Member Service Representative-Contact Center

Overview:

This position is responsible for assisting members with a variety of services by promptly and professionally answering incoming phone calls and emails, as well as communicating through other methods of contact. In this role you will make our members feel valued by personalizing every contact, resolving their issues to maintain their trust, and by showing appreciation that creates life-long members. This position will be performing certain functions within the operations area related to the day-to-day operations as well as handling functions that have a regulatory, monetary, and potential reputational risk to the credit union. Functions are often time sensitive and must be adhered to by means of policy and procedure.

Reports to: Contact Center Manager

Roles and Responsibilities (including, but not limited to):

• Member Service Support, such as:
  • Answering questions pertaining to all products and services within the credit union.
  • Checking balances and status of accounts
  • Connecting callers with other personnel
• Primary source of contact:
  • Inbound phone calls
  • E-mail inquiries
  • Secure message via website
• Educate members on benefits of membership and the benefits of products and services
• Perform account interactions via various in person and electronic methods, to include but not limited to transactions, payments, inquiries, certificates of deposit, online banking, fraud claims, and BillPay. Process orders for checks and debit cards. Processes payments to various credit union products.
• Recognize problems that could have a member or regulatory impact and escalate appropriately.
• Cross train in functions of the Operations Department.

Preferred Qualifications (Education, Experience, Skills):

• Position requires a positive attitude with ability to work independently and in a team.
• Ability to work independently, with some supervisory oversight.
• Requires excellent communication skills, good time management skills and the ability to initiate and embrace change.
• High School Diploma or equivalent.
• 1-3 years of banking experience.
• 1-3 years of service experience.
• Ability to focus on tasks for long stretches and maintain full availability at your desk.
• Ability to work in a fast-paced environment.
• General mathematical, analytical, and organizational skills, with strong attention to detail with immediate and accurate results. 

Physical Requirements:

General Office Duties:

• Ability to sit or stand at a desk for prolonged periods of time (up to 8 hours per day).
• Regular use of a computer and office equipment (e.g., phone, printer, copier).
• Manual dexterity required for typing and data entry.

Physical Activity:

• Occasional walking, bending, or reaching.
• Ability to lift and carry files, documents, or office supplies weighing up to 20 pounds.

Vision and Hearing:

• Clear vision required to read financial documents, computer screens, and other office materials.
• Hearing ability sufficient to hold conversations over the phone and in person.

The TelComm Promise:

TelComm Credit Union is a people-minded financial institution who truly understands that no matter how big we get we are still people helping people.  We know the people who work for us are by far our biggest asset and vital to our continued success. We want to help you help others. At TelComm we Communicate Respectfully, Foster Unity, Serve Compassionately, Act with Integrity, Radiate Positivity, and Cultivate Growth and Learning. Those are the core values most important to us. Keeping promises is also important to us and, as a company, we make a promise to all associates....

To empower you. Your education, experience, and life knowledge will all be drawn from in your day-to-day activities, and regardless of how much or how little you believe you have - we want to build on it. Once hired into a position, we will train you to know how to do what we do. We promote goal setting and career development as a shared responsibility and will provide the knowledge and resources needed on your path to success. We have classes explaining the basics to the not so basics. And will do one on one training when needed. You will have hands on help until there is confidence on both sides. We believe in cross training into different departments. Nothing is beyond your reach here. All of our executives were once front line or entry level workers who were promoted so we know talent can and will be found at every level.

To do the right thing for you. Our CEO evaluates our pay structure regularly to ensure we stay competitive, our bountiful benefits include paid medical after 30 days, generous PTO which begins accruing on your first paycheck, 11 paid holidays per year, a 401k retirement with matching funds*, profit sharing, tuition reimbursement, business casual dress code, and jean days. We respect your life outside of work and want you to have a positive life work balance. Schedules are given in advance and meetings are scheduled with ample time to prepare.

To strive for open communication. Our interviews are designed to not only determine if you can do the job, but for you to come in to see if we will fit well together. Interview us as much as we interview you. Each of our managers have their own management style or leadership philosophy and can describe it- including how they give feedback, what the performance review process is like, and the challenges you may face in the position. Ask them about it. Ask them about anything. Feel free to talk to other associates and ask them questions as well. We strive for open communication across all departments and levels. We want you to feel comfortable and confident in your position. Our meetings are designed to give all associates access to the information necessary to thrive.