Member Relations Specialist

Closing Date: September 16, 2010

Company:	American Heritage Federal Credit Union Philadelphia, PA
Job Location:	Philadelphia, PA (Philadelphia County)
Employment Type:	Full Time
Department:	Red Lion Road (Carriage House)
Salary Range:	$29,411 $36,774 $44,137

Description:

Position:
Member Relations Specialist

Department:
Call Center Branch

Reports to:
Assistant Branch Manager / Branch Manager III

Duties:

Must meet the following standards of service as evaluated by our internal and external members.
•I will provide accurate information.
•I will respond and follow through with all requests in the agreed upon time frame.
•I will conduct myself in a friendly and professional manner.
•I will listen effectively and offer solutions appropriate to you individual needs.
•I will project a “whatever it takes” attitude.
•I will address you by name and thank you for your business.
•Contact members via phone and establish relationships through solving member problems (if applicable), answering member questions and creating financial options which lead to sales closures and quality referrals, via the Relationship Manager, uMonitor Programs, etc.
•Interview loan applicants on the telephone, processes logs, and prepares loan applications using the automated loan approval system and distributes to loan officers for their approval.
•Gather background information on members through obtaining credit bureau reports and offering alternative cost saving financial solutions to member while enhancing relationships and providing ultimate member service.
•Make courtesy phone calls to ensure that members received debit cards, checks and any other information applied for with the credit union.
•Assist members with questions regarding all products and services within credit union, via the Inbound or Outbound Queues. Cross sell all credit union products and/or services.
•Mail or fax loan applications and other pertinent account applications and/or information to members and prospective members.
•Must have professional, well-developed interpersonal skills essential for serving members and staff while projecting a positive image as a representative of the Credit Union.
•Provide assistance and back up to Call Center Representatives.

Qualifications:

•Work requires knowledge of lending products, deposit products, and interest rates, for both consumer and business accounts. Knowledge of interviewing skills and telemarketing techniques also required.
•Requires judgment to apply broader aspects of established practices to situations, which go beyond clear, concise guidelines.
•At least one year of experience in a call center of a credit union or financial institution required.
•Work requires intermediate working knowledge of Symitar, Word and Excel.
•Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.)

EDUCATION
•Associate’s Degree in Business Administration or a related field or the equivalent experience required.
•Position may require licensing (series 6 & 63) and training in the interview/consultation and input of mortgage applications.

WORK HOURS
•Full time position (Monday through Friday 9:00 a.m. – 6:00 p.m. with rotating late nights and Saturday hours)- hours may vary depending upon credit union needs

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