Multi-Channel Member Support Specialist

United States·El SegundoFull-Timemid

Other

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Quick Summary

Key Responsibilities

There are no direct supervisory responsibilities. ESSENTIAL DUTIES AND RESPONSIBILITIES: Is an advocate for members and the TKX model,

Requirements Summary

Passion for superior Member service Knowledge of financial industry policies, practices, regulations, and processes. Professionally respond to and resolve inquiries across a wide variety of topics.

Technical Tools

Other

This position will primarily be responsible for supporting Member inquiries and issues via chat – however, at this level the Advisor will be exceptionally knowledgeable of Kinecta product and services and proficient at supporting Members regardless of the medium. The Advisor will possess excellent written communication skills and be able to communicate the correct responses effectively, clearly, and concisely.

NATURE AND SCOPE OF POSITION:

This position works with a minimal amount of supervision and direction and is expected to take reasonable actions necessary to carry out the assigned responsibilities of the position, provided that such action is consistent with cost-effective practices and is consistent with the policies and procedures of Kinecta Federal Credit Union.

SUPERVISORY RESPONSIBILITIES:

There are no direct supervisory responsibilities.

Responsibilities

~3 min read

→Is an advocate for members and the TKX model, ensuring each member’s concern is addressed in a timely manner and follow through is completed with both the member and the Kinecta employee who reported the initial issue.
→Build relationships with staff in functional areas of the credit union to facilitate prompt resolution of member questions, issues, and complaints.
→Participates as a Subject Matter Expert (SME) in projects that may affect the front line and supports policies and processes.
→Assists and analyzes escalated urgent service, sales or system issues to appropriate area for prompt resolution.
→Conducts account research and finds resolutions to member issues in a timely manner by utilizing resources in the most efficient manner. Follows appropriate escalation protocol as required.
→Proactively engages the Member, asking probing questions that get to the root cause of the issue.
→Accurately document and escalate Member issues and concerns.
→Must be able to effectively (98% without error) handle at minimum two chats at a time.
→Understand trigger statements and possess high levels of conversation control to adequately establish and set and co-create expectations with the Member.
→Maintains the dialogue by keeping the Member in the loop of what is taking place and what steps are needed.
→Capable of engaging conversation while using systems, reviewing knowledge base, seeking out FAQs and keeping the Member updated.
→Take the initiative to share best practices with other team members by providing on the spot coaching regarding service objectives and sales initiatives.
→Responsible for member retention and membership growth.
→Assist members and proactively uncover financial needs through referrals, products and services that will enhance the members’ financial situation.
→Contributes to the company’s achievement of service quality and production goals.
→Maintains confidentiality of Credit Union and member records.
→Responsible for timely, accurate and professional communication with all employees and members both verbally and in writing.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:

Perform other duties and special projects as assigned.

MINIMUM QUALIFICATIONS

Knowledge, Skills and Abilities:

→Passion for superior Member service
→Knowledge of financial industry policies, practices, regulations, and processes.
→Professionally respond to and resolve inquiries across a wide variety of topics.
→Must be detail oriented with strong organizational skills coupled with an ability to multi-task.
→Excellent communication skills (both verbal and written)
→Maintain detailed and clear notes that allow clear and effective communication with Members.
→Deep understanding of Kinecta’s products and services that allow independent and proactive handling of the majority of issues that are presented.
→Capable of working through several issues simultaneously.
→Customer Service and soft skills are essential as the job requires high levels of interacting with Members.
→Excellent analytical skills: ability to quickly understand complex problems and recommend solutions.
→Properly create exchanges and connect Members with needed products/services.
→Escalate issues as required.
→Knowledgeable of all functional areas of the credit union to be able to easily identify appropriate department for member problem resolution.
→Ability to use tact, initiative, prudence and independent judgment within general policy and legal guidelines.
→Ability to work under intensive and competing deadlines.
→Ability to establish and maintain effective working relations with all levels of staff and management.
→Strong communication and presentation skills.

Education, Training and Experience:

Potential candidates for this position must meet the following requirements:

→A Bachelor’s degree in Finance, Economics, Business Administration, Accounting highly preferred or a combination of education and 1 to 3 years of experience.
→Extensive knowledge of Federal and State banking regulations.
→Knowledge of Credit Union and financial services industry preferred.

One year of relevant professional-level work experience may be substituted for one year of required education.

The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
The job may require flexibility with regards to scheduling days, hours, and work location, depending on business needs.
The job is typically sedentary but may require standing and walking up to 35% of the work time to transfer files, ask questions, and related activities.

Must be able to exercise sound judgment, effectively plan and be well organized, have excellent oral and written communications skills, work well under changing timelines, take the initiative and be flexible and cooperative. Accuracy, timeliness and maintaining confidentiality related to member, employee information and company records is required.

While performing the job duties of this position, the employee is regularly required to sit; talk or hear in person and by telephone; use hands to operate standard office equipment; reach with hands and arms; lift minimum 10 lbs.

The employee is frequently required to walk and stand. Specific vision abilities required by this job include close vision and the ability to adjust focus to read and operate office equipment as necessary during the workday. The employee works under typical office conditions and noise levels.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.