Company Description
Ent Credit Union exists to improve the financial quality of life of the people
we serve. This mission drives us every day, but we are more than our
mission. We're also individuals using our unique abilities to make our
organization, and the communities we serve, better than they were
yesterday. We're a not-for-profit that puts people above profits and
actively invests in our community. Our rapidly growing team is expanding our
reach to serve more people throughout Colorado. To spread our mission far and
wide, we need people like you. If you're interested in a paycheck with a
purpose, apply with us today. Our people make the difference, and we truly
believe you are our greatest asset.
Job Description
THIS POSITION IS PROJECTED TO START ON 05/28/2024 AND REQUIRES 6 WEEKS OF
MANDATORY PAID TRAINING AT OUR HEADQUARTERS IN COLORADO SPRINGS, COLORADO.
The Member Service Representative I/II must provide accurate information
regarding member inquiries while actively cross-selling and educating members
on Credit Union products and services. Outstanding service must be delivered
while remaining professional, responsive, and encouraging. In addition the
MSR I/II is responsible for understanding and complying with credit union
policies/procedures and industry regulations while seeking to protect the
assets of members and the credit union.
Essential Functions at Level I:
Member Service - the representative must accurately process member requests
received through incoming calls. Representatives must provide individual
member service at a high-standard professional level while updating the
existing database with any changes requested by the member. Members must be
verified using Ent's most current procedures to minimize fraudulent
activity. The representative must possess the skill to identify and escalate
priority issues to the proper area.
Sales - Accountable for meeting member needs through maintaining a strong
knowledge of products and services available to members, regularly providing
referrals to such products and services in all areas including, but not
limited to lending, investments, electronic banking, wealth
management, and business banking.
Knowledge - Maintains knowledge and remains current in the position by taking
a proactive approach with participating in on-going training, side by
sides, quality control sessions, online BVS courses, and utilizing
Outlook and Element on a daily basis resulting in the delivery of world class
service to our members.
Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and
procedures, and regulations pertaining to the Bank Secrecy Act.
Essential Functions at Level II:
Member Sales & Service: In order to build and retain member
relationships, the representative must answer incoming calls from members,
accurately answer inquiries and troubleshoot problems. Members must be
verified using the processes and procedures in place, minimizing fraudulent
activity. Representative possesses the skill to identify and escalate priority
issues. A higher skillset is required to perform certificate maintenance and
handle all online banking inquiries. MSR II is expected to resolve member
concerns properly and provide solutions to avoid escalations in all areas of
member service. The representatives must have extensive knowledge of all
products and services by actively listening and determining the product that
best fit the member's needs. Products and services include but are not
limited to: investment services, online banking and credit cards. In the
area of credit cards, the representative will obtain the skillset to submit
both consumer and business credit card applications.
Knowledge: Maintains knowledge and remains current in the position by taking
a proactive approach with participating in on-going training, side by
sides, quality control sessions, online BVS courses, and utilizing
Outlook and Element on daily basis resulting in the delivery of world class
service to our members.
Qualifications
Minimum Formal Qualifications for this Position for Level I:
High School Diploma/G.E.D. or equivalent.
6+ months experience in customer service (preferred)
Inbound phone experience (preferrred)
Sales experience (preferred)
Previous financial institution experience (preferred)
Minimum Formal Qualifications for this Position for Level II:
High School Diploma/G.E.D. or equivalent.
1+ years' combined experience to include inbound phone experience and
financial services experience (required)
Sales experience (preferred)
Each year of relevant work experience may be exchanged for a year in a
relevant degree program or vice versa. For example, a requirement of a
bachelor's degree in accounting and 2+ years of account experience could
be substituted for a high school diploma and 6 years of relevant accounting
work experience or a master's degree in accounting and 0 years of work
experien
Technical or Specialized Knowledge/Skills at Level I:
Strong Customer Service focus.
Basic understanding of typical products, offerings, and resources within
the banking/credit union environment.
Must have proficient computer skills, including the ability to use
Windows, Microsoft Word and Office.
Symitar experience beneficial.
Strong communication skills.
Organizational skills required.
Typing, computer, and ten-key required.
Technical or Specialized Knowledge/Skills at Level II:
Excellent Customer Service focus.