Member Service Advisor I/Hybrid at Franklin Mint… · Chadds…

Summary: Franklin Mint Federal Credit Union is seeking a Member Service Advisor I to assist members with transactions and inquiries. The role focuses on providing high-quality service, completing financial transactions, and educating members on using self-service technology.

Responsibilities:
- Accurately completes routine financial transactions including transfers, loan payments, stop payments, verify funds, address changes, check orders, and maintenance on all types of accounts in accordance with established policy/procedures
- Responds to general member inquiries
- Possesses a basic understanding of all functionality of FMFCU remote delivery systems, in an effort to service more routine member interactions. Educates members on the use of self-service technology. Maintains high service standards established for the department. This includes high answer rates, low wait times, low abandonment ratios, and strong member satisfaction scores thoroughly verifying member identification
- Evaluates needs of potential members and offers appropriate financial products and services. Looks for referral opportunities to internal and external partners, such as eBranch, Wealth Management, Mortgage, insurance, credit card, etc
- Operates various programs/software to accurately and efficiently assist members
- Analyzes, researches, and resolves problems and discrepancies related to member accounts in an effort to provide first contact resolution. Refers problems that are beyond their authority to their supervisor
- Identifies fraud and prevents future fraud
- Ensures all credit union members and employee-related business is kept in the strictest of confidence which includes maintaining a secure work space at all times
- Participates in and supports community events
- Performs other duties as assigned
- Is responsible for adhering to operational controls, including compliance with all required regulations and policies such as the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) to ensure the safety and soundness of Franklin Mint Federal Credit Union and its members

Required Qualifications:
- 1 year demonstrated ability to succeed in retail or call center environment required
- High School Diploma or GED required
- Customer/Member Service
- Interpersonal/Team Player
- Motivated/Works Independently
- Sales/Negotiation Skills
- Analytical/Problem Solving
- Organizational Skills
- Detail Oriented
- Verbal/Written Skills
- Microsoft Office
- Prioritize/Multi-task
- Ability to work a flexible schedule
- Must maintain confidentiality
- Strong listening skills
- Ability to service members by making them feel welcomed, engaged, and significant with every interaction
- Ability to sit for extended periods; occasional standing
- Frequent use of hands/fingers for typing and operating standard office equipment
- Ability to hear and speak clearly
- Visual acuity to read computer screens and written documents
- Minimal physical exertion; occasional walking

Preferred Qualifications:
- Previous experience working in a financial institution
- Secondary language skills desirable

Required Skills: Financial Transactions, Remote Delivery Systems, Self-Service Technology, Fraud Identification, Bank Secrecy Act (BSA) Compliance, Office of Foreign Assets Control (OFAC) Compliance, Microsoft Office, Sales/Negotiation Skills

Benefits: Team Based Incentives and Performance Bonus Opportunities, Referral Incentive Opportunities, Generous Paid Time Off, Medical, Dental and Vision plans, Health Savings Account with employer contribution, Flexible Spending Accounts, 401K with employer contribution and match, Employer paid life insurance/AD&D, Supplemental insurance plan options, Employer paid Short and Long term disability programs, Paid Family Leave, Tuition Reimbursement, Training and Development Programs, Paid Holidays, Paid Volunteer Time Off, Employee Assistance Programs, Pet Insurance