Harland Clark, ChexSystem, Visa Online, Device Manager, Check 21 (Image Center), SWBC (Pay by Phone), Zelle CST, Help Desk Portal (JIRA).
- Unquestionable integrity in handling sensitive and confidential information.
- Strong listening, verbal, written, and telephone etiquette business communication skills.
- The ability to maintain and manage personal composure when confronted with difficult situations or customers.
Skills and Competencies Required for Success
To excel as a Member Service Specialist I, you'll need to possess:
- Excellent communication and interpersonal skills, with the ability to build strong relationships with members and internal stakeholders.
- A customer-centric approach, prioritizing member satisfaction and delivering personalized service.
- The ability to work effectively in a fast-paced, dynamic environment, with a focus on resolving member inquiries in a timely and efficient manner.
- A strong understanding of banking laws and regulations, with the ability to apply this knowledge in a practical setting.
- A willingness to learn and adapt to new systems, processes, and technologies.
Career Growth Opportunities and Learning Benefits
At Workwarp, we're committed to supporting the growth and development of our team members. As a Member Service Specialist I, you'll have access to:
- Ongoing training and development opportunities, enhancing your skills and knowledge in areas such as customer service, banking operations, and financial products.
- A collaborative and supportive work environment, with opportunities to learn from experienced colleagues and leaders.
- A clear career path, with opportunities for advancement and professional growth within the organization.
Work Environment and Company Culture Highlights
As a remote team member, you'll enjoy:
- A flexible and autonomous work environment, with the ability to work from anywhere.
- A collaborative and inclusive culture, with regular opportunities for connection and engagement with colleagues and leaders.
- A focus on work-life balance, with a healthy and supportive work environment that prioritizes employee well-being.
Compensation, Perks, and Benefits
We offer a competitive compensation package, with a pay rate of $19 to $27.17 per hour, depending on your location, job-related knowledge, skills, and experience. You'll also have access to a range of benefits, including medical, financial, and other perks, dependent on the level and position offered.
Join Our Team: Apply Now!
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we invite you to apply for this exciting opportunity. As a Member Service Specialist I, you'll play a vital role in our Contact Center, working closely with our branches and departments to ensure seamless member experiences. Apply now and join our team of dedicated professionals!
This is a low-stress role with great rewards. If you're reliable and willing to learn, we want you. Don't miss this opportunity to grow with our organization and make a meaningful contribution to our members' lives.
Apply Now