Member Service Representative I (Remote)

REMOTE POSITION AVAILABLE

Recognized by the city of Alexandria as a Gold Employer, the State Department Federal Credit Union (SDFCU) is dedicated to providing outstanding opportunities and professional development. Headquartered in Alexandria, VA, with assets exceeding $2.9 billion, we understand that our success is driven by our talented team members.

At SDFCU, we are committed to attracting and retaining top talent to ensure our continued success. Our tradition of exceptional service extends not only to our members but also to our employees. Through comprehensive internal training and workshops, we nurture professional strengths and provide ample opportunities for career advancement. Are you ready to join our dynamic team? We offer competitive salaries, exceptional health, dental, and vision insurance within the first 30 days of employment, a matched 401(K) plan with up to 4% SDFCU contribution, and much more.

Benefits and Perks of SDFCU Include:

• Diversity and Inclusion: Work in an environment that values and respects all team members
• Paid Holidays: Enjoy 12 paid holidays a year, including your birthday
• Flexible Work Options: Potential work-from-home options after the introductory period
• Generous Paid Time Off: Ample vacation and personal days to maintain a health work-life balance
• Tuition Reimbursement: Support for your ongoing education and career development
• Commute/Parking Incentives: Financial incentives for your daily commute
• Comprehensive Insurance: Access to excellent medical, dental, and vision insurance packages
• Gym Reimbursement: Stay healthy with our gym membership reimbursement program
• Team Bonding: Participate in company and team bonding events that foster a collaborative work environment

Join us at SDFCU and be part of a team that values excellence, innovation, and professional growth.

We are currently seeking a full time Member Service Representative I to join the team in our call center. The candidate must be dependable, be able to multi-task, and have strong communication skills, excellent interpersonal skills and the desire to work as a self-motivated team player in a dynamic and challenging work environment. The incumbent will also possess excellent phone etiquette, exceptional service skills and the ability to identify member needs in order to recommend and sell SDFCU products and services that meet those needs. This is a fast paced, goal oriented environment with weekly, monthly and annual production, service and sale goals. The ideal candidate will have the ability to work independently and as a team member to meet and exceed personal and departmental goals.

Essential Duties and Responsibilities:

• Answer incoming calls and maintain expected availability in a queued environment
• Meet productivity and call handling goals consistently
• Provide superior service by responding to member inquiries about account activity, programs, policies, and procedures
• Return calls promptly for escalated issues and ensure all follow-up actions are completed accurately and efficiently
• Achieve established sales goals by cross-selling credit union products and services
• Promote products and services in alignment with marketing initiatives
• Process various member transactions, such as transfers, loan payments, and stop payment
• Act as a troubleshooter for online banking and payment services
• Attend department meetings and training sessions.
• Stay updated on policies, procedures, and promotions.

Required Skills and Competencies:

• One year customer service experience with proven sales and service skills
• High School Diploma or equivalent
• Ability to handle a high volume of inbound calls efficiently
• Professional phone manner and good, clear speaking voice
• Ability to communicate effectively orally, with demonstrated listening skills
• Demonstrated resourcefulness and analytical skills
• Ability to utilize a Windows software environment
• Accurate typing of 35 w.p.m. desired
• Ability to write effectively with attention to grammar and composition
• Good organizational and time management skills

Schedule:

• Monday to Friday
• Weekends as needed