Champion Credit Union Position Title Member Solutions Consultant Classification Nonexempt Adoption Date July 12, 2013 Revision Date March 6, 2025 Position Reports To Member Solutions Manager Position Supervises None Eligible for Hybrid Remote Work Yes Job Description Statement Provide quality member service by assisting existing and potential members with their personal financial needs via telephone, email, or other communication channels. Essential Duties and Responsibilities Answer calls independently, following policies and procedures and using sound judgment. Refer calls to supervisory personnel and other staff only when necessary . Communicate with members through online communication channels, resolving issues and answering inquiries efficiently. Obtain detailed information on member questions and problems in order to manage call volumes efficiently. Achieve member solutions center goals while meeting standards for quality. Cross-sells products and services to meet member needs. Process transactions on all account types according to policies and procedures. Explain monthly statements, research account history, resolve member problems or questions, process account corrections or stop payments on checks and ACH items. Provide assistance regarding card services. Provides help with troubleshooting members' online banking and bill pay issues. Provide accurate and complete information regarding payments, interest calculations, and payoff amounts for existing loans. Ensure that all credit union member and employee related business is kept in the strictest confidence. Assist with the set-up of direct deposit, payroll deduction, and automatic transfers of funds between member accounts. Accurately prepare all documents and forms. Assist with Remote Deposit processing, when needed. Contribute to effective department and Champion Credit Union operations by performing other related duties as assigned. Maintain positive interdepartmental relationships by communicating effectively and working to resolve any potential issues. Complies with all governing regulations, specifically the Bank Secrecy Act (BSA), OFAC and the Patriot Act requirements. Understands and complies with all state and federal regulations and laws. Performs any and all duties assigned by supervisor. Supervisory Responsibilities None. Required Performance Skills/Abilities Excellent verbal and written communication skills. Proficient in utilizing and moving between multiple online systems. Strong problem-solving skills and the ability to think critically. Strong knowledge of financial products and services. Passionate about providing exceptional customer service. Ability to handle a high volume of calls and chats, multitask, and manage time effectively. Education and/or Experience High school graduate or equivalent. Some college or relevant certifications preferred. Previous customer service experience required. Financial institution or call center experience is preferred. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to sit, walk, and talk or hear. The employee must occasionally lift and/or move up to 30 lbs. Specific vision abilities required by this job include close vision and the ability to adjust focus. Able and willing to travel, and to work overtime as needed. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Intent and Function of Job Descriptions Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the position. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. Job descriptions are not intended as and do not create employment contracts. Champion Credit Union maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.