Member Services Representative - Hybrid

This Position is located in Stroudsburg at our NEPA Division of UECU.

Working Hours will include occasional Saturdays.

Responsibilities include servicing the daily needs of our membership, providing information regarding member accounts, credit union services and products. Serves our membership with care and accuracy in processing a variety of transactions via multiple channels including receiving and processing deposit transactions, processing loan payment transactions, disbursing checks and completing transfers between accounts.

Required Skills/Abilities:

- Excellent reading, writing, organizational, and mathematical skills.

- Proven communication skills, including professional phone etiquette and active listening skills.

- Knowledge of Microsoft Office Suite Products

- Excellent Customer Service Skills

- Strong attention to detail and the ability to effectively prioritize, multi-task and follow through to resolution in a timely manner.

- Ability to learn and apply new information quickly.

- Ability to maintain professional poise and remain calm under pressure, overcoming obstacles, and handling difficult call situations.

- Commitment to Call Center Success

Essential Duties and Responsibilities:

- Service members via multiple channels: phone, video banking; or Integrated Teller Machine (ITM) by assisting with account changes, inquiries, and updates in a friendly and courteous manner. Own the member's experience through education, problem resolution and quality service delivery.

- Provide members with accurate product and service information. Assist members with the completion of required paperwork and documentation.

- Enter transaction data into core system, check status of accounts and verify information as needed.

- Maintain a strong understanding of the features and benefits of UECU products and services to convey to members.

- Recognize an opportunity to further engage our members through education and proactive conversations. Cross sell credit union memberships as well as UECU products and services. Refer members to internal partners as appropriate.

- Maintain a professional, supportive, positive relationship with the Member Services Team as well as all employees at the credit union.

- Actively participate in Member Services staff meetings through the sharing of ideas, suggestions and raising questions. Must be able to competently communicate and facilitate information to team in meetings or one on one as needed.

- Support other department initiatives and help when directed by the manager or supervisor.

- Maintain solid knowledge of and comply with established operating policies and procedures to maintain adequate controls to ensure the Credit Union's adherence to outside regulatory requirements.

- Respond to inquiries from both internal and external members, within given timeframes and within policy.

- Responsible for ensuring that all responsibilities of this position are performed in compliance with provisions of the Bank Secrecy Act (BSA), USA PATRIOT Act, and all other applicable federal, state, and local laws and regulations.

- Ensure that UECU's business standards are met by exemplifying the Credit Union's Vision, Purpose and Values toward co-workers, members, and our community.

- Display conduct that reflects inclusion during work hours whether in the office, working remotely, or on company business

- Responsible for adhering to the expectations set forth in the UECU Remote Work Policy, which can be found in the Employee Handbook.

- Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Education and Experience:

- High School Diploma or equivalent.

- A minimum of six months to one year of customer service experience with face-to-face and/or phone contacts.

- Familiarity with credit unions and the financial services field is preferred.

Work Environment and Physical Requirements:

UECU values inclusion for all employees. We are committed to collaborating with employees to reasonably accommodate them in accordance with the Americans with Disabilities Act (ADA) and other applicable laws for disclosed physical or mental limitations of the employee to perform the essential functions of the position. This position functions in a professional office environment. This role routinely uses standard office equipment such as laptop, phone, and printer. Physical ability to perform job responsibilities requires prolonged sitting. The person in this position needs to occasionally move about the office building. This individual frequently communicates with co-workers, members, and/or visitors throughout the day, either in person, over the phone, or through email, and they must be able to exchange information, research, answer questions, and/or inform others on a regular basis.

Our Credit Union follows a hybrid work structure where employees may be allowed to work remotely up to five days a week. Working a hybrid schedule is determined based on the position and needs of the business.

Our Credit Union embraces a culture of empowerment, inclusion, and belonging by valuing the diverse qualities and contributions of employees and those we serve.

Note: Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.