Member Support Representative

Company: Chevron

Industry:- Private

Employment Type:-  Full-time

Work Hours:-  8 Hours

Locations:- USA

Full Job Description:

GENERAL SUMMARY:

The entry-level position is responsible for delivering excellent member experiences by responding to member inquiries in a courteous, professional, and highly accurate manner. Deepens member relationships by actively listening and engaging with members to understand needs and provide positive solutions. Exemplifies the values of our Credit Union, building trust, one member at a time. This role may be perfect for you if you are passionate about helping people and demonstrating exceptional interpersonal skills through patience and empathy.

Essential Job Function

  • Answer calls in the general workgroup and provide information to members and potential members on Credit Union membership, products and services, and other pertinent Credit Union information.
    • Process basic non-cash financial transactions, such as share and loan transfers, loan payments, loan advances, fee reversals, and check disbursements.
    • Process basic account maintenance transactions, including but not limited to address changes and other contact information, stop payments, wire transfers, ATM and Debit Cards, and resetting passwords. Send members information and forms via DocuSign.
    • Handle basic internet and mobile banking requests, including but not limited to password changes, multi-layer authentication changes, and bill payment inquiries.
    • Generate member interest in Credit Union Products and Services, making referrals when appropriate.
    • Research information to resolve member requests and concerns, working closely with supervisors and other departments. Escalate issues promptly to ensure service level agreements are met.
    • Track trends and system issues to ensure accurate reporting to appropriate lines of business and management.
    • Adhere to security and confidentiality protocols, operational procedures, and best practice guidelines.
    • Document member interactions accurately and clearly in our Customer Relationship Management system.
    • Perform outbound service calls for after-hours calls and solar loan welcome calls
    • Complete required security and regulatory online training modules
    • Stays current with eMails, Knowledgebase, and Intranet content
    • Perform other duties as assigned by the Call Center Manager

FURTHER ESSENTIAL JOB FUNCTIONS

  • Maintain complete confidentiality of member, employee, and Credit Union information.
    • A high percentage of attendance is also an essential function of this position.

QUALIFICATION REQUIREMENTS

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION, JOB EXPERIENCE and CERTIFICATION:

  • 1 to 2 years of Call Center, Teller, or Retail experience required.
    • High school diploma, GED, or equivalent.
    • An equivalent combination of education and experience may substitute for stated qualifications.

KNOWLEDGE and SKILLS:

  • Ability to write effectively in English using correct spelling and grammar.
    • Ability to speak, tactfully, and effectively in English, appropriately using empathy, courtesy, and professionalism.
    • Ability to actively listen to fully capture needs and match a sense of urgency.
    • Basic math skills including the ability to compute rates, ratios, and percentages using a 10-key.
    • Proficient in the use of basic applications in a Windows-based environment, including Outlook, Word, Excel, and Zoom. Moderate keyboard skills at 40 wpm.
    • Familiar with Customer Relationship Management (CRM), database, and document storage systems.

PERSONAL ATTRIBUTES and APTITUDES:

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    • Ability to work effectively with others as required by the position.
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Member Support Representative