Overview
For more than 70 years, Northwest Federal Credit Union has provided valuable financial products and services for our members. Northwest offers employees a comprehensive benefits program including: medical and dental plans, paid time off, a generous 401k match, student loan assistance, parental leave, and the opportunity to grow professionally through a wide range of job-based, classroom and online training resources. Northwest Federal Credit Union has been recognized as a 2020 Top Workplace by The Washington Post and we believe that our success is built upon the excellence and achievement of our employees. Together, we serve and inspire to transform lives.
The e-Services Member Service Representative (MSR) position is a cross trained position responsible for a variety of responsibilities in the e-Services Department. As an MSR on the inbound Call Center Team, the agent handles a large volume of calls from new and existing members with a variety of requests. Using knowledge of Credit Union products and services, as well as outstanding member service skills, the MSR addresses issues, provides support, and offers information to service and build member relationships. MSRs are key players who assist the e-Services Team in achieving assigned annual sales and service goals. MSRs are responsible for interacting with appropriate areas of the Credit Union to ensure member needs and service issues are resolved timely and accurately. MSRs are responsible for taking "full ownership" of member issues until they are completely resolved. MSRs must stay current on operational, product, and system changes/enhancements, as well as demonstrate good risk management decisions to assist the branch in managing preventable losses and reduce fraudulent activity.
Responsibilities
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