The Member Solutions Specialist is responsible for supporting member services primarily via the phone channel. This position requires knowledge of tools, resources, and processes involved in supporting a member–focused interaction. Member Solutions Specialists will provide a full range of products and services to members with an emphasis on expanding and enriching member relationships. Individuals in the position must have deep knowledge of financial services and products including all deposit accounts, consumer loans and self- service products. They must be able to identify and analyze member needs so that they can adequately recommend UW Credit Union products and services that will benefit the member.
The Member Solutions Specialist must effectively carry out the essential duties of this position in a manner that consistently demonstrates the core values of the organization in a positive manner.
1) Achievement in Balanced Scorecard Results - 40%
a. Meet specified goals for productivity, quality, leads and referrals with an emphasis on self-service education.
b. See scorecard addendum for details.
2) Develop and Build Member Relationships - 40%
a. Exhibit awareness of the daily and year to date service levels on all remote and E-Commerce channels.
b. Consistently educate members about the products and services that we offer. Analyze their needs and make personalized recommendations of products and services including self-sufficiency service options.
c. Maintain a high degree of knowledge in all credit union programs and processes, ensuring quality service and accuracy is delivered to UWCU members.
d. Compose accurate and informative interaction notes to concisely convey the member’s experience.
e. Efficiently and accurately resolve member inquiries and troubleshoot issues through proficient use of tools, resources, and use of appropriate support department.
f. Demonstrate a positive and empathetic attitude in the face of difficult or challenging customer interactions.
g. Demonstrate sound judgment in handling member requests and exceptions, and offer solutions that resolve our members’ concerns and needs to their satisfaction whenever possible.
h. Meet specified goals for quality with an emphasis on self-service education.
3) Support the Delivery of Remote Member and E-Commerce Services and Maintain Operational Standards - 10%
a. Share member feedback and recommend enhancements to further improve our remote and E-Commerce channels.
b. Take ownership for change. Analyze, justify and recommend change in operations to enhance productivity and improve service.
c. Maximize internal and external member self-sufficiency by recommending content enhancements to our online and internal help resources.
d. Communicate complicated information simply and without the use of jargon, ensuring that the solution is easy to understand.
4) Contribute to Activities that Promote Individual and Organizational Success - 10%
a. Actively identify new areas for learning, and assume responsibility for personal development through training, collaboration and teamwork.
b. Arrive promptly and prepared to actively participate in dialogs, staff meetings and trainings. Assume ownership for securing information communicated during personal absence.
c. Consistently act as part of a cohesive team, demonstrating excellent interpersonal skills and the ability to interact positively with other employees and departments. This includes dress, language and ability to demonstrate flexibility.
d. Responsible for understanding and adhering to all relevant compliance policies, procedures and regulations. Complete annual Regulatory Compliance Testing within timeframes designated by the UW Credit Union Audit Manager.
e. Responsible for any additional duties and or responsibilities as assigned by management.
To perform this job successfully, an individual must demonstrate regular, predictable attendance and be able to perform each essential duty successfully. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The individual must be able to successfully pass background checks.
- Associates degree in a business, technology or related field is preferred.
- 7 months to 1 year of experience in a financial institution or contact center environment
- Proficiency with Microsoft Office products.
- Familiarity with major web browsers and operating systems.
- Demonstrated analytical and problem solving skills.
- Excellent interpersonal, oral and written communication skills.
- Excellent customer service skills.
- Must be fluent in English.
- Must have strong oral and written communication skills.