This job posting will close on January 24th, 2025.
Join our team
Rivermark Community Credit Union and Advantis Credit Union officially merged in 2024, coming together for good as Rivermark Community Credit Union. Our united mission is to be the leader in fostering financial wellness for our members and the community across Oregon and SW Washington, including historically marginalized and underserved populations.
Rivermark is committed to transforming lives and communities together. So, if you’re looking for a career where meaningful work, inclusion, value, and recognition are paramount, then you belong here.
Our commitment to inclusion
Rivermark celebrates differences and fosters an environment where individuals can show up every day as their authentic selves. It’s part of our fundamental commitment to a culture of belonging for our employees, members, and community partners. See what inclusion looks like at Rivermark, and learn more on our website.
Position overview:
The Member Service Representative is responsible for handling existing member accounts, building strong relationships, and delivering exceptional member service. Assists members by phone with account maintenance, disputes, general loan inquiries, and IRAs. Employs strong communication skills to identify key needs and achieve effective resolutions. Uses consultative selling techniques to identify opportunities and offer recommendations on deposit accounts, loans, and services to enhance member relationships. Keeps current on Credit Union policies, procedures, and offerings to provide accurate and knowledgeable support.
Primary Responsibilities:
- Assists members with financial transactions through multiple channels within the Contact Center. Includes, but not limited to phone, follow up with partners, faxes and emails.
- Assists members with general account maintenance and servicing accounts. Handles complex requests, such as, but not limited to disputes, deceased member accounts, digital banking troubleshooting including lock & unlock of access. Works with internal partners for advanced issues and complaint handling.
- Effectively uses available resource materials and engages additional assistance as necessary to arrive at a resolution. Ensures quick and appropriate responses to member requests and build deeper member relationships. Provides exceptions on member accounts and requests per access levels for this position when appropriate.
- Adheres to call quality requirements on each call or interaction set by Credit Union procedures.
- Ensures adherence to Credit Union policies and Procedures. Ensures effective and up-to-date documentation. Adhering to the security requirements and verification. Identifying and responding to red flags in an appropriate and throughout manner.
- Maintains a working knowledge of the credit union’s products, services, data processing system, including accessing information on the web, knowledge base system and intranet.