Member Service Representative - Contact Center

**Job Description:** Shift: Mon,Tue,Wed,Thu,Fri **Mission:** In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and security into every financial solution. **Culture Competencies: S.T.R.I.V.E** * Maintains our members' and employees' trust by safeguarding their financial data and information. * Values and respects everyone's abilities, opinions and feedback to achieve trust, safety, and well\-being in a friendly, welcoming and cooperative environment. Actively devoted to our motto of 'better together'. * Is honest, professional, authentic, and genuine in creating relationships that are uncompromising and true to ethical principles. * Generates new ideas, supports change, provides new efficient solutions and solves problems creatively while balancing risk. **General Summary** The primary purpose of this position is to assist USSFCU in living out our cultural values of relationship and service focused as we create and maintain authentic and genuine relationships with members and employees. Under general supervision, but in accordance with established policies and procedures, provides quality service to all members via the call center channel with a positive and helpful demeanor. The MSR I determines member needs, promotes and refers the appropriate products and services. Opens new accounts and shares while building rapport with the member as a trusted financial partner in order to build the member relationship. Assists members in identifying account issues and provides resolution. Works with the Call Center Team to achieve and exceed prescribed sales and service goals. **Major Duties \& Responsibilities** * Represents the Credit Union in a courteous, engaging, professional manner and provides excellent member service to both members and internal teammates. Is efficient, results driven, and accurate. Understands the impact of their behavior and performance on the credit union, the members, potential members and teammates. * Able to navigate through multiple computer applications and screens, while simultaneously engaging with members either in person or by phone. Utilizes other channels such as email or chat to communicate with members. Performs file maintenance and processes changes on member accounts, to include but not limited to, address changes and name modifications. Able to problem solve and find solutions. * Conducts consultative interviews and actively listens in order to assess member's financial needs. Identifies products and services appropriate to the members' situation. Opens new accounts accurately and promptly. * Is accountable to ensure that any exceptions and errors are minimal. All exceptions and errors promptly addressed and corrected. * Provides accurate information as they assist members with all general inquiries regarding accounts, products and services. As appropriate, advises members of regulati