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Member Services Officer (Call Center) at Logix Federal Credit Union in Burbank, California

Posted in Other 30+ days ago.

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Job Description:

The Member Services Officeris responsible for providing "wow" level service to both members and co-workers in a call center environment. Through effective listening and thorough knowledge of our products and services, theMember Services Officersatisfies our member's needs and effectively resolves member's concerns. The Member Services Officerpersonifies our Promise Principles of "Personal," "Professional," and "Proactive" while consistently demonstrating our core values of "communication," "integrity," "accountability," "teamwork," and "service experience focus."

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
  • Provides assistance to members in all areas relating to their financial needs (questions, transaction requests, complaints, etc), while assisting them in the selection of appropriate products and services
  • Exercises strong oral and written communication skills to explain Credit Union policies and to resolve basic member concerns in a professional and personable manner.
  • Directs the calls to appropriate personnel as needed and adheres to the standards of service quality and statistical performance measures during all member interactions.
  • Achieves established goal for sales and member service rating (shops) and sales/product goals.
  • Participates actively in department meetings, contributing to the development of new programs and methods to improve effectiveness of delivery and member service
  • Maintains up-to-date knowledge of all federal regulations related to loans and operations.
  • May be asked to assist with Call Center PROD fulfillment.
  • Must consistently report to work on-time, as scheduled.

Please note that hours can vary depending on the actual shift. Our contact center is open:

Weekdays 6 a.m. to 8 p.m.(PT)
Saturday 8 a.m. to 5 p.m. (PT)

The Ideal Candidate Will Have:

• A working knowledge of the Microsoft office suite of products including the ability to use internet
browser software
• A demonstrated aptitude for learning new systems, skills & processes
• Experience in trouble shooting basic smartphone and web browser issues preferred
• A proven ability to work in a fast paced, deadline driven environment
• The ability to multi-task with an attention to detail.
• Excellent verbal & written communication skills
• Superior customer service skills
• Bachelors' Degree a plus

Must also demonstrate conduct consistent with our Corporate Values:
  • Practice open Communication with all levels;
  • Be Accountable by taking ownership of customer issues and responsibility for one's actions;
  • Foster Teamwork by cooperating and collaborating with other employees;
  • Seek ways to make the workplace Fun for oneself & others;
  • Conduct oneself with Integrity by being honest, trustworthy and ethical in all work activities and interactions;
  • Work with a Service Orientation by having a genuine concern for the needs of one's customers and by being friendly, professional and following through on commitments; and
  • Demonstrate Humility in all interactions and remember to leave one's ego at the door when one arrives to work.

Logix Federal Credit Union is an equal opportunity employer that does not discriminate in employment opportunities or practices on the basis of race, religion, color, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other status protected by law.