• Job Description

  Req#: MEMBE001405

  The Member Care Associate is responsible for providing enthusiastic, professional, and superior service by phone or video communication in a high call volume environment . The primary purpose of this position is to provide best-in-class member service by answering incoming calls, providing basic account and product information while performing account transactions and maintenance.

  Key Responsibilities:

  • Answer inbound calls, completes requested inquiries and transactions in an accurate and timely manner.
  • Understands and adheres to caller verification procedures.
  • Efficiently navigate multiple platforms via internet browsers and other software.
  • Maintains current knowledge of the credit unions products, services, promotions, mailings, procedures, policies and federal regulations.
  • Maintains knowledge of the requirements for membership and documents required to open an account with the credit union.
  • Practices effective customer service skills providing the member with a positive interaction and experience on every call.
  • Manages calls to diffuse and resolve escalated issues by seeking assistance from supervisor or manager as needed.
  • Determines through listening skills, any products, services and conveniences that would benefit the members financial needs.
  • Other projects and responsibilities may be added at the manager’s discretion.

  Job Requirements & Qualifications:

  • Must have a high school diploma or GED.
  • Ability to work part-time shift: Mondays, Wednesdays and Fridays from 10:00 am to 3:00 pm to include every Saturday from 9:00 am to 4:00 pm OR Tuesdays, Thursdays and Fridays from 10:00 am to 3:00 pm to include every Saturday from 9:00 am to 4:00 pm. Please note that schedules my change due to the business needs.
  • Must have at least one to three years of experience in a related Call Center environment, and/or two to three years of Customer Service experience in a service- oriented environment.
  • Ability to work in a fast-paced, call center environment.
  • Ability to present a consistently positive and professional presence over the phone.
  • Thorough knowledge of mobile and Internet banking solutions to include browser settings and smart phone/tablet applications.
  • Strong attention to detail and ability to maintain accuracy in processing transactions and detecting discrepancies.Strong mathematical skills to include accurately adding, subtracting, multiplying, dividing; and to record, balance, and/or check account results for accuracy.
  • Demonstrate proficiency in standard business computer operations, internet applications, web browsers, e-mail, and various Windows-based software applications.
  • Ability to adapt and embrace changes in organization, processes and systems as needed.
  • All Firstmark team members must mirror our shared values: happy, helpful, honest, humble and hungry (driven).

  As an employee of Firstmark Credit Union, you will join a team of talented professionals who are passionate about teamwork, outstanding service, committed to our community and who embrace the opportunity to take charge of their careers. Check out some of our benefits!

  Full Time & Part Time Employee Benefits

  401(k)—with matching incentives up to 6%

  Medical, Dental, and Vision Insurance

  Competitive Pay

  Employee Assistance Program

  Education Assistance

  Career Development

  Paid & Unpaid Volunteer Opportunities

  Generous Paid Leave

  Fitness Membership Discounts

  AND MORE!

  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

  The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

• About the company

  Firstmark Credit Union is a federally insured, state-chartered, member-owned, not-for-profit financial cooperative.

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