Member Service Consultant - job 1 of 2

SCE Credit Union is looking for a candidate to fill our available Member Service Consultant (MSC) role. The ideal candidate can provide prompt, efficient, and friendly service. Successful MSCs have a curious mind and are good problem solvers.

The Member Service Consultant (MSC) is responsible for delivering exceptional service in person or via video to both members and the team. MSCs perform a broad variety of member service functions including managing lobby traffic, opening and servicing consumer and business accounts, interviewing, counseling, and cross-selling credit union products and services to deepen member relationship. The MSC is responsible for managing workload and taking action to achieve assigned sales and service goals. The MSC may work independently with additional duties such as opening and closing of the branch.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Responsible for opening and servicing consumer and business accounts, interviewing, counseling, and cross-selling credit union products and services to deepen member relationship.

• Performs account maintenance (such as address changes, disputes, replacement check and card orders, IRA maintenance, deposits, and payment processing) primarily by using the member facing remote delivery option whenever possible. Educates members on how future servicing needs may be facilitated digitally.

• Makes decisions on fee reversals, courtesy credit (service recovery) and provisional credit within assigned authority limit.

• Contacts prospective and current members via phone and/or email to offer information on products and services to obtain additional business.

• Manages lobby traffic. Engage with members by welcoming them with a warm friendly smile, pleasant demeanor, using their name, whenever possible and thanking them for their business. Enthusiastically greets and interacts with members to proactively identify and address their service or sales needs.

• Acts as member advocate resolving account service issues, connecting with experts as needed, and responding to member inquiries promptly and effectively throughout resolution.

• Has deep working knowledge of all products and services offered by the credit union. Exhibits strong sales and service skills, presenting relevant and beneficial products and services. Proactively educates members on utilizing available access channels (ex: ATM, Online, Mobile, etc.) Takes action to meet assigned standards. Connects members to appropriate internal (i.e., video kiosk) or external partners (i.e., insurance and wealth management services) as necessary.

• Participates in branch development activities in coordination with branch management, community development and business development as needed.

• Answers questions and refers issues requiring second level support to appropriate personnel. Ensures members understand next steps, follows up as required and matters are resolved to the members satisfaction.

• Uses sound judgement and executes financial transactions in accordance with credit union policies and procedures while maintaining an acceptable record in daily balancing.

• Completes other duties as assigned including assisting with coverage needs at other locations or departments as necessary (Member Care Center, Account Services, or other back-office departments).

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

To perform this job successfully, an individual must possess strong multi-tasking, customer service and communication skills. individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

• High school diploma or general education degree (GED)

• Minimum one year of sales or retail experience in fast-paced, customer service environment

Computer Skills

To perform this job successfully, an individual should have proficient skills navigating a PC and internet browser. The individual must have a working knowledge of Microsoft 365 products (Outlook, TEAMS, Word, Excel). The individual must have a working knowledge of smart phone and using APPs.

Interpersonal Skills

Courtesy and tact are essential elements of the job. Work involves personal contact with members and others inside and outside the organization, generally regarding routine matters for the purposes of giving and obtaining information or instructions, updating, or referring.

Other Skills and Abilities

Must possess strong written and oral communication skills and possess the ability to work independently to manage and follow-up on assigned tasks.

Ability to multi-task, anticipate members needs and creatively recommend solutions to provide a positive outcome.

Must be punctual and have reliable attendance ability to use time effectively.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the team member is regularly required to sit; use hands and fingers to handle or feel; and talk or hear.

• The team member is frequently required to reach with hands and arms.

• The team member is frequently required to stand and walk.

• The team member must occasionally lift and/or move up to 50 pounds.

• Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.