Member Service Center Representative I/II

Tower Federal Credit Union
Laurel, MD
Jan 05, 2022
Jan 15, 2022
Accountant, IT
Full Time
DescriptionHours: Monday-Friday 9:30am-6:00pm, Saturday 9:00am-2:00pm. Rotational Saturdays with Friday off 9:00am-2:00pm. All employees, must provide a copy of their fully completed COVID-19 vaccination cards within 45 days of their start date. Exceptions will be made in accordance with federal and state laws.Please complete the link below in a separate window to take the Call Center assessment below. Your application will not be considered complete until the assessment is completed.Call Center?pid=cc13cb39-691d-4a5f-a8c0-8f12113fc4d4 SUMMARY OF POSITION:The Member Service Center Representative provides a valuable link between members and the credit union. The incumbent professionally represents the credit union to members and delivers high level service through identifying relationship opportunities; matching appropriate products and services to meet member needs; and migrating members to alternative banking solutions. In order to assess their financial needs, the position must maintain a thorough knowledge of the features and benefits of all TFCU products and services.This position requires an in-depth knowledge about all products, services regulations, and procedures of the operational departments within the credit union. The incumbent processes all member requests through various systems.The incumbent abides by current laws and organizational policies and procedures; cooperates with, participates in, and supports adherence to all internal policies, procedures and practices in support of risk management and the overall safety and soundness of the credit union. A Member Service Representative at a branch location also performs teller functions on a regular basis adhering to all teller standards.PRINCIPAL ACCOUNTABILITIES AND FUNCTIONS (for all incumbents): Serves as the primary contact for all potential, new and existing Members and services all share and loan requests.Interviews, evaluates and underwrites consumer loan applications within loan authority. Evaluates collateral, verifies appropriate documents are present for processing and follows funding procedures.Performs monetary transactions and account maintenance updates to include check orders, account distributions, stop payments, ATM/Debit card requests, address changes and account ownership maintenance or issues. Resets Tower Talk 24 and/or Home Banking PINSs. Resolves product or service problems by clarifying the members concern; determines the cause of problem; selects and explains the best solution to solve the problem; expedites corrections or adjustment; follows up to ensure resolution.Delivers high level loan and account service to potential, new, and existing members; assesses financial needs; identifies relationship opportunities and matches appropriate products and services to meet their financial needs and the goals of the credit union. Advises Member of relevant account features and/or restrictions and discloses all pertinent account information required by law. Performs administrative duties to support an outstanding level of member service, where timeliness, accuracy and follow-through are critical ensuring compliance with all Tower policies and procedures and Federal and State regulatory statues. Participates in all required credit union compliance and product knowledge training. Applies knowledge gained throughout training to all relevant job duties, demonstrates thoroughness and accuracy of compliance knowledge in all verbal explanations to members and through completing of all required forms and documents. Maintains an awareness of security risks in the areas of member identification, membership eligibility and confidentiality. Reviews features and benefits for products/services and handles any objections/questions and conducts necessary follow-up or referral to appropriate department or CUSO. Sells products and services through effective use of sales skills and extensive product and service knowledge. Participates in all levels of the sales process including identifying needs, referral, closing, and follow-up. The incumbent must meet prescribed goals in sales and referrals. Conducts outbound sales calls to members for various credit union initiatives, mainly in the area of automobile and credit card recaptures.Liaison between other TFCU departments and vendors - FIS, Harland, COOPInitiates follow-up service calls to existing members to enhance the relationship and to ensure satisfaction with service provided. The incumbent must meet prescribed goals in follow-up calls.Processes wire transfers via the phone adhering to all policies and procedures Performs initial troubleshooting for technological issues from members related to our web site applications including computer, internet, browser, online and mobile banking, and bill payment issues to provide timely resolutions to members. Resets HB PINS through third party vendor Digital Insight.Opens new accounts through the Andrea software. Verifies appropriate documents are received and verify funding of accounts. Responsible for reporting any fraudulent attempts to the Fraud or Auditing department.Accesses the Mortgage Teller software program to obtain answers to basic questions for Real Estate Loans.Assists member with Mortgage questions and when applicable, submits Member Contact request form. Performs related duties as assigned.REQUIRED QUALIFICATIONSHigh school diploma or equivalencySufficient interpersonal skills to positively represent the Credit Union during member interaction.Ability to effectively operate PC (using a Windows Operating system) and other office equipment.One year of experience providing direct customer/member service preferably in a business office setting.Demonstrated ability within 9 months to meet expectations of the competencies for the MSCR I position.Refer to Career Path Competencies specific to MSCR I, MSCR II, and Senior MSCRWORKING CONDITIONS:Ability to sit, stand and walk for extended periods and demonstrate sufficient dexterity and vision to operate a variety of office equipment.Ability to lift coin bags up to 15 lbs. with or without assistance.Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate.This position description is not necessarily all inclusive in terms of work detail