Member Service Specialist at GPO Federal Credit Union – Utica, New York

Our Mission:

To provide unwavering commitment to excellence in all we do for employees, members and the community we serve.

Overview of the Role

Provide information and member service concerning the credit union and its products and services, ensuring the highest quality of service.

Member Service Specialist scheduling is Monday - Friday, 8:30am - 5pm with two to three Saturdays a month from 9am - 12pm.

Member Service Specialist Responsibilities

• Serve members by providing service and information in a pleasant, professional, and efficient manner via telephone, email, or other correspondence.
• Research and solve questions, problems, and complaints concerning credit union accounts.
• Continuously check member service voice mail and/or email and reply promptly to member requests.
• Verify accounts, accept loan applications, process stop payments on share draft accounts, order cards, answer questions regarding share accounts, share drafts, IRAs, visa credit and debit cards, loans etc.
• Cross-sell credit union products and services when appropriate.
• Assist members with basic questions regarding their loans
• Assist members with remote access.
• Process wire transfers.
• Be responsible for researching member inquiries to ensure proper follow-up and satisfaction.
• Other duties as assigned.

Member Service Specialist Expectations

• Provide superior member service at all times. Including: displaying professional sales and service skills, proper phone etiquette, ensuring member confidentiality, and going above-and-beyond making the member experience at GPO of the highest quality.
• Adapt a work ethic that is aligned with GPO's mission and keeps our member service at the forefront.
• Reach sales and service goals as assigned.
• Hold oneself accountable for your actions and commitments.
• Complete training as assigned and continually search for opportunities to enhance one's ability and knowledge.
• Effectively communicate with fellow employees, teller supervisors, and branch management in a professional and courteous manner.
• Protect member information by using discretion when discussing member matters and properly following all policies and procedures related to confidential information.
• To keep management informed regarding key operating issues.

Member Service Specialist Qualifications

• Ability to work in a team setting as well as take on individual projects.
• A two-year degree in a related field OR high school diploma with three years of successful telephone customer service experience in lieu of a two-year degree.
• Retail experience preferred.
• Willingness to promote credit union products and services.
• Determined and motivated individual with a positive attitude.
• A minimum of two years of customer service or call center experience.
• Must be able to work well with others, possess good communication skills, ability to multi-task, and work independently.
• Must be eligible for MLO licensing
• Proficient in the use of computers and various software programs.

Member Service Specialist Physical Demands

• Ability to speak with clarity and listen effectively on a regular basis.
• Sitting for prolonged periods of time.
• Frequent computer usage and screen time.

GPO’s Benefits Package Includes:

• Employer Paid 401K Retirement Plan (starting on your first day with 3% employer contribution match), Life Insurance, Long Term Disability and HSA Contributions
• Competitive Salaries, Annual Raises and Incentives
• Low Cost Medical, Dental, & Vision Insurance
• Paid Vacation Time, Sick Leave, Personal Time and 11 Paid Holidays

Actual compensation rate will be determined based on relevant experience.