This position reports to the Member Service management staff and provides expedient and efficient assistance to all types of member inquiries, primarily through phone contact and utilizing multiple systems and programs. Cross-sells Landmark products and services. Assists Team Leader as a resource for new and less experienced Member Service Representatives, providing job shadowing and support on call escalations.

1. Answers members’ inquiries regarding services and their personal accounts. Finds solutions for problems or errors, and corrects them.

2. Performs transactions for the members per telephone requests.

3. Educates members on the use of available automated systems in order to reduce the number of calls and sets them up for such services.

4. Sets up and maintains files on various third party systems.

5. Cross-sells other products and services to the members.

6. Responds to debit card inquiries, including: adding travel alerts to member cards, verifying response codes and opening up cards that are blocked or experiencing fraud, investigating card activation status and expiration dates, and verifying when cards have been ordered.

7. Assists Team Leader as a reference and information source to less experienced Member Service Representatives. Provides support on call escalations, assists in training efforts and helps motivate during sales contests. 

8. Performs other duties as assigned.

Required Skills Required Experience

1. High School Diploma and two years of call center experience. Call center experience in a financial services organization is preferred.

2. Has completed or has the ability to complete the Senior Member Service Representative learning curriculum.

3. Consistent demonstration of meeting customer service and cross-selling goals.

4. Excellent verbal and written communication skills, problem solving skills, organizational skills and the ability to work independently.

5. Must have experience or be able to gain proficiency in all programs and systems used for this job.

6. Bilingual skills helpful but not required.

7. Must have a thorough understanding of company polices and procedures as they relate to the position. Must understand and comply with all jobs related State and federal laws and regulations.

EO/AA Employer; including veterans and individuals with disabilities.