Summary

Build relationships with members via the telephone, email, text, and online correspondence features through service delivery, information sharing and member support, while ensuring the highest quality of member service. This position is for the West Bend location and cannot be done remotely. Department: Member Services Reports to: Contact Center Supervisor Status: Non-Exempt

Responsibilities

•  Serve members by providing service and information in a pleasant, professional, and efficient manner via telephone and other forms of correspondence. 
• Researches and solves member questions, problems, and complaints concerning credit union accounts to ensure proper follow up and satisfaction. 
• Opens/closes accounts, verifies accounts, accepts loan applications, processes stop payments on checking accounts, instant issue debit cards, and answers questions regarding share accounts, checking drafts, VISA credit and debit cards, IRA, HSA, etc.
• Helps members by suggesting products/services and assisting members with basic questions regarding their loans. 
• Continuously checks member service voicemail, e-mail, text, online and fax folders and reply accordingly.
• Assists members with remote, mobile access, mobile wallet questions and password issues. 
• Mails, faxes, web signing and/or e-mails all documentation necessary for online submissions from members; sends appropriate information out to potential members, sends out new member correspondence, performs new account welcome duties.
• Approves mobile deposit users and processes mobile deposits.
• Consistently achieves monthly goals and provides support to others in achieving team goals.
• Welcome Desk Duties: accepting packages, scheduling appointments, seating members, checking on availability of staff, controlling lobby traffic, coffee bar setup and cleanup.
• Inspecting each floor every day before closing for security reasons.
• Working the lobby promoting ITM usage and other promotions.
• Processes routine paperwork and reports related to departmental activities.
• May help with member set-up or access to safe deposit boxes; and assisting with filling out lease agreements and entering information to computer. 
• Cross-trains or assists in cross-training other Contact Center representatives. 
• Directs visitors to appropriate department or credit union staff. 
• Fills in for member service when needed and serves as GHCU face-to-face contact for the public, members, and vendors.
• Attends any additional training, webinars, etc. 
• Performs any outgoing calls as directed by different departments. 
• Provide notary and signature guarantee services.
• Other duties as assigned. The credit union reserves the right to add or change duties at any time. 

Qualifications

Minimum Requirements 

• Knowledge equivalent to a High School degree and financial-related post-secondary training.
• Two years of customer service experience including one year in the consumer financial field.
• Six months of call center/contact center experience desired.
• Exceptional telephone and customer service skills.
• Ability to communicate effectively both verbally and written with employees, managers and members.
• Ability to maintain a positive and cooperative approach to problem-solving with others over the entire work day.
• Enthusiasm for making a difference, for people and for the culture we are trying to create and maintain.
• Proficient computer skills including: Outlook, Word, Excel and other computer programs

About the Organization

Located primarily in Washington County, Glacier Hills has been focused on helping those in our community since 1934. We are here to guide, educate and empower our members to pursue their dreams and own their financial journey! This is a full-time position that is in-person and located at our corporate headquarters in West Bend. There would be occasional travel between our other branches located in Hartford, Jackson and Fond du Lac.

How to Apply

Please email resume to jpokrandt@glacierhills.com