Job Information
1st MidAmerica Credit Union Member Support Center Represenative in East Alton, Illinois
This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12312264
Department: Member Support Center Grade: 6
Reports To: Call Center Manager Classification: Non-Exempt
Supervises Direct: 0 Supervises Indirect: 0
Approved By: Vice of President Human
Resources Effective Date: 11/01/2011
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. Provides convenient loan service, by telephone, for members and
potential members.
Essential Functions & Responsibilities:
E 40% Assists members and potential members with their telephone requests including but not limited
to: verifying account information, processing payments and stop payments, verifying deposits,
transfer funds and answer questions about share accounts, share draft accounts, Visa cards, debit
cards, troubleshoot for problems with on-line banking, etc. Research and resolve routine member
questions and problems within established authority levels ; answers questions about products
and services and resolves member issues that are within their authority to resolve; refers issues
that are beyond their authority to their supervisor, along with their recommendations.
N 40% Answers loan questions, calculates payments, and takes loan applications on the phone from
members and potential members.
N 10% Identifies cross-sell opportunities and cross-sells services to members.
N 5% Maintains member account information on computer system.
N 5% Performs other job related duties required or 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:
1st MidAmerica Credit Union
Structured Compensation - Job Description
Member Support Center Representative
Data Year: 2025
Prepared On: 11/01/2024
Confidential Page 1 / 2
Experience One year to three years of similar or related experience. Prior call center experience is
preferred. 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). Experience in keyboarding.
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 Good listening and telephone skills; able to operate a 10-key calculator. Ability to operate a
computer keyboard; 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 lo cations 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 Center Representative
Data Year: 2025
Prepared On: 11/01/2024
Confidential Page 2 / 2