Telephone Service Representative II

Job Title: Telephone Service Representative II
Division/Department: Member Information Center
Reports to: Assistant MIC Manager/MIC Manager
 Full-time
 Non-Exempt

Job Summary:Responsible for managing a variety of member service calls in a professional and timely manner. Provide exceptional member service to members and internal staff at all times.

Essential Duties and Responsibilities:

• Receives member telephone questions, concerns or complaints promptly and in a professional manner.
• Completes research discrepancies and review need for any fee adjustments.
• Completes merchant verifications.
• Complete stop payment and loan revision requests, surepay and bank transfer forms for accounting department.
• Facilitate the financial security of our members by educating them on SunWest’s products and services.
• Provide and assist with online help for password resets, surepay and bank transfer forms as needed/required.
• Resolves member questions regarding accounts, orders and payments.
• Completes weekly information center reports accurately and promptly.
• Uphold the compliance requirement of all related federal regulations, including but not limited to; the Bank Secrecy Act and Anti-Money Laundering policies and procedures. Complete annual BSA training requirements as established by SunWest Credit Union.
• Perform related duties as assigned by supervisor.

Education and/or Work Experience Requirements:

• High School graduate or equivalent.
• General knowledge of Credit Union policies and procedures. Basic understanding of Credit Union products and services.
• Minimum two years' experience as SunWest TSR with required performance appraisal rating of meets expectations. Valid driver’s license required.
• Understanding of Credit Union Philosophy.
• Excellent computer efficiency (MS Office/Word/Excel and Outlook).
• Ability to operate PC and other computer systems and software, including office equipment
• Required reports and records are accurate, complete and timely.

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• Must be able to lift and carry up to 10 lbs.
• Must be able to talk, listen and speak clearly on the telephone.