Member Experience Associate I
Who you are…
You are a champion of our organization and you set the tone by providing exceptional member experiences with every interaction. You bring your ‘A’ game by instantly building rapport with members to provide world class service. You are extremely passionate about helping people with their financial success and guide yourself with a high level of integrity, always doing what is right.
As a Member Experience Associate, a typical day might include the following...
Handle member inquiries via phone, troubleshooting, account management/transactions and online/mobile banking support. Efficient contact handling to adhere team performance standards (First Contact Resolution, Member Satisfaction, Quality Assurance, Work Ready and Attendance).
Recognize when a call needs to be transferred and sets appropriate expectations when transferring calls to another department.
Protects organization value by recognizing confidential information; keeping it confidential; cautioning others regarding potential breaches. Educates members regarding protecting their accounts against fraud, how to recognize potential breaches and phishing scams.
Actively engaged in team meetings and on-going training.
Perform other job-related duties as assigned.
This role might be for you if you have…
High School Diploma or GED
1 year of customer service experience in a contact center required.
1 year of experience resolving complex customer service issues required.
1 years of Financial services experience required.
Ability to provide outstanding customer service and interacting with customers in a service and sales environment. Displays passion, excitement, and optimism to work with our members.
Requires the ability to work with minimal supervision, and at times under very busy conditions with proficiency in typing, usage of multi-systems, and the ability to communicate highly effectively, both verbally and in writing.
Displays integrity by doing the right thing and make appropriate decisions.
Ability to maintain a professional and compassionate tone and demeanor when interacting with members and internal customers.
Bonus Points if you have...
Experience with CAD, Keystone, Admin Console and other core banking systems.
We are considered leaders in the credit union space, and we are growing like crazy. We’ve got a culture focused on smarts, kindness, continual learning... and our people love it. A full 95% of our employees would recommend us to their friends. Come find out why!
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
For additional information about our organization, careers and benefits visit www.desertfinancial.com/careers