Member Service Center Representative

Job Title:

Member Service Center Representative

TRUMARK FINANCIAL CREDIT UNION

Department:
Member Service Center

Reports To:

Assistant Member Service Center Assistant Manager

FLSA Status:
Non Exempt - S/T60

SCHEDULE Flexible availability – must be available to work nights and weekends.

Accountability Objective Communicates with members through various channels, and resolves and handles a variety of member/potential member related situations.

• Thoroughly understands each service and benefit the credit union offers. Actively take part in various training programs and make suggestions for improvement. Participate in testing of new products/services.
• Demonstrates a thorough knowledge of credit union products services and systems.
• Responsible to follow proper phone etiquette while maintaining service standards.
• Responsible to follow proper online banking reset procedures. Ability to reset member passcodes in online banking.
• Tracks consumer loan applications to ensure accuracy regarding goals and incentives.
• Resolve loan exceptions within the Member Service Center.
• Completes and reviews loan change forms.
• Communicate clearly to members, management and other departments. Demonstrate composure and sensitivity in dealing with members and coworkers concerns. Escalate all open/closed issues to Member Service Center management.
• Remain well-informed of product enhancements and procedure changes.
• Effectively cross-sells and educates existing and potential members about credit union benefits and services; inputs account information into the system to establish services; performs account maintenance as per members request. Utilize good judgment when offering products and services to members/potential members; these should only be offered to members that will benefit from these.
• Makes attempt to immediately resolve all problems with member accounts/services and strives to attain an equitable resolution by using good judgment; forwards issues that require extended research and notate accounts for future reference.
• Offer complimentary financial consultations to members who will benefit from meeting with Investor Services area.
• Prevents controllable losses through strict compliance with all security and compliance policies and procedures including, but not limited to red flags, fraud alerts, Chex systems, audit control and any other loss prevention processes currently in place.
• Maintains an acceptable level of AUX time.
• Maintains and applies knowledge of Banking/Credit Union regulations to ensure full compliance.
• Remains active in credit union training programs. Complete the position’s present curriculum as outlined by completing the following – credit union annual required compliance training and the supplemental courses listed within the prescribed time. Follows policy and procedure daily to ensure compliant with current regulations.
• Required to complete Bank Secrecy Act training annually.
• Completes all other tasks, assignments or functions as assigned and/or required.
• Maintains access to ACI Online Banking Admin, ACI Loan Payments, Akcelerant, Visa Online, FDR, Star, Echo Sign, Check Free Partnercare, ILS, OnBase, Symitar, Windows, Appointment Plus, Data Verity, Centrix, Adapt Interaction Desktop, Interaction Fax, Time Star, Image Center, E-statements.

• Education/
  
  Experience:
  
  A High School diploma or equivalent, with a good mathematical aptitude. Minimum of six months of branch or equivalent experience with a financial institution. Continuing education preferred.

• Ability to communicate effectively, both orally and in writing, with members and employees.
• Excellent attention to detail and organizational skills with the ability to perform expeditiously and accurately without constant supervision and frequent interruption.
• Excellent listening and interpersonal skills.
• Thorough understanding of all products and services, features and benefits as well as associated procedural details.
• Proficient financial figure aptitude.
• Being a team player who is considerate of other employees.
• Ability to multi-task and problem solve under pressure.
• Flex time may be necessary to meet the needs of the call center.
• Professional…