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At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our Leadership Competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices are aligned with our vision of fostering a resilient and forward-thinking organization. As such, we all hold ourselves accountable to the following:
Leadership Competency
Description
Demonstrates Interpersonal Awareness & Skills
- Conveys information clearly.
- Actively listens.
- Establishes and maintains constructive working relationships.
- Works cooperatively with others to achieve shared goals.
Embraces Change & Learning
- Actively seeks learning opportunities for continuous self-improvement.
- Champions, facilitates, encourages, and supports change.
- Drives innovative initiatives.
- Advocates for best practices.
Utilizes Critical & Creative Thinking
- Finds creative solutions to challenges.
- Questions existing methods to suggest improvements.
- Understands and contributes to business strategy.
- Thinks ahead and plans for future success.
Takes Personal Ownership
- Sets, understands, and strives to achieve personal and professional goals.
- Actively works with others to achieve goals and resolve conflicts.
- Takes personal responsibility for your actions and decisions.
- Seeks personal and professional growth opportunities.
The Member Care Representative I will assist members and potential members with telephone and email requests; Utilize Critical & Creative Thinking to explain and cross sell products and services, respond to problems and maintain a one contact resolution environment. The representative will also Take Personal Ownership by ensuring that all interactions with credit union members and internal team members are handled professionally, accurately, with high quality, optimal member service, integrity and profitability.
Pay: $19.00 - $20.00 per hour
Location: Portsmouth, NH (Hybrid)
Hours: M-F 8:00-5:30 (ET), rotating Saturdays 8:00am - 12:30pm
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We support both the hybrid and fully on-site work approaches.
The hybrid work model requires 2 days in-office each week, which is possible after the initial 8-week training period which consists of 3-4 weeks of training in our Portsmouth, NH Member Care Center followed by 8 weeks in the home Member Care Center. Please note there is always the potential requirement to work in-office due to employer needs and/or employee performance.
Essential Functions:
Assist members and potential members with telephone requests fostering a one call resolution environment. Assist members and potential members with online account openings. Maintain member follow up and maintenance through the CRM.
Fulfill member requests and seeks opportunities for products and services while looking for ways to deepen member relationships.
Participate in all required training and adhere to written policies and procedures of the credit union including BSA, OFAC and security.
Experience and Qualifications:
At least six months of fast-paced customer service experience.
Good organizational skills with proven ability to multi-task.
Ability to recognize and resolve member issues promptly, using courtesy and tact.
High school diploma or equivalent.
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Benefits We Offer:
- Employee loan discount
- Student loan/tuition assistance program
- Comprehensive medical/dental/vision +
- PTO and paid federal holidays
- Weekly paychecks
- 401k plan with employer match/profit sharing
- Participation in the Annual Incentive Plan
Additional Perks:
- Continued training and advancement opportunities
- Balanced/Predictable schedule; all locations close at 5pm and on Sundays
- Opportunity to join our many employee created Engagement Groups (e.g. Pride at Work, Women in Leadership, Book Club, Running & Walking)
- Local Volunteer Opportunities with employer contributed Volunteer Day
- Company Outings and annual Summit
- Hybrid work environments
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Equal Opportunity Employer
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