Member Care Center Coordinator

JOB FUNCTIONS

• Coordinate with the Member Care Manager and/or Member Care Assistant Manager(s), the daily staffing requirements for the Member Care Center.
• As assigned by the Member Care Manager and/or Member Care Assistant Manager(s), assist with the responsibility for the training and development of Member Care employees.
• Identifies referral options for loans and deposit services, by staying abreast on products and services. Assist with coaching Member Care Representatives with presenting referral opportunities.
• Assist the Member Care Manager and/or Member Care Assistant Manager(s) to ensure the quality performance of employees assigned to the Member Care in accordance with the credit union objectives.
• Assist the Member Care Manager and/or Member Care Assistant Manager(s) in maintaining security controls to protect the center and its contents against criminal and fraudulent operations and unnecessary risk or exposure.
• In the absence of the Member Care Manager and/or Member Care Assistant Manager(s), or as required, assume the responsibilities of that position. These responsibilities include, but are not limited to, the supervision of Member Care employees, handling all member complaints requiring supervisory attention, and ensuring the overall safety and wellbeing of Member Care operations.
• Responsible for ensuring first point of contact and primary support for representative questions via calls and chat. Ensure that service events, online messages, account maintenance requests via e\-signature, e\-deposit support, bill payment support/changes, generic shared inbox and department email requests are processed in a timely and accurate manner.
• Responsible for monitoring telephone calls and online chats, along with answering incoming calls and chats when necessary.
• Responsible for working reports and/or reporting as assigned by the Member Care Manager and/or Member Care Assistant Manager(s).
• Perform other individual and/or team tasks as assigned by the Member Care Manager and/or Member Care Assistant Manager(s).

KNOWLEDGE

• Three or more years of job\-related experience and knowledge, specifically in a credit union/financial setting.
• The individual should have a well\-rounded knowledge of Member Care operations; keep up with industry trends and changes in regulations.
• Team player (values building a unified team at both the management and board levels; builds trust and confidence by giving it; values appropriate feedback and guidance at all levels).
• Effective communication and listening skills (an honest and open individual who can communicate in an up front and positive fashion; can comfortably and professionally handle people at all levels; a good listener who is empathic with board, staff and member needs; possesses above average written communication skills).
• Skilled in working with software/applications, hardware and processes that comprise functions and services, including but not limited to: service events, online messages, account maintenance requests via e\-signature, e\-deposit support, bill payment support/changes, generic shared inbox and department email requests. Ensure that these requests are processed in a timely and accurate manner.
• Proficiency in Microsoft Office, ability to use 10\-key, and be willing to learn other programs and applications as needed.

SKILLS

• A positive individual that is team\-oriented; able to plan, organize, prioritize, monitor, schedule, direct, and motivate staff to accomplish goals and meet volume demands. Able to see the steps necessary to get things done; meets deadlines; willing to put in the necessary time to get the job done and willing to take responsibility for own actions.
• Communication \- Expresses self professionally in both oral and written communication. Has excellent listening skills and effectively communicates with all levels of personnel. Uses tact and diplomacy in difficult situations.
• Dependability \- Possesses strong sense of ownership and responsibility for department’s operations.
• Exercise independent judgment, be receptive to learning new tasks, recognize the steps necessary to get the job done, and show initiative in looking for ways to improve processes/duties and assist others.
• Meet simultaneous deadlines, and effectively organize and prioritize work while working under pressure.
• Sensitive to executive etiquette and protocol; able to recognize and handle with different and difficult personalities; a high degree of poise and tact to represent the credit union positively.

QUALITITES

• Integrity and high moral responsibility.
• Analytical ability, with the incisiveness to ask discerning questions.
• Builds trust and confidence by giving it; values appropriate feedback and guidance at all levels
• Possess the ability to evaluate each situation as its own and think outside the box for solutions.
• Works well with management and staff to build positive working relationships and achieve group cohesiveness and objectives.
• Willing to put in the time necessary to get the job done. Be flexible and have a strong ability to adapt to changing situations.

EDUCATION AND EXPERIENCE

• The Member Care Coordinator should possess a high school diploma or equivalent, 2\-year college degree in a business\-related field or its equivalent of two to three years of customer service experience is desired, supplemented by general business courses in a continuing education setting. Lending or credit experience is desirable but not required. Education and experience may be substituted.
• One year of supervisory experience is desirable but not required if closely supervised and assisted by the Member Care Manager or Assistant Manager(s).
• Some supervisory and administrative background; understanding of basic accounting processes; interested in the welfare of people; a thorough understanding of credit union philosophy; trained or experienced in communication techniques. Above average ability to adapt to various types of members. Above average decision\-making abilities required.

PHYSICAL REQUIREMENTS

The position requires the following physical activities within varying environmental conditions:

• Occasionally remaining in a stationary position which may be standing or sitting for a prolonged period of time.
• Occasional travel or moving from one office location to another or from one department to another at the headquarters building.
• Occasional lifting, moving, or adjusting objects up to 20 pounds.
• Constant communication with others through various channels including verbal, email, and chat of which the last two may require consistent use of a keyboard and mouse or another electronic device.
• Work will be in a commercially reasonable temperature\-controlled environment.
• Occasional temporary exterior site review which could be in outdoor elements of wind, rain, or snow.

Position is typically Monday through rotating Saturdays, is full time. Possible remote options when exceeding expectations.