Customer Service Representative

4 weeks ago

Maryland City, Maryland, United States Tower Full time
Job Summary

The Member Service Center Representative plays a vital role in providing exceptional service to our members, ensuring their needs are met and exceeded. This position requires a strong understanding of our products and services, as well as excellent communication and interpersonal skills.

Key Responsibilities
  • Serve as the primary contact for all potential, new and existing members, providing timely and accurate assistance with their inquiries and requests.
  • Process all member requests through various systems, ensuring compliance with all Tower policies and procedures.
  • Interview and evaluate consumer loan applications, verifying appropriate documents and following funding procedures.
  • Perform monetary transactions and account maintenance updates, including check orders, account distributions, stop payments, ATM/Debit card requests, address changes and account ownership maintenance or issues.
  • Resolve product or service problems by clarifying the member's concern, determining the cause of the problem, selecting and explaining the best solution, expediting corrections or adjustments, and following up to ensure resolution.
  • Deliver high-level loan and account service to potential, new, and existing members, assessing their financial needs, identifying relationship opportunities, and matching appropriate products and services to meet their financial needs and the goals of the credit union.
  • Participate in all required credit union compliance and product knowledge training, applying knowledge gained throughout training to all relevant job duties, demonstrating thoroughness and accuracy of compliance knowledge in all verbal explanations to members and through completing of all required forms and documents.
  • Maintain an awareness of security risks in the areas of member identification, membership eligibility, and confidentiality.
  • Review features and benefits for products/services, handle any objections/questions, and conduct necessary follow-up or referral to appropriate department or CUSO, selling products and services through effective use of sales skills and extensive product and service knowledge.
  • Conduct outbound sales calls to members for various credit union initiatives, mainly in the area of automobile and credit card recaptures.
  • Liaison between other TFCU departments and vendors - FIS, Harland, COOP.
  • Initiate follow-up service calls to existing members to enhance the relationship and ensure satisfaction with service provided.
  • Process wire transfers via the phone, adhering to all policies and procedures.
  • Perform initial troubleshooting for technological issues from members related to our web site applications, including computer, internet, browser, online and mobile banking, and bill payment issues, to provide timely resolutions to members.
  • Open new accounts through the Andrea software, verifying appropriate documents and verifying funding of accounts, responsible for reporting any fraudulent attempts to the Fraud or Auditing department.
  • Access the Mortgage Teller software program to obtain answers to basic questions for Real Estate Loans.
  • Assist members with Mortgage questions and when applicable, submit Member Contact request form.
Requirements
  • High school diploma or equivalency.
  • Sufficient interpersonal skills to positively represent the Credit Union during member interaction.
  • Ability to effectively operate PC (using a Windows Operating system) and other office equipment.
  • One year of experience providing direct customer/member service preferably in a business office setting.
  • Demonstrated ability within 9 months to meet expectations of the competencies for the MSCR I position.

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