Part-Time Member Experience Associate I job in Beaumont at MOBILOIL FEDERAL CRE

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Member Services Associate

Beaumont, TX

MOBILOIL FEDERAL CRE Beaumont, TX

Part-Time

Job

Description

Salary

Skills

Job Description

Role:

To assist members with their financial transactions, including cash exchanges, processing payments and issuing and accepting negotiable instruments. To provide routine information concerning all credit union products and services. Supports sales and service culture throughout the company, training objectives and any other initiatives as directed.

Knowledge and Skills:
ExperienceOne month to twelve months of similar or related experience.EducationA high school education or GED.Interpersonal SkillsWork involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.Other Skills1. Strong interpersonal skills are a prerequisite necessary to the position.
2. Ability to operate general office equipment and other credit union provided equipment.
3. Must be able to operate related computer software as provided by the credit union.
4. Ability to grasp the effects of member requests as they relate to individual accounts.
5. Willingness to learn and progress within job role.
6. Ability to work as a member of a team and embrace the credit union philosophy and the credit union mission, vision, and core values.
7. Knowledge of common scam and fraud prevention practices.
8. Possess fundamental knowledge of the financial industry, including an understanding of the check clearing process along with negotiable instruments and collections.
9. Knowledge and understanding of the basic processes of other credit union departments and branches.

Tasks

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

Check to ensure that appropriate changes were made to resolve customers' problems.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

Refer unresolved customer grievances to designated departments for further investigation.

Determine charges for services requested, collect deposits or payments, or arrange for billing.

Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

Solicit sales of new or additional services or products.

Order tests that could determine the causes of product malfunctions.

Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.

Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.

Review insurance policy terms to determine whether a particular loss is covered by insurance.

Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.

Skills

Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Speaking - Talking to others to convey information effectively.

Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Persuasion - Persuading others to change their minds or behavior.

Service Orientation - Actively looking for ways to help people.

Knowledge

Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.

Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

How would you handle a difficult customer complaint?

Answer

I would listen attentively, empathize with their frustration, and offer a solution that meets their needs.

How do you prioritize tasks when faced with multiple deadlines?

Answer

I would assess the urgency and importance of each task, create a plan, and communicate with team members if necessary.

Tell me about a time when you went above and beyond to provide excellent customer service.

Answer

In my previous role, a customer had a complex issue. I researched extensively, collaborated with colleagues, and resolved it to their satisfaction.

About the Member Services Associate role

Customer Service

Member Services Associate

As Member Service Associates, we are responsible for providing support and service to clients of a membership-based organization. We respond to requests and complaints, make sales, and provide information about the organization and its services. Answering and directing calls and assisting clients with membership-related issues is one of our main responsibilities. We process transactions, resolve complaints, and provide information on the membership policies and fees. We identify member needs, investigate their issues, and resolve them. Working as Member Service Associates, we assess member eligibility, document all inquiries, and maintain accurate membership records.