Member Support Specialist I

Member Support Specialist I

CLASSIFICATION: Non-Exempt

SUPERVISES: N/A

REPORTS TO: Member Support Manager, Director of Support Operations, VP of Operations

Purpose

Provide comprehensive member support by delivering accurate information, processing transactions, and resolving member requests across all communication channels. Ensure exceptional service quality while assisting members with troubleshooting, account research, and expanded support functions within the Member Support Center.

Duties and Responsibilities

Member Support & Service Delivery

• Serve members in a pleasant, professional, and efficient manner via phone, online channels, and written correspondence.

• Adhere to GHFCU Sales and Service Standards.

• Manage call flow and return all calls promptly, including status updates.

• Maintain a positive, cooperative, and professional attitude with members and employees.

Account Servicing & Transactions

• Perform general account servicing

• Answer questions regarding share accounts, checking accounts, and open loans; forward new loan requests to lending queues.

• Provide member support for wire transfers and complete designated portions of the wire process as outlined in credit union procedures.

• Log and prepare daily mail for branch processing; process returned mail per established procedures.

• Complete authorized information requests from Social Security, mortgage companies, and other third parties.

Digital Banking & Troubleshooting

• Assist members with online banking, mobile banking, remote check deposit, and other digital tools.

• Troubleshoot login issues, password resets, device compatibility problems, mobile app errors, and navigation challenges.

• Review remote check deposits and ATM check deposits submitted by members, ensuring accuracy and proper handling.

Account Research & Issue Resolution

• Research and resolve complex member questions, problems, and complaints related to credit union accounts.

• Conduct detailed account research to ensure accurate follow up and member satisfaction.

• Continuously monitor and respond to all inbound support channels.

Cross Functional Support

• May cross train and assist with Payment Operations tasks and processes as needed

• Support outbound calling initiatives and other marketing or operational campaigns as requested.

• Report trends in member issues to leadership to identify potential credit union wide concerns.

Product Knowledge & Member Guidance

• Remain current and knowledgeable on all credit union products, services, digital tools, and operational procedures.

• Cross sell credit union products and services when appropriate.

• Assist members with basic loan questions and transfer to a loan officer when additional expertise is required.

Teamwork & Professional Standards

• Maintain strict confidentiality of all member and employee information.

• Assist coworkers within the Member Support Center as needed; demonstrate strong teamwork and collaboration.

• Be available to work according to the Member Support Center schedule, acknowledging that future Saturday or extended hours may be added.

• Perform other duties as assigned.