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First Financial of Maryland Federal Credit Union

Job Title: Member Services Representative I – IV
Department: Member Services
Reports To: Member Services Supervisor
This is a non-remote position with the opportunity to work a hybrid schedule in the future.
Location: 72 Loveton Circle, Sparks, MD 21152

Function:

To handle contacts in an inbound call center, providing support and assistance to members concerning their accounts and services through various communication channels, including phone, email and live chat. To build and maintain member relationships through excellent service and a strong knowledge of products and services. To support the Member Services Call Center Supervisor or Member Services Manager in carrying out the responsibilities and meeting the service goals of the Member Services department.

Advancement depends on various factors including, but not limited to, performance level, depth of knowledge, technical skills, communication and service skills, readiness for increased responsibility, engagement level, and recommendation from department Management. Duties and responsibilities of each position build on the prior level and are cumulative.

Great Place to Work:

Team-oriented environment!

Work for one of Maryland’s largest and fastest-growing credit unions! Build your career with a non-profit organization in the financial industry while also helping the community. Since 1953, First Financial Federal Credit Union has been a major asset to the Baltimore and Carroll County communities and with your help, we can continue this tradition. Join our family-friendly company and discover these additional perks:

All eligible First Financial employees receive:

  • Full time position, working 37.5 hours per week between the hours of 8:00 a.m. – 5:00 p.m.
  • A Full Benefit Package – is available for all eligible full-time employees that includes medical, dental, vision, life & disability insurance
  • Paid Vacation and Sick Leave
  • Paid Holidays
  • Paid Volunteer Time
  • Incentive Bonuses
  • Generous 401(k) Plan Contribution
  • Employee Recognition Programs
  • Tuition Reimbursement – up to $4,200 per calendar year for pre-approved undergraduate courses and up to $5,400 per year for pre-approved graduate courses
  • Employee Wellness Program – that includes a free on-site fitness center located in our Administrative Center
  • And More!

Position Requirements:

  • GENERAL:
    • Excellent interpersonal, listening, written, and oral communication skills
    • Ability to ask probing questions, understand concerns, offer solutions, and overcome objections
    • Strong work ethic, ability to sustain self-motivation while working as a team member within the department and organization
    • Professional and friendly attitude with ability to quickly develop a rapport with members over various communication channels
    • Strong keyboarding skills, and ability to learn and navigate new software quickly
    • Ability to multi-task and work with two computer monitors
  • EXPERIENCE: Banking experience preferred
  • EDUCATION: High school diploma or GED equivalent. Preferred: Some college
  • SALARY: Excellent Pay! Salary range for this position: $16.51 – $34.62 per hour. Compensation within the posted range is determined by a candidate’s education level and/or years of experience in the field. Generally, new employees are hired in the lower half of the scale.

Duties:

Provides knowledgeable, polite and helpful service to members by phone, mail, email and live chat regarding questions/concerns with accounts, existing loans, transactions, cards, services, policies, procedures, website, current promotions etc. Maintains current knowledge of credit union website, SEG relationships, forms, resources, eServices. Provides basic user support and troubleshooting for online banking and bill pay.

Exercises good listening skills to interpret members’ needs and concerns, provides suitable resolution options and takes appropriate actions in a timely manner, following established policies and procedures. Demonstrates attention to detail, accuracy, thoroughness and timely follow through while processing member requests.

Demonstrates effective and productive contact handling skills through attention to the queue, maintaining appropriate agent status, limiting hold times, dispositioning contacts, efficiently completing after-call wrap up work, and diligent CRM use. Exercises good judgment regarding use of time and resources relative to the service provided. Maintains good call control and defuses calls to limit the need for escalation. Strives to meet performance targets established for MSRs.

Analyzes accounts, offers resolution options, and provides tools, information and explanations for members to be able to effectively maintain their accounts. Purposefully recommends and cross-sells appropriate products and services to members in order to increase account relationships and retain membership in support of Credit Union goals.

Uses caution and follows established member identification and security guidelines to protect accounts and account information, and to limit detailed discussion of Credit Union operating procedures. Protects confidential information.

Utilizes applications, websites, reference and instructional resources in support of department functions. Reads and responds promptly to emails and other business matters. Maintains login credentials. Exercises good judgment in consulting supervisor for clarifications and assistance when unsure or while learning. Completes training assignments. Requests additional training as needed.

Reports to supervisor immediately: suspicious calls, requests or account activity; suspected malfunctions or problems with equipment or services; potential widespread problems affecting members or accounts.

Shows initiative in assisting with department operation and seeks additional work/responsibility within the department. Displays professional conduct and image, projecting Core Four values while dealing with members and coworkers, and in all other business matters.

Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.

Basic Duties and Responsibilities:

  • Builds knowledge of processes, procedures, products, services and resources.
  • Performs address changes, check reorders.
  • Performs transfers, collects fees, issues official checks, processes wire transfer requests, closes accounts.
  • Issues forms and paperwork used in the routine servicing of accounts to accountholders.
  • Accepts and processes check and ACH stop payments, processes NSF fee refunds.
  • Blocks/unblocks ATM, debit and credit cards. Orders cards.
  • Provides basic support and troubleshooting for electronic bill payments, funds transfer and phone, home and mobile banking services; unfreezes accounts, resets passwords.
  • Utilizes DocuSign and secure email effectively and according to established procedures.
  • Refers requests for research, document copies, adjustments and error corrections, as directed, to Operations Support.
  • Refers requests for technical or advanced e-Services support, as directed, to the Digital Branch.
  • Refers requests for servicing and changes to existing loans, as directed, to Loan Servicing.
  • Contributes to the development and achievement of department goals.
  • Performs other related duties of similar scope and complexity.

See attached full job description for more information regarding the job duties.

Equal Opportunity Employment

First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.

PI209865848

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