Member Service Representative
4 weeks ago
+ deposits, withdrawals, check orders, statement printing, stop payments, wire requests, and loan payments in lobby and drive up environments. Supports other teams as work volume indicates. Balances all instruments including cash, check negotiation, and transaction posting daily.
+ Problem Resolution: Owns Member issues through resolution. Troubleshoots and resolves inquiries in a timely, friendly and accurate manner. Escalates Member feedback to Management and makes Member call backs to support Net Promoter efforts. Treats Members and Employees with professionalism, courtesy, respect and empathy through challenges. Keeps the TDECU Mission, Vision, and Purpose at the top of mind when dealing with challenging situations.
+ Achieves personal sales goals by cross-selling platform products such as checking and savings, credit cards, loans, CDs Money Markets and making partner referrals to insurance, investments and mortgage. Builds and maintains required knowledge of TDECU products and services in order to cross-sell. Utilizes systems to be well-informed about the Members current relationship with TDECU.
+ Educates members on emerging and existing credit union technology and digital solutions such as mobile, online, and ATM offerings for their convenience. Troubleshoots basic issues and escalates more complex issues as needed.
+ Actively participates in community development activities as assigned in the support of the Credit Unions Mission, Vision, Purpose and Values.
+ Completes all mandatory compliance testing on time. Implements processes as required by the Bank Secrecy Act and TDECU policies and procedures.
+
**Minimum Qualifications:** *(Education, Licensure, Experience, Knowledge, Skills, and Abilities)*
**Education:**
High School Diploma or equivalent mix of education and experience is required. Additional training is preferred.
**Licensure:**
**N/A**
**Experience:**
Previous experience in cash handling, banking, customer service or hospitality is preferred.
**Knowledge, Skills, and Abilities:**
+ Attention to details to work with numbers and names in a fast-paced environment
+ Demonstrate Strong interpersonal communication such as courtesy, tact, and diplomacy
+ Provides world class REAL Service
+ With experience, demonstrates and coaches job-required skills and behaviors for newer team members.
+ Innate ability to demonstrate proactive and positive attitude toward members, supervisors, co-workers and the credit union. Maintains positive service approach with Members through challenging situations.
+ Strong oral and written communication skills; ability to speak and write clearly and effectively
+ Dedication to meeting the expectations and requirements of internal and external members
+ Ability to effectively prioritize tasks to use time efficiently and to attend to a broad range of activities. Planning and Organization skills
+ Ability to generate new and unique ideas as solutions to operational or member service issues, and develop non-traditional ways of doing business
+ Must be able to operate a ten key calculator and computer keyboard by touch
+ Availability to work with the Credit Unions core business hours. Saturday hours are required in this role.
+ Ability to troubleshoot smartphones, tablets, PCs and to assist members with online banking/mobile banking with completion of TDECU training
+ Strong attention to detail
+ Demonstrated ability to understand and resolve problems to the satisfaction of a customer/Member.
+ Ability to use feedback for continuous improvement and development.**Physical Demands and Work Environment:**
*(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)*
+ While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.
+ Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
+ The noise level in the work environment is usually moderate.**Disclaimer:**
*The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.*
locationFreeportlocationFreeport
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