Member Services Representative I, II,III

First Financial Federal Credit Union of Maryland is seeking a Member Services Representative to provide exceptional financial experiences to members. The role involves handling member needs from service to sales, promoting banking solutions, and ensuring member satisfaction through various communication channels.

Responsibilities

• Provide members with a one stop experience to fulfill all their financial needs from account opening and maintenance to processing transactions
• Support daily operations of the contact center and meets member services and product needs as required by the digital channel (voice, text, chat, video, etc.)
• Focus on member-centric conversations to deepen relationships and become a trusted brand ambassador
• Educate members and explain features and benefits of products and solutions; make recommendations based on their identified needs
• Demonstrate attention to detail, accuracy, thoroughness, and timely follow through while processing member requests
• Ability to multi-task and navigate amongst various screens and systems
• Leverage practical knowledge and understanding of digital solutions and technology to support members and solve problems
• Identify and escalate cases of suspected fraud
• Manage risk by maintaining compliance with applicable regulations and contact center policies and procedures, while demonstrating sound judgment within established limits
• Actively promote a variety of banking solutions to enhance a member’s service experience and achieve their financial needs
• Use the CRM (Customer Relationship Management) system and other resources to foster relationship building conversations with members and ensure a consistent approach to new member onboarding and expanding existing relationships
• Identify consumer lending opportunities and partnering with centralized lending group to ensure successful member experience
• Perform member maintenance requests, process transactions accurately, assist with operational activities, and responsibilities and maintain flexibility
• Adhere to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position, including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security

Skills

• Professional and friendly attitude with ability to quickly develop a rapport with members over various communication channels
• Strong keyboarding skills, and ability to learn and navigate new software quickly
• High School Diploma or GED equivalent required
• Ability to obtain and maintain job-related certification if no job-related advanced degree
• Meet or exceed continuing professional education (CPE) requirements
• Long periods of sitting and concentrating and speaking; general office
• Demonstrated attention to detail, accuracy, thoroughness, and timely follow through while processing member requests
• Ability to multi-task and navigate amongst various screens and systems
• Leverage practical knowledge and understanding of digital solutions and technology to support members and solve problems
• Identify and escalate cases of suspected fraud
• Manage risk by maintaining compliance with applicable regulations and contact center policies and procedures, while demonstrating sound judgment within established limits
• Actively promote a variety of banking solutions to enhance a member's service experience and achieve their financial needs
• Use the CRM (Customer Relationship Management) system and other resources to foster relationship building conversations with members and ensure a consistent approach to new member onboarding and expanding existing relationships
• Identify consumer lending opportunities and partnering with centralized lending group to ensure successful member experience
• Perform member maintenance requests, process transactions accurately, assist with operational activities, and responsibilities and maintain flexibility
• Adhere to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position, including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security
• One (1) or more years of customer service or sales experience preferred
• Bilingual and able to read, write, and speak Spanish proficiently is a plus

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