Member Service Specialist

Member Service Specialist Skyward Credit Union - 3.5 Wichita, KS Job Details Full-time 19 hours ago Benefits Paid holidays Health insurance Dental insurance 401(k) Paid time off Parental leave Career development plan Vision insurance 401(k) matching Flexible schedule Qualifications Teamwork Interpersonal skills Collaboration High school diploma or GED Attention to detail Full Job Description

JOB SUMMARY

The Member Service Specialist is responsible for providing essential support to ensure exceptional customer service and support through various communication channels including phone, email, and text. This role is responsible for addressing member inquiries, resolving issues, and ensuring a positive member experience in line with the company's standards and goals.

KEY RESPONSIBILITIES

Member Interaction:

o Handle inbound and outbound calls, emails, and texts in a professional, timely and courteous manner. o Address member inquiries, complaints, and requests effectively and efficiently. o Provide accurate information regarding products, services, and policies. o Provide exceptional service while assisting members through ITM (Interactive Teller Machine) transactions.

Issue Resolution:

o Identify and resolve member issues and concerns promptly. o Escalate complex issues to the appropriate department or supervisor when necessary. o Follow up with members to ensure their issues are resolved to their satisfaction.

Documentation and Reporting:

o Maintain accurate records of member interactions and transactions. o Document member feedback and report recurring issues to management.

Member Service Excellence:

o Strive to exceed member expectations and contribute to overall member satisfaction. o Maintain a positive and empathetic attitude while handling member interactions. o Stay informed about the company's products, services, and promotions to provide accurate and up-to-date information.

Team Collaboration:

o Work collaboratively with team members to achieve common goals and objectives. o Share knowledge and best practices with colleagues to improve team performance. o Participate in training sessions and team meetings as required.

Compliance and Quality Assurance:

o Adhere to company policies, procedures, and regulatory requirements. o Ensure that interactions comply with quality standards and performance metrics. o Continuously seek ways to improve processes and enhance the customer experience.

QUALIFICATIONS

High school diploma or equivalent; some college coursework or a degree is a plus. Previous experience in a customer service or contact center role preferred. Excellent verbal and written communication skills. Strong problem-solving abilities and attention to detail. Ability to handle high-stress situations with a calm and professional demeanor. Proficient in using computer systems and contact center software. Flexibility to work various shifts, including weekends, as required. Bi-Lingual preferred.

WORK ENVIRONMENT

Office environment. Full-time position, requiring occasional weekend work as required.

SKILLS AND COMPETENCIES

Strong interpersonal and customer service skills. Ability to multitask and manage time effectively. Ability to adapt to new technologies and tools quickly. Strong listening skills and empathy.

BENEFITS

Competitive salary commensurate with experience Health, dental, and vision insurance Generously matched 401(k) retirement savings plan Paid time off and holidays Professional development opportunities The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Skyward Credit Union is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Type:

Full-time Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Paid time off Parental leave Vision insurance Ability to

Commute:

Wichita, KS 67215 (Required) Ability to

Relocate:

Wichita, KS 67215: Relocate before starting work (Required)

Work Location:

In person