Member Services Director jobs in Toledo, OH

Area Financial Services is a Credit Union Service Organization (CUSO) providing high quality products and services to credit unions. Formed in 1986 and located in Fremont, OH, Area Financial Services offers a rewarding work environment rooted in a service culture. Join a team with a mission where you can feel valued, engaged, and inspired to be your best.

Job Purpose:
To be first point contact for member calls by answering questions, finding solutions to issues, addressing concerns or complaints and providing important information. This position is also responsible for processing transactions, assisting members with online banking issues, directing phone calls, and delivering high quality customer service to members with credit and debit card questions.

Essential Functions and Responsibilities:

The following duty statements are illustrative of the essential functions of the job and do not include other non-essential or marginal duties that may be required. AFS reserves the right to modify or change the duties or essential functions of this job at any time.

• Resolve member inquiries by researching, exploring alternative options, implementing solutions, and escalating unresolved issues.
• Keeps records of member interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Use effective skills to handle certain telephone standards such as call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
• Help members with digital services that may require troubleshooting and research (online banking, mobile banking, and bill payment).
• Be knowledgeable on phone etiquette and speak with a clear, concise voice. Be available to field incoming calls and keep abandoned calls, average hold times and your time off the phone to a minimum.
• Maintain thorough knowledge of all credit union products and services.
• Keeps clients and management apprised of progress on problems.
• Refers unresolved customer issues to designated staff or vendor for further investigation
• Continues personal development and education to remain informed of current industry development and technologies.
• Strive for first call resolution and member satisfaction with every call.
• Ensure that proper documentation is disclosed to member to comply with laws, regulations and policies that relate to credit union operations.
• Recommend other credit union products (cross-sell) based on identified needs through the interview process.
• Additional duties as assigned.

Education/Experience:

• High school graduate or equivalent required.
• Previous customer service experience preferably in banking.

Skills/Qualifications:

Duties are performed primarily in an office setting. They include, but are not limited to, the ability to operate a computer and other standard office equipment. In addition the following skills and qualifications are necessary:

• Attention to detail.
• Ability to follow detailed oral and/or written instructions.
• The ability to guide and/or give instructions.
• The ability to make decisions in accordance with established procedures and policies
• Must be able to work independently and be a team player.
• Intermediate to advanced knowledge of Microsoft Office.
• The ability to sit for long periods of time.
• Meet the physical requirements of the job.
• Exceptional customer service, active listening, and verbal and written communication skills.
• Organization and time management skills.
• Ability to establish priorities, work independently, and proceed with objectives under minimal supervision.
• Ability to handle multiple tasks.
• Ability to work in a fast-paced team environment.
• Spanish Speaking a plus.

COVID-19 Precaution(s):

• Remote interview process
• Social distancing guidelines in place
• Virtual meetings
• Sanitizing, disinfecting, or cleaning procedures in place

Job Duties:

• Answer incoming customer inquiries
• Other duties as requested

Communication method(s) used:

• Email
• Phone
• Chat

Work Remotely

• No

Job Type: Full-time

Pay: $27,000.00 - $36,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus opportunities

Experience:

• Member Service: 1 year (Preferred)
• Contact Center: 1 year (Preferred)

Work Location: In person