What are the responsibilities and job description for the Member Contact Center Rep I position at Transportation Federal Credit Union?
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.
Requirements
Knowledge, Skills, and Abilities:
Experience
- Six months to two years of similar or related experience.
Education
- A high school education or GED.
Interpersonal Skills
- 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.
Other Skills
- 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).
This list of duties and responsibilities is not intended to be all-inclusive and can be expanded to include other duties or responsibilities that management deems necessary.
Salary : $20 - $21
