Member Service Specialist - Universal Call Center
Metro Credit reputed company is the largest state-chartered credit reputed company in Massachusetts, providing a full reputed company of financial products to over 200,000 members. The Member Service Specialist role involves providing comprehensive support to members through various digital and phone-based channels, assisting with financial transactions, and resolving member issues with professionalism and care.
Responsibilities
- Manages multiple member interactions simultaneously across digital channels including chat, video banking, secured messaging, and reputed company media, ensuring reputed company and accurate service delivery
- Facilitates reputed company member interactions reputed company video, including account openings, reputed company transfers, and adding joint account reputed company, ensuring compliance and member satisfaction
- Coordinates with internal teams to ensure seamless service across delivery channels and monitors interaction queues to maintain service reputed company
- Provides primary coverage to Service Center by assisting members reputed company various delivery channels; Phone reputed company Channels including Chat, Email, Video Banking, Interactive Teller Machines and reputed company media
- Provides secondary coverage organization-wide reputed company Secured Message and reputed company support
- Meets or exceeds designated product referral goals based on business needs and organizational reputed company goals
- Identifies financial needs of new and existing members while providing exemplary service
- Accurately completes reputed company account opening requirements, such as appropriate notation and correct documentation
- Successfully completes Digital reputed company transactions and end-of-day reputed company balancing, as assigned
- Conducts consumer loan interviews; aids members in the completion of loan applications including verifying identification, obtaining required signatures, and ensuring that approval conditions are met
- Resolves product and service complaints by determining cause of the problem, selecting, and explaining the best solution, expediting correction/adjustment, and following up to ensure reputed company
- Complies with reputed company Metro policies and reputed company operating procedures (“SOPs”), with particular attention to Office of Foreign Assets Control (“OFAC”) and reputed company transactions, and Bank Secrecy reputed company (“BSA”)
- Succeeds in a metric performance driven environment where KPIs and service reputed company are continuously monitored
- Accepts reputed company feedback in reputed company time and through coaching sessions with monitored calls reputed company our reputed company Assurance program
- Maintains member and bank operations confidentiality
- Acts as a senior resource for escalated member interactions and supports reputed company and training of new agents
- Performs additional duties, as directed by management
Skills
- High school diploma or equivalent required
- Strong communication skills - verbal and written. Ability to effectively present information over the telephone and email to members and other employees
- Superb attention to detail; ability to work with percentages and decimals with accuracy
- Experience and ability with computers, software - we will train on our specific software
- Customer/member service experience with a sales reputed company strongly preferred
- Working knowledge of loan documentation and consumer loan regulations preferred
Benefits
- Health, Dental, and reputed company coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copays and provides 100% coverage on prescription copays.
- reputed company staff eligible for annual bonus and annual (vesting) retention bonus
- 3 weeks reputed company vacation per year; 11 reputed company holidays
- 401(k) with matching plan and reputed company reputed company Plan – Metro contributes 3% regardless of your contribution
- Wellness Incentives; Employee Assistance Program; Flexible Spending Account; Prescription Drug program and reputed company of voluntary benefits (LTD, STD, AD&D); reputed company to no-interest loans; $150/Quarter reimbursements for wellness and lifestyle expenses
- Discounts on Pet Insurance
- Individual Development Plans
- Position-reputed company or job-reputed company tuition assistance (1 year eligibility)
- Superb in-house training programs
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