Member Service Representative at Rivermark Community Credit Union in Beaverton, Oregon

Job Description:

Rivermark offers 100% employer paid medical/dental and optional vision insurance for employees. We also offer a 401(k) retirement savings plan. Our new employees enjoy three weeks accrued PTO annually, ten paid holidays, two floating holidays, and three paid volunteer days.

Summary

Engages members and educates them about Rivermarks products and services. Provides service and support to members by handling requests that are sometimes are routine in nature. Seeks opportunities to provide members with new or underutilized products and services.

Primary Duties & Responsibilities

1. Assists members by phone with a variety of transactions in an efficient, accurate, confidential and professional manner. Provides service for On-Line Banking access across multiple devices.


2. Meets or exceeds personal sales goals. Shows competency in sales, product knowledge, member solutions and work ethic.


3. Takes ownership of every member interaction, whether it requires a call back, extended research or assistance from other teams.


4. Actively participates in and receives coaching scenarios from management and peer to peer coaching.


5. Follows the Credit Unions written policies and procedures to ensure compliance with all required regulations and to prevent fraud and losses.


6. Continuously improves individual level of competency through training and development via established educational programs.


7. Shows competency handling and resolving difficult situations for member satisfaction within appropriate guidelines and procedures. Access tools and resources for successful problem resolution.


8. Displays continued improvement on the job through self-driven learning about the Credit Union Community.


9. Seeks ways to streamline work processes and continuously improve the Credit Union.

Rivermark is a proud EEO employer. We welcome applicants of all backgrounds including minority and underserved populations.

We celebrate and value diversity in the workplace.

Education/Experience

High school diploma or equivalent. Minimum two years sales experience in a financial institution or minimum two years retail sales experience in a goal-driven environment with proven results. Call center experience preferred.

Requirements Skills, Job Knowledge & Abilities

1. Ability to multi-task and work seamlessly and efficiently across several different platforms simultaneously.


2. Proficient in computer software, data entry, ten-key calculator and math skills.


3. Ability to use judgment and discretion when handling confidential member account information.


4. Strong organizational and time management skills. Proven ability to follow through on tasks with accuracy and pay close attention to detail.


5. Ability to handle process, product and workflow changes productively.


6. Working knowledge of acceptable negotiable items and member identification.


7. Excellent communication skills. Ability to build relationships with members through all channels. Ability to effectively communicate one-on-one and in a group setting. Ability to remain calm when helping difficult and/or irate members.


8. Exceptional member service and sales skills to meet our members financial needs and make contributions towards the achievement of Credit Union goals.


9. Ability to keep work space organized and tidy.


10. Comfortable being evaluated against performance standards.


11. Research and problem-solving skills in order to identify and resolve issues.


12. Ability to maintain and project the Credit Unions professional reputation.

Supervisory Responsibility

This position has no direct supervisory responsibility.

Interpersonal Contacts

Continuous contact with members. Frequent contact with employees.

Rivermark is a proud EEO employer. We welcome applicants of all backgrounds including minority and underserved populations.

We celebrate and value diversity in the workplace.

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