Member Services Representative-Front Desk Experience

Overview:

As a front-line representative of TelComm Credit Union, you will be the first point of contact for members and visitors, ensuring a positive and welcoming experience. This role is key in creating lasting relationships by assisting members with opening new accounts and answering any account-related inquiries. You will provide exceptional service by educating members about available products and services, helping them with their financial needs, and ensuring that they are directed to the right department or representative in a timely manner. You will manage the flow of the lobby, keep it organized, and ensure that members' needs are met efficiently and professionally. Your focus will be on establishing a strong rapport with members, providing top-notch service, and handling account-related concerns while ensuring compliance with procedures. This role requires a friendly, detail-oriented individual who can handle multiple tasks while maintaining a positive atmosphere for members.

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

Member Service & Account Support:

• Open new accounts for members and assist with account-related questions or issues.
• Guide members through the account opening process, ensuring they understand the features and benefits of the available products.
• Provide prompt assistance to members by answering account-related inquiries and addressing service requests.
• Educate members about the products and services available, such as savings and checking accounts, loans, online banking, money market and business accounts and other credit union offerings.
• Ensure a smooth transition for members by referring them to the appropriate department or specialist as needed (e.g., loan officers, branch manager).
• Maintain a welcoming and professional atmosphere in the lobby, ensuring members are attended to and directed to the correct person promptly.
• Stay knowledgeable about credit union products, services, and procedures to provide accurate and up-to-date information to members.

Lobby Management & Member Experience:

• Greet and assist members and visitors in a friendly and professional manner, creating a positive first impression of the credit union.
• Manage the lobby flow by ensuring members are served promptly and directed to the appropriate area or representative.
• Maintain a clean and organized lobby, ensuring that all materials are stocked, signage is visible, and the space is welcoming.
• Monitor wait times and communicate with members to ensure they are informed and comfortable during their visit.

Administrative & Regulatory Responsibilities:

• Ensure compliance with credit union policies, procedures, and regulatory requirements during all member interactions.
• Recognize any potential issues that could impact the member or the credit union (e.g., regulatory concerns, account issues) and escalate appropriately.
• Maintain confidentiality and protect sensitive information in accordance with privacy regulations and company policies.

General Duties:

• Maintain regular, reliable attendance, punctuality, and appropriate personal appearance.
• Communicate effectively in person, by phone, email, or other methods, ensuring clarity and professionalism in all member interactions.
• Adhere to all company policies, procedures, and applicable banking regulations (including BSA/AML).

Preferred qualifications (Education, Experience, Skills):

• Positive attitude with the ability to work independently and as part of a team.
• Strong communication skills with the ability to interact professionally with members and co-workers.
• Excellent time management skills and the ability to prioritize tasks effectively.
• Ability to adapt and embrace change in a dynamic, fast-paced environment.
• High School Diploma or equivalent.
• At least 6 months of customer service experience preferred.
• Strong attention to detail, organizational skills, and the ability to manage multiple tasks efficiently.
• Bilingual ability is preferred to assist a diverse member base.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Required to operate computer programs and office equipment.
• Must adhere to Bank Dress Guidelines and portray a professional image at all times.
• Regular, timely attendance during assigned work hours.
• Ability to sit or stand for extended periods of time.
• Occasional lifting and transporting up to 25 lbs.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

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 annually to ensure we stay competitive, our bountiful benefits include paid medical after 30 days, PTO, 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. We have activities we do as a group – a holiday party in the winter, a collaborative meeting in the summer, and a family friendly outing in the fall.

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 has 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. 

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.