Member Services Representative

2 months ago

Knoxville, Tennessee, United States UT Federal Credit Union Full time
SUMMARY:

The Member Services Representative is responsible for addressing and responding to inquiries from members through the telephone contact center. This role is essential in providing exceptional service to both current and prospective members via various communication channels. As the first point of contact, the representative embodies the values of UT Federal Credit Union by delivering professional, courteous, and helpful assistance.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to:
  • Delivering friendly and responsive service to all members while fostering positive relationships with both members and colleagues; adhering to the service standards set by UT Federal Credit Union.
  • Effectively managing complaints and resolving issues while responding to inquiries through phone, email, and other forms of communication.
  • Possessing a comprehensive understanding of credit union consumer products and services, including but not limited to:
    • Share and share draft accounts
    • Certificates
    • Loan products
    • Credit and Debit card services
    • Online/Mobile/Telephone banking
    • Wire transfers
    • Direct deposits
    • Payroll deductions
    • Other services as directed
  • Demonstrating a foundational knowledge of credit union business products and services.
  • Processing members' financial transactions and maintaining member account files accurately and efficiently within established authority levels.
  • Educating members on suitable products and services to enhance their experience and achieve referral and sales goals.
  • Upholding the highest level of confidentiality regarding all member information.
  • Mitigating risk by accurately handling member requests for stop payments and disputes regarding unauthorized transactions.
  • Providing support to fellow credit union employees in electronic interfaces, including online and mobile banking.
  • Performing daily operational duties, such as balancing transactions at the beginning and end of the day.
  • Preparing and maintaining assigned reports.
  • Actively participating in meetings to stay informed about organizational matters and promotional initiatives; remaining current on policies, procedures, and regulations.
  • Engaging in training opportunities to enhance job knowledge and performance, while taking initiative for personal career development.
PERFORMANCE STANDARDS:

Member Services Representatives are expected to exhibit excellent communication skills, actively listening to member needs and providing knowledgeable advice on products and services in a friendly manner. They should demonstrate patience and empathy while being responsive to both members and employees. Successful representatives will be organized, focused, and capable of thinking on their feet, consistently achieving referral and sales goals by identifying appropriate products and services for members. A collaborative spirit and adaptability in a dynamic environment are essential traits.

MINIMUM REQUIREMENTS:
  • Upholding the highest ethical standards.
  • Maintaining a positive attitude and flexibility while adhering to established practices and policies.
  • Promoting awareness of the credit union's mission and brand.
  • Complying with the service standards established by the credit union.
  • Possessing strong knowledge of financial products and services.
  • Demonstrating sales skills and the ability to meet sales goals.
  • Exhibiting regular and predictable attendance.
  • Communicating professionally with excellent verbal and written skills.
  • Maintaining a professional appearance in line with the established dress code.
  • Demonstrating technological proficiency, including computer literacy.
EDUCATION/EXPERIENCE:

A high school diploma (or GED) is required, along with 6 months to 2 years of relevant experience in customer service, a financial institution, or a sales environment; or an equivalent combination of education and experience.

QUALIFICATION REQUIREMENTS:

To perform this role successfully, an individual must be able to fulfill each essential duty satisfactorily.

LANGUAGE SKILLS:

Ability to read and interpret forms, account entries, credit union documents, and procedure manuals. Ability to write routine reports and communicate effectively with members.

MATHEMATICAL SKILLS:

Ability to perform basic mathematical operations and compute rates, ratios, and percentages.

REASONING ABILITY:

Ability to apply common sense to carry out instructions and address problems involving variables.

PHYSICAL DEMANDS:

The physical demands of this position include regular sitting for extended periods, using hands for various tasks, and the ability to speak and hear clearly.

WORK ENVIRONMENT:

This role is performed in an office setting, which may have fluctuating temperatures and moderate noise levels due to multiple phones and equipment.

MENTAL DEMANDS:

The mental demands include being alert to member needs, resourceful in problem-solving, and precise in updating member accounts.

Thank you for considering a position with UT Federal Credit Union. All offers of employment are contingent upon the successful completion of a comprehensive background check.

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