Care Center Member Solutions Specialist

Fort Community Credit Union
Job Description
Welcomes members by phone and online channels, listens and proactively fulfills the financial needs for each member. Shares with members’ financial education and expert knowledge in business and consumer product/service recommendations, technology channel access support via Phone, Online/Mobile Banking, and Email through the contact center to accurately and efficiently process a variety of financial inquiries, account openings, loan applications, service requests, and transactions. Secures credit union assets, balances transactions, and completes necessary reports. Continually demonstrate a consultative sales and superior service approach as they engage members.

Major Tasks, Responsibilities and Key Accountabilities
? Provides friendly, helpful service that promotes financial discipline through:
    o Preparing for daily interactions with a professional mindset and an organized workstation.
    o Maintaining knowledge of FCCU products and processes.
    o Proactively greeting members with a smile and warm tone.
    o Taking responsibility for waiting members. o Understanding the member’s objectives by asking appropriate         questions and listening to the member’s responses.
    o Recommending the best solution or guiding the member to the appropriate staff to accomplish the member’s         needs and strengthen their financial well-being.
    o Processing the transaction accurately and efficiently.
    o Following up with the member to ensure satisfaction and to provide encouragement.
    o Proactively displays teamwork and respect for other team members.
? Utilizes expert knowledge to open consumer and business deposit accounts and convenient services, and to identify member needs with loans. Teaches members to use the account or service to improve their financial well-being and provides any ongoing correspondence. Accurately and efficiently prepares member documents.
? Utilizes basic knowledge to identify member needs with investment services and seamlessly refers members to appropriate staff.
? Fulfills member service requests including account maintenance, research, reconciliation, and correction.
? Secures the credit union’s assets by handling cash and negotiable instruments in a consistent manner, properly identifying members, keeping member information confidential, balancing at the end of each business day, and completing necessary reports that summarize daily activities.
? Maintains up to date knowledge and adheres to all regulations, policies, procedures, and standards that pertain to this position.
? Performs other duties as assigned, including filling in for other departments as member demand necessitates. 
Contact Information