Telecommunications Service Representative

Under general supervision, and in accordance with established policies and procedures, provides a high quality of member service in receiving and directing calls, answering questions, transferring funds, sending and receiving loan applications. Performs related clerical duties.

PRIMARY DUTIESRepresents the credit union in a courteous and professional manner. Furnishes prompt, efficient, and accurate service.

Follows the expectations set in the Member Service Values.

Consistently looks for ways to help members identify their financial service needs and maintains extensive knowledge of all credit union services in order to facilitate cross selling.

Receives incoming calls and directs them to the appropriate personnel. Receives telephone calls related to loans and member services. Answers questions and research problems as requested.

Assists members on the telephone, providing services such as answering questions, transferring money between accounts, providing balances, taking requests for commercial money orders and bank wires, etc.

Sets up and mails monthly check withdrawals as requested by members. Sets up and mails Term Share Certificate dividend checks.

Posts commercial money orders.

Assists members and potential members, answers questions, quotes rates, provides balances, researches and resolves problems related to member services and accounts.

Provides verifications of deposits to mortgage companies.

Receives loan requests by telephone, mail or receives information from a loan officer. Ensures loan application is current, and that all information is complete.

Opens a variety of accounts, such as savings, checking, term share certificates, money market accounts, IRAs, and club accounts. Signs members up for services such as direct deposit, Texas Teller, CU Easy, Bill Payer, and Master Money debit card. Provides information on all relevant products and services.

Sets up and maintains loan files, prints necessary forms, explains forms and terms to member, posts loan, disburses funds. Follows up on loan documents which have not been returned. Communicates with loan officer and member as necessary.

Monitors loans to ascertain that all documents, files, and computer records are accurate and complete.

Orders checks for members.

Balances all work daily.

Performs a variety of clerical work related to loans and member services and provides clerical support to loan officers. Examples include typing, word processing, producing reports, faxing, photocopying, completing forms and filing.

Receives requests to close member accounts. Reviews accounts for problems or holds, and forwards form to Telecommunications department.

Complies with all applicable laws and regulations.

Continues education of credit union philosophy and principles and meets compliance training requirements to include Bank Secrecy annually.

Education:

High school diploma or equivalent.

Experience:

Two years of public contact experience in customer service, preferably in a financial institution.
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