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 provides 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.
  • Handling complaints, resolving issues, and responding to inquiries through phone, email, and other forms of communication.
  • Possessing a comprehensive understanding of credit union consumer products and services, including policies and regulations, to assist members effectively with:
    • 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 required
  • Demonstrating a basic understanding of credit union business products and services.
  • Efficiently processing financial transactions and maintaining member account files within established authority levels.
  • Educating members on suitable products and services to enhance their experience and meet referral and sales goals.
  • Maintaining confidentiality regarding all member information.
  • Mitigating risks by accurately processing requests for stop payments and disputes of unauthorized transactions.
  • Providing support to colleagues in electronic banking interfaces.
  • Performing daily operational duties, including balancing transactions.
  • Preparing and maintaining assigned reports.
  • Participating in meetings to stay informed about organizational matters and promotional initiatives; keeping up-to-date with policies and regulations.
  • Engaging in training to enhance job knowledge and performance, while seeking opportunities for personal development.
PERFORMANCE STANDARDS:

Member Services Representatives are expected to exhibit excellent communication skills, actively listen to member needs, and provide knowledgeable advice on products and services in a friendly manner. They should demonstrate patience, empathy, and responsiveness when interacting with members and colleagues. Successful representatives will be organized, focused, and capable of adapting to dynamic situations while consistently achieving sales goals through identifying member needs.

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 values.
  • Complying with service standards.
  • Possessing strong knowledge of financial products and services.
  • Demonstrating sales skills and achieving sales targets.
  • Exhibiting regular and predictable attendance.
  • Communicating professionally through excellent verbal and written skills.
  • Adhering to the established dress code.
  • Exhibiting 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, financial institutions, or sales, or an equivalent combination of education and experience.

QUALIFICATION REQUIREMENTS:

To succeed in this role, individuals must effectively perform each essential duty.

LANGUAGE SKILLS:

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

MATHEMATICAL SKILLS:

Ability to perform basic arithmetic 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, using hands for tasks, and effective communication. The employee may occasionally need to stand, walk, or lift up to 30 lbs.

WORK ENVIRONMENT:

This role is performed in an office setting with moderate noise levels and may involve working in a confined space.

MENTAL DEMANDS:

The position requires alertness to member needs, resourcefulness in problem-solving, and precision in account updates. Representatives must manage a fluctuating volume of calls and effectively handle interactions under stress.

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

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