Inbound Call Center - Member Relations Specialist / Tulsa, OK

Member Relations Specialist (Inbound Call Center) 

Position Summary:

Member Relations Specialists key areas of responsibility are to provide information, suggestions and solutions to members and prospective members using remote communication methods. When necessary, connects members with the staff representative who can provide them the specific assistance they need; thereby creating a positive interaction with the member. Performs duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act.

Essential Job Functions and Responsibilities

1. Answer Incoming calls from Member Relations Center Call Queue and determine the needs of the caller in order to personally assist them or direct the call to the appropriate department or branch. Verify caller identification using the phone authentication procedure.
2. Build relationships with TTCU members by providing a wide array of services including but not limited to: ordering of checks; stop payments; closing lost or stolen debit cards and ordering new cards; resetting debit card PIN numbers and reissuing debit cards for Branch personnel; etc. to support internal customers and our members, closing savings accounts, updating phone and email information, providing copies of cleared checks/member statements/account histories; adding member specific messages and code words/passwords; processing seasonal IRA deposits by transfer,
3. Provide product and service support for Virtual Branch, Mobile Banking, and our 24-hour telephone automated system, by assisting members with enrollment and login/password issues. Assist members with the navigation of our website and online applications, which also include account applications, loan applications, and forms.
4. Contribute to the achievement of cross-sell goals by building trusting relationships with members, staying informed on current products, services and promotions and by utilizing Touché Customer Relationship Management (CRM) to help determine member needs and refer appropriate services.

Minimum Qualifications

Educational Requirements

• High School Diploma or GED required

Certificates/Licenses

• Must have and maintain a valid driver's license

Experience

• 1 Year experience in a call center and/or technical trouble shooting.
• Basic member service experience in a banking or related industry preferred.
• Bilingual (Spanish) preferred

Position Competencies

Collaborates - Is an effective team player who adds complementary skills and contributes valuable ideas, opinions and feedback; communicates in an open and candid manner and can be counted upon to fulfill any commitments made to others on the team.

Effective Communication - Utilizes a variety of communication modalities effectively and appropriately across multiple channels.

Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.

Member Focus - Builds and maintains collaborative relationships with internal and external members which result in member satisfaction with both the process and the outcome.

Resilient - Maintains composure under pressure; handles difficult situations effectively, maintains a positive attitude despite adversity; uses adversity as a learning opportunity.

Self-Motivated - Proactively takes the initiative to accomplish necessary tasks and seize new and often times challenging opportunities.

Additional Requirements

Job Knowledge

• Intermediate knowledge with Microsoft Office (Word, Excel, PowerPoint, SharePoint and Outlook).
• Ability to navigate the Internet and understand basic browser settings.
• Ability to learn proprietary computer software such as Keystone, OnBase, Tand Genesys.
• Follow policies and procedures; support organization's goals and values; and demonstrated dependability through good attendance and adherence to timeliness and schedules.

Interpersonal Skills

• Intermediate written and verbal communication skills are required to effectively interact with members regarding financial transactions which may involve problem resolution and offer educational information regarding products and services.
• Strong attention to detail and the ability to maintain confidential information appropriately and exercise discretion, sensitivity and tact at all times.
• Ability to function effectively within a group or team.
• Ability to create an atmosphere which promotes TTCU’s Core Values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic and professional demeanor while providing extraordinary service to members and fostering teamwork among employees.

Working Conditions

Routinely perform work indoors in climate-controlled shared work area with a moderate level of noise. Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform intermediate mathematical calculation with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside the organization and demonstrate the highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.