Job Information
1st MidAmerica Credit Union Member Support Center Assistant in East Alton, Illinois
This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12312284
Department: Member Support Center Grade: 5
Reports To: Call Center Manager Classification: Non-Exempt
Supervises Direct: 0 Supervises Indirect: 0
Approved By: Vice of President Human
Resources Effective Date: 02/01/2016
Revised Date: 05/15/2022
Role:
To assist members and potential members with their telephone requests; explains services, responds to problems,
and directs phone calls to the appropriate area.
Essential Functions & Responsibilities:
E 65% Assists members and potential members with their telephone requests including but not limited
to: verify account information, process payments and stop payments, verify deposits, transfer
funds and answer questions regarding share accounts, share drafts, VISA cards, debit cards,
troubleshoot problems with on-line banking,. Research and resolve routine member questions
and problems within established authority levels; refers issues outside these authority levels to
Manager, along with recommendation for resolution.
N 10% Answers questions about products and services for members. Identifies cross-sell opportunities
and cross-sells services to members.
N 10% Maintains member account information on computer system.
N 10% Completes all other tasks, assignments or functions as assigned and/or required.
N 5% Performs other duties as assigned.
Performance Measurements:
1. Provide informed, prompt, professional and accurate service and support to all members and associates by
answering the telephone within defined response time.
2. Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.
3. Process member transactions with zero unresolved errors.
4. Successfully recommend a relevant new product or service to all members during the course of telephone
interaction.
5. Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with
applicable regulations.
6. Direct all telephone calls to the appropriate person with minimum transfers.
Knowledge and Skills:
Experience One year to three years of similar or related experience.
Teller or cash handling experience preferred.
1st MidAmerica Credit Union
Structured Compensation - Job Description
Member Support Assistant
Data Year: 2025
Prepared On: 11/01/2024
Confidential Page 1 / 2
Skilled in using Microsoft Outlook for sending and receiving email.
Working knowledge of credit union products and services.
Experience with financial operation systems strongly preferred.
Basic reading, writing and intermediate math skills (capable of calculations involving
decimals, percentages and fractions).
Skilled in keyboarding and 10-key
Education A high school education or GED.
Interpersonal Skills Work 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 Skills Able to proficiently utilize PC and Internet applications
Able to make decisions with minimum information.
Physical
Requirements
Must be able to sit for long periods of time.
Work Environment
Disclaimer:
Must be able to work and travel to different credit union locations as determined by management.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
DatePrinted Employee Name
Employee Signature
1st MidAmerica Credit Union
Structured Compensation - Job Description
Member Support Assistant
Data Year: 2025
Prepared On: 11/01/2024
Confidential Page 2 / 2