Member Service Representative - Latitude Inc
Washington, DC 20001
About the Job
We are seeking a customer-focused Member Service Representative to provide exceptional service to our members. The ideal candidate will handle inquiries, resolve issues, and ensure a positive experience with our products and services. This role requires excellent communication skills, attention to detail, and the ability to work efficiently in a fast-paced environment.
Responsibilities
- Customer Service:
- Respond to member inquiries via phone, email, and in person, providing accurate and timely information.
- Assist members with account management, transactions, and resolving issues or concerns.
- Maintain a positive and professional attitude, ensuring a high level of member satisfaction.
- Account Maintenance:
- Update member records, process applications, and assist with account setup and closures.
- Ensure accurate data entry and maintenance of member accounts in the system.
- Verify member information and documentation to ensure compliance with internal policies.
- Problem Solving:
- Address member complaints, investigate issues, and provide appropriate solutions.
- Escalate complex issues to the appropriate department or supervisor for resolution.
- Follow up with members to ensure satisfactory resolution of their concerns.
- Sales & Cross-Selling:
- Promote and educate members on available products, services, and promotions that meet their needs.
- Cross-sell products such as loans, credit cards, and other services based on member inquiries and needs.
- Meet individual and team performance goals for member satisfaction and product recommendations.
- Documentation & Reporting:
- Maintain detailed records of member interactions, transactions, and resolutions.
- Prepare reports on member service activities and trends for management review.
- Ensure compliance with company policies, procedures, and regulatory standards.
- Collaboration:
- Work closely with other departments to ensure seamless service delivery to members.
- Participate in team meetings and training sessions to stay informed about new products and service updates.
Qualifications
- High school diploma or equivalent (associate or bachelor's degree preferred).
- 1+ year of experience in customer service, preferably in a financial institution, credit union, or related industry.
- Strong communication skills, both verbal and written.
- Proficiency with computer systems and customer service software.
- Excellent problem-solving skills and attention to detail.
- Ability to handle multiple tasks and work efficiently in a fast-paced environment.
- Strong organizational and time management skills.
PI251865482
Source : Latitude Inc