TellerAccount Services Representative

Benefits

• 401(k)
• 401(k) matching
• Competitive salary
• Dental insurance
• Free uniforms
• Health insurance
• Paid time off
• Profit sharing
• Tuition assistance
• Vision insurance
• Teller/Account Services Representative

Under the direction and supervision of the Account/Card Services Supervisor, this role is responsible for providing support to account holders, branches, Sunbelt Account Experts and My Teller Plus. The key areas of responsibility of this role include providing operational guidance and support, handling incoming account holder requests and escalations.

The Account Services Representative will ensure that all interactions with members and staff are handled with high-quality performance standards; ensuring optimal customer service, integrity and profitability. The Representative maintains a strong and positive working environment and takes initiative. Should be able to explain products’ and services and their values, benefits, features, rates and fees to account holders, while ensuring the highest quality of service.

All Account Service Representatives should also be able to learn as needed and operate an ITM (Interactive Teller Machine).

Must stay current with credit union membership requirements, deposit products, services, loan products, and marketing campaigns. Must maintain consistent, in-depth knowledge of Credit Union products and services, policies and procedures, operations, systems and general banking regulations.

Member Service Representatives hours will be expanding in the near future so candidates must be able and willing to work different 8-hour shifts. As early as 8:00 o’clock a.m. and as late as 7:00 o’clock p.m. and some Saturdays.

• Answers an average of 80% of the share of calls inbound calls daily with emphasis on exceptional customer service and accuracy of data input.
• Maintain the company set guideline to average call length of 2.5 minutes.
• Listen effectively to account holder requests and offer solutions to meet the account holder’s needs.
• Process various types of account holder requests and serve membership by providing excellent service and information in a pleasant, professional, and efficient manner via telephone, email or other correspondence.
• Explain monthly statements, research account history, resolve account holder problems and process account corrections.
• Aid regarding plastic cards including placing orders for new cards, researching card transactions, blocking cards and troubleshooting malfunctioning cards.
• Accepts account holder requests for wire transfers within policy.
• Assists account holders with Home/Cloud Banking issues.
• Provide account holders with forms by mail or e-Documents necessary to transact business at the Credit Union.
• Opens new memberships via the online membership portal.
• Cross-sell all services offered by the Credit Union.
• Research and respond to account holder inquiries and requests via phone, email and live Internet Chat.
• Serve as a subject matter expert to branch employees.
• Assist branch employees with research and problem resolution.
• Open accounts via mail or internet requests.
• Process ATM and mobile deposit checks
• Takes loan and credit card payments over the phone via SWBC.
• Effectively access reports and resolve issues
• Understand and is accountable for executing all job functions in a way that is consistent with all requirements of BSA, OFAC and the USA Patriot Act/Customer Identification Act (CIP).
  
  Note:
  
  Failure to comply with requirements may be subject to strong disciplinary action, up to and including termination by the credit union, as well as, civil and criminal penalties.
• Keep work areas clean and organized.
• Other duties/projects as assigned.

When operating the ITM, the Account Service Representative is responsible for the day to day operations of the ITM up to and including the basic role of teller with some exceptions and differences. Not all teller duties are functional at the ITM. This job duty is based on video interaction, which requires being comfortable, professional and friendly on camera with account holders.

Responsibilities while at the ITM include, but are not limited to:

• Providing teller…