Member Solutions Specialist

Who you are:Required: High School diplomaRequired: 3+ years experience in a customer service and/or call center environmentRequired: Basic understanding of Microsoft Office suite of productsPreferred: Previous management or supervisory experiencePreferred: Basic knowledge of financial fundamentals within a banking and/or credit union environmentAbility to professionally interact with all levels of personnel, industry peers, and membersAbility to effectively communicate in oral and written formAbility to gather, interpret, and solve complex problemsAbility to make sound decisions, take action, and accept responsibility of resultsWhat you'll do:Cultivate relationships with teammates and specialists to assist members with inquiries and/or problem resolution.Accept incoming calls and provide appropriate solutions to members inquiries/requests in a timely and professional manner.Provide outstanding, personalized service to all members by building rapport and providing timely solutions and/or alternatives.Verify member identity based on department guidelines/procedures prior to releasing account specific information.Proactively identify members needs by providing additional product and service opportunities which may help improve their financial well-being.Identify, research, and resolve member issues using the proper service channels including but not limited to:LGE Internal Department ResourcesSymitarCATSVISADPSVerafinAlkami AdminTRANSACTSync1E-paymentsInteraction DesktopHandle and resolve member requests, and if necessary escalate to Member Solutions Team Lead.Inform and educate members on how to conduct simple transactions through convenient banking options (i.e. online banking, mobile banking, ATM/PTM) that benefit them.Troubleshoot basic level online banking issues including but not limited to registration, navigating the site, and Bill Pay issues.Sort, review, and process mailed deposits, payments, and incoming member correspondence.Accurately process members' financial transactions to include but not limited to:DepositsWithdrawalsTransfersPaymentsMaintain negotiable items and balance dailyProcess new membership applications and ensure completed applications and supporting documents have been received prior to funding new memberships.Open sub-share accounts or other products as needed.Manage Member Solutions administrative workgroups, including but not limited to:Secure messageEmailChatDocuSignMaintain awareness and report suspicious activity; proactively identify potentially fraudulent activity to prevent credit union losses.Seek opportunities to meet or exceed established sales and service goals for member/LGE financial well-being.Remain knowledgeable of all LGE products, services, and procedures.Be familiar with and follow all policies, procedures and processes which have been established to meet compliance requirements of all applicable federal regulations. The regulations include but are not limited to the Privacy Act, Office of Foreign Assets Control (OFAC), Bank Secrecy Act (BSA), Reg. CC and Patriot Act.

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