Member Experience Representative

Locations: Marion, IN or Westisde of Indianapolis

Summary/objective

Assist members through Interactive Teller Machines (ITMs). Individual could assist the Member Services Call Center with phone calls and Live Chats. Works independently and takes initiative with departmental responsibilities. This position requires the employee to be "on camera" when assisting members; needs to portray a pleasant, friendly and outgoing persona through all interactions with the member.

Essential functions

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

• Handle transactions, phone calls and chats from members
• Comfortable with technology and possess good computer skills
• Knowledge of all credit union share account products and procedures
• Knowledge of all credit union online and mobile products
• Ability to multi-task ITM transactions with phone calls or chats
• Balance between core system and ITM software
• Update information in core system as needed
• Research and solve member problems
• Other duties as assigned

Competencies

• Exceptional customer service skills
• Strong communication skills, both verbal and written
• Analytical and problem solving
• Organization and attention to detail
• Strong technology skills

Work environment

• Private work area , office setting

Physical demands

• Long periods of sitting
• Ability to utilize headset - hearing
• Long periods of time viewing computer monitor- vision
• Handling -ability to touch, feel, lift, operate and control equipment, materials, tools and objects with the hands

Travel required

Minimal

Required education and experience

• High School diploma or equivalent
• Complete required credit union training programs satisfactorily

Preferred experience

• Previous experience with a credit union or other financial institution

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.