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Member Contact Center Service Specialist (On-Site)

Company: Rogue Credit Union
Location: Medford
Posted on: August 7, 2022

Job Description:

Department: Member Contact CenterReports To: MCC Assistant ManagerGrade: 5 Classification: Non-ExemptSupervises Direct: 0 Supervises Indirect: 0WORK FROM HOME POSITION LEVEL: None - Work is unable to be completed remotely. A presence in office is required full time.Role:Greets and assists members with active listening skills providing accurate information and service to members. Demonstrates knowledge of Rogue's vision and mission philosophies, using the Service Promises to build Loyal Members through each individual member experience.Essential Functions & Responsibilities:50% Provides unsurpassed member/potential member service experiences. Greets members by telephone, email, or any other remote channel in a friendly and professional manner using the five Service Promises to assist, resolve, and complete members' request. Includes but is not limited to transfers, loan payments, stop payments, card orders/replacements, statement/check copies, address changes, general maintenance, other operational tasks as determined or other member assistance items.25% Completes in-depth online banking, bill pay, ATM/Visa/Debit, loan, technical and transaction research, working with members and other resources to find answers and resolution. Takes ownership of situations within authority limits or refers to others within the Credit Union as needed.20% Maintains knowledge of credit union products/services, identifying cross sell/referral opportunities. Participates in Credit Union promotions. Also maintains technical knowledge to successfully perform all duties.5% Assists other departments as needed; proactively performs other duties as needed or assigned.Performance Measurements:1. Supports and practices Rogue's Vision, Mission, Values and Loyalty Culture. Utilizes the Service Promises with both internal and external members. Embraces Rogue's community involvement program in a positive and proactive manner.2. Utilizes good time management and maintains a call volume consistent with others in their assigned group. Maintains a personal abandon rate as determined acceptable.3. Provides accurate information and demonstrates a good eye for detail resulting in minimal errors.4. Adheres to all compliance requirements including member identification and other operational requirements as set forth in current policies or procedures.5. Successfully reaches referral goals as assigned.6. Handles and securely maintains confidential member account information on the computer system and within work area.Knowledge and Skills:Experience: One month to twelve months similar or related experience.Education: A high school education or GED.Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.Other Skills: Excellent communication with good listening and telephone skills. Professional demeanor; technical knowledge with good computer/keyboarding skills; 10 key calculator; decision making with good judgment; eye for detail/quality and time management skills.Physical Requirements: Some lifting required (up to 30 pounds), continuous sitting, occasional standing and occasional walking. Finger dexterity while using computer. Occasional talking and hearing in person and on the telephone. Continuous clarity of vision at 20 inches or less and continuous clarity of vision at 20 feet or more.Work Environment: Normal workday with occasional overtime and Saturday schedules. Exposed to potentially hazardous condition, i.e., robbery.Disclaimer: Job descriptions are not intended, and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about jobs.Note: Rogue Credit Union is a drug free workplace and requires a drug screening test within 48 hours of employment offer.Rogue Credit Union is an Equal Opportunity Employer and makes employment decisions without regard to race, color, national origin, religion, sex, age, disability, veteran status, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method, please call (541) 622-7577.This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Keywords: Rogue Credit Union, Medford , Member Contact Center Service Specialist (On-Site), Other , Medford, Oregon

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