Salary: –

Description:

The Keene Family YMCA is seeking a part-time Member Services Representative to work at their Welcome Center. In this role you will deliver excellent service to all members, guests, and program participants, by creating a positive environment that promotes youth development, social responsibility, and healthy living in accordance with YMCA policies and procedures. The Y offers a competitive salary and benefits package, including free membership, and the opportunity to be part of a supportive team of dedicated professionals committed to strengthening community.

Essential Functions of the Member Services Representative

1. Builds personal and meaningful relationships with YMCA members, participants, volunteers, and guests. While exemplifying the Y’s commitment to the four-character values of caring, honesty, respect & responsibility and responds to all member and community inquiries in a timely manner.
2. Provides excellent service to members, guests, and program participants in the facility and on the phone, contributing to member retention.
3. Communicates effectively face-to-face and on the phone, while giving tours, answering questions or concerns or engaging in relationship building with members and prospective members.
4. Handles situations that may arise regarding membership status, facility usage, etc. Remains calm and in control even under adverse circumstances and refers to a supervisor when necessary. Informs the Member Services Director of all issues that may require further follow-up or that may arise again due to policy concerns.
5. Provides accurate and concise information regarding memberships, programs, and Y related information. Remains current on programs, events, policies, and procedures.
6. Enforces all YMCA policies including but not limited to facility usage. Monitoring the entry of all persons into the Y facility and enforcing policy accordingly.
7. Always looks and acts professional, including wearing a staff shirt, name tag, refraining from gossip and inappropriate behavior, and personal cell phone use.
8. Participates in staff meetings and/or related meetings.

Benefits:

part-time employees are eligible to receive the following benefits:

• Membership to the Y
• Flexible schedules
• Professional development opportunities
• 401a retirement plan with company match, plus option to contribute to a 403b retirement savings account
• The opportunity to work for a mission-driven organization and to make a real difference in the lives of others in your community

Requirements:

Must be available to work nights and weekends

MINIMUM QUALIFICATIONS:

Meets 80% to 100% of the following qualifications:

1. High School diploma.
2. Strong customer service, communication, computer, and problem-solving skills.
3. High level of confidence, patience, and attention to detail.
4. Ability to diffuse confrontational situations, and work in a fast-paced environment.
5. Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
6. A willingness to commit to the mission of the YMCA.
7. CPR and First Aid certified.
8. Ability to serve as a positive role model to staff, program participants, parents, and members.
9. Ability to perform duties with professionalism, enthusiasm, kindness, empathy, care, honesty, and respect.
10. Two or more years of experience using Windows or a proven track record of technology dexterity and adaptability to innovation.

PREFERED LEVEL QUALIFICATIONS:

1. Extensive training and work experience with diverse populations.
2. Five years of experience working at a Welcome Center at another YMCA
3. Two or more years of experience working with DAXKO Operations in a YMCA setting.
4. Four or more years of experience in Customer Service.
5. Two or more years of office/clerical/customer facing work experience.
6. Two or more years of experience using a membership software.

About Us
The Keene Family YMCA is a 501(c)3 charitable organization, committed to strengthening our community through programs and services focused on Youth Development, Healthy Living, and Social Responsibility. We are only impactful in our work when we have dedicated, knowledgeable, passionate staff who believe in our cause.

Perhaps YOU are the cause-driven leader we are looking for that can build personal and meaningful relationships with YMCA members, participants, volunteers, and guests, while exemplifying the Y’s commitment to Diversity, Equity, and Inclusion and the four-character values of Caring, Honesty, Respect & Responsibility.

All positions require passing a background check.

The Keene Family YMCA is an Equal Opportunity Employer (EOE), and prohibits discrimination on the basis of race, color, national origin, sex, sexual orientation, religion, age, disability, marital or family status.

Compensation details: 13-16 Hourly Wage

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Salary: –

First Financial Federal Credit Union Job Description

Job Title: Member Services Representative (MSR) I, II, III

Department: Member Experience – Contact Center

Reports To: Member Services Contact Center Supervisor

Salary Grade(s): 6, 7,8

EEO-1 Job Class: 5 – Administrative Support Workers

FLSA Status: Non-exempt

Full-time

Part-time

Temporary

Location: 72 Loveton Circle Sparks, MD 21152

In office position with the opportunity to work a hybrid schedule after a probationary period.

Function:

Responsible for providing an exceptional member-centric experience by handling every potential, new, and existing member with patience, empathy, and enthusiasm. Offer members a comprehensive, all-in-one experience to meet their financial needs, covering education, services, and sales. This includes account opening, maintenance, and transaction processing, with an emphasis on consultative conversations to strengthen relationships and establish trust as a financial expert. Actively promote a variety of banking solutions to enhance a member’s service experience and achieve their financial goals.

Position Requirements:

GENERAL:

• Maintain a professional and friendly demeanor, able to quickly build rapport with members across various communication channels, while ensuring confidentiality is always upheld.
• Highly detail-oriented and service-driven, with strong listening, written, and verbal communication skills.
• Proficiency in reading, writing, and speaking Spanish is a plus.
• Capable of working both independently and as part of a team.
• Proficient in navigating both new and existing credit union systems, essential for the daily responsibilities of the role.
• Promotions are based on demonstrated performance, manager recommendations, and/or completion of required training.

EXPERIENCE:

• One (1) or more years of customer service or sales experience, with Contact Center experience a plus.
• Industry experience may qualify candidates for hiring at an advanced level.

EDUCATION:

• High School Diploma or GED equivalent required.
• Ability to obtain and maintain job-related certification if no job-related advanced degree.
• Meet or exceed continuing professional education (CPE) requirements.

Duties:

Member Experience

• Deliver a personalized and seamless experience for members, addressing all their financial needs across multiple channels.
• Use training and available resources to understand our services and products, effectively communicating features and benefits to members.
• Demonstrates initiative by seeking opportunities to grow in responsibility, building knowledge and expertise to assist with more complex member requests.
• Engage in consultative conversations with members, asking open-ended questions to uncover needs and life events, and educate them on products and services. Provide appropriate recommendations to strengthen relationships and position yourself as a trusted advisor.

Member Services

• Develop expertise in identifying and assisting members with fraud, account takeover, or identity theft, making necessary account changes to protect their information, and escalating cases when needed.
• Open accounts, perform member maintenance requests, process transactions accurately, and support operational tasks as required.
• Utilize the CRM (Customer Relationship Management) system and other tools to foster relationship-building conversations, ensuring a consistent approach to onboarding new members and expanding existing relationships.
• Identify consumer lending opportunities and collaborate with the centralized lending team to ensure a seamless and successful member experience.

Operational Responsibilities

• Mitigate risk by adhering to relevant regulations, policies, and procedures, exercising sound judgment within established guidelines, and maintaining confidentiality.
• Utilize practical knowledge of digital solutions and technology to assist members and effectively address their concerns.

Support Functions

• Support daily operations of the contact center and meet member service and product needs as required by the digital channel (voice, text, chat, video, etc.)
• Provide regular support to other credit union departments as needed.

Performs other related duties of similar scope and complexity as needed.

Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.

Equal Opportunity Employment

First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.

Compensation details: 18-26 Hourly Wage

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