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.


ESSENTIAL FUNCTIONS AND BASIC DUTIES

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

m. Actively listen to the members, taking their request for product or services and suggesting products and services that will benefit them.

n. Provide information to the customer and place appropriate notes in system indicating exactly what action was taken or needs to be taken.

o. Learn and retain a thorough working knowledge of all existing and new products and services.

p. Complete call logs and produce call analysis reports.


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.

d. Attends meetings as required.

e. Vault teller duties (Acts as a Back-up to Member Relations Specialist):
i. Safeguarding of vault contents
ii. Ensuring cash and negotiable instruments are maintained at an appropriate level
iii. Inventory of cash and negotiable instruments per policy and procedures
iv. Ordering of cash and shipment of damaged, destroyed, mutilated, or unused currency.
v. Nightly vault balancing
vi. Replenishment of ATM cash, as appropriate.
vii. Performs monthly audits.
viii. Monitoring cash drawers for cash needs or excess cash.





3. Specific Tasks, Duties & Functions.

Profile every member while processing service transaction(s) identifying opportunities to help members relative to product or service offerings. Cross sell products and services effectively by initiating referrals to Lending, Member Relations and Business Development Departments.

Identify, investigate, and resolve member concerns, as well as process and complete member transactions in a timely and efficient manner. Update and maintain accurate member and Credit Union account information. Achieve performance standards commensurate to quality in call volume, efficiency, responsive/follow-up and referrals in a fast-paced environment.

Perform other duties as assigned.


PERFORMANCE MEASUREMENTS

1. Remote services functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.

2. Electronic service usage is promoted and goal metrics are met.

3. Telephone analytics: calls are handled efficiently and well within performance standards.

4. Good business relations exist with members. Members’ problems or questions are courteously and promptly resolved.

5. Departmental and individual sales goals are met.

6. Good working relationships and coordination exist with area personnel and with management. Assistance is provided to other Service Representatives and staff as needed. Supervisors are appropriately informed of area activities.

7. Required reports and records are accurate, complete, and timely.

8. The Company's professional reputation is maintained and conveyed.


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.