Job Type
Full-time
Description
The Member Contact Center Representative I under general supervision, but following established policies and procedures, assists members and potential members with their telephone requests; explains services, responds to problems, and directs phone calls to the appropriate area. Hybrid work schedule (in-office days and remote days).
Department: Member Contact Center
Reports To: Member Contact Center Manager
Classification: Non-Exempt
Key Responsibilities:
Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to a senior staff member, along with their recommendations.

• Completes Verification of Deposit requests. Complete checks for deposits and loan payments received through mail. Completes returned mail using proper procedures
• Process member transactions accurately and efficiently with minimal errors.
• Provides relief to the front desk on a rotation basis.
• Provide prompt, accurate, courteous, friendly, timely and professional service to all members
• Develop and improve knowledge and skills in Member Service areas. Educate members on the benefits of TFCU and recommend products or services that fits their needs.
• Identifies cross-sell opportunities and cross-sells services to members. Educate existing and new members on products and services provided by TFCU.
• Ensures that appropriate records are maintained and required reports are prepared. Maintain confidentiality of account and member information, monitors, assembles, and restocks all branch supplies and forms (Truth & Savings disclosures, brochures, new member packets, deposit slips, etc.)
• Adhere to credit union policies and procedures; stays knowledgeable of and complies with applicable laws and regulations, including BSA/AML and OFAC.
• Acts as liaison between members and various organizations and departments.
• Performs other related duties as assigned by the Member Service Manager; assist other departments when requested.
• Maintain a professional work environment and businesslike appearance
• Support upper management in achieving goals established in the business plan.
• Perform other duties as assigned.

• Six months to two years of similar or related experience.

• A high school education or GED.

• Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.

• Must have good listening, telephone, and communication skills (verbal and written). Proficient in using general office equipment such as computers, copiers/scanners, and calculators. Familiar with MS Office software (Word and Excel).

• While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Occasionally lift and move objects weighing up to 20 pounds. Vision abilities required by this job include close vision.

• While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job. Includes both a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, and local travel, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards.