MEMBER EXPERIENCE REP

## Description

**Role:**

To assist members and potential members with their telephone, video, email, and chat requests; explains services, responds to problems, and directs phone calls to the appropriate area.

**Essential Functions & Responsibilities:**

• Assists members and potential members with their telephone, email, video, chat, and online banking requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.
• Identifies cross-sell opportunities and cross-sells services to members.
• Performs department side duties as assigned.
• Ensures the appropriate records are maintained and required reports are prepared.
• Assists other departments as needed.
• Maintains member account information on computer system.
• Performs other job-related duties required or assigned.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

## Qualifications

**Knowledge and Skills:**

Experience: One year to three years of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills: Must have good communication skills. Ten key calculator and computer keyboard by touch. Must be good with detail to deal with numbers and names.

Physical Requirements

• Work Environment: No hazardous or significantly unpleasant conditions (such as in a typical office). Position is not eligible to work remotely.
• Must be willing to work at any Columbia, Missouri location.
• *Multipli Credit Union is a participant in E-Verify, which allows verification of eligibility for employment in the United States for all applicants.*