POSITION PURPOSE

Builds strong relationships with members in a professional, efficient courteous manner, and responds to member inquiries primarily by telephone, email and online. Backs up and support teller activities, as assigned. Serves members promptly and professionally. Creates a seamless remote member experience, while maintaining our brand persona and mission. Performs a broad variety of member services functions such as opening and closing accounts, renewing certificates, and assisting members with account inquiries and problems as well as processing transactions. Answers members’ questions regarding Credit Union services provided and performs a variety of account maintenance duties. Actively cross-sells Credit Union services. Acts as a backup vault teller. Assists as needed with business development activities.

1. Assumes responsibility for the efficient, effective, and accurate performance of the Member Relations Department, with primary emphasis on remote services.

a. Represents the Credit Union in a courteous and professional manner.

b. Accepts deposits and payments. Processes cash advances, cashiers’ checks, money orders, wire transfers, and similar transactions. Disburses check withdrawals.

c. Processes transfers. Receives and processes ACH deposit distributions, stop payments, loan payments, and maintenance. Processes auto funds transfers for transfers and loan payments.

d. Monitors promise deposit amounts, and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly.

e. Opens and closes accounts.

f. Orders checks and debit cards for members’ accounts. Assists member in establishing a full-service account with the Credit Union.

g. Assists in setting up and troubleshooting electronic services products.

h. Answers questions and solves problems for members by listening to problems, collecting data, securing answers, and reporting results to the inquiring party. Resolves member account problems. Takes stop payment orders.

i. Receives and directs member telephone calls, emails and electronic requests. Responds to inquiries and questions if possible or directs them as necessary.

j. Keeps members informed of Credit Union services and policies, including types of accounts, interest and dividend rates, payment/deposit methods, current promotions/specials and other related services.

k. Maintains and projects the Credit Union’s professional reputation. Protects the Credit Union brand and reputation. Maintains privacy of member account information.

l. Receive and respond to inbound e-mail and live chats; gather and verify required information



2. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.

a. Assists area personnel as required.

b. Keeps supervisor informed of area activities and of any significant problems or concerns.

c. Completes required reports and records accurately and promptly.

QUALIFICATIONS

EDUCATION/CERTIFICATION: High school graduate or equivalent.

REQUIRED KNOWLEDGE: Knowledge of credit union operations, policies and procedures. Basic understanding of Company operations.

EXPERIENCE REQUIRED: Must have one (1) year experience in fast pace call center environment.

SKILLS/ABILITIES: Must have proven record of great customer service skills - passion for helping people.
Enjoy fast-paced, challenging team environment.
Excellent written and communication skills.
Proficient computer skills.