Representative - Member Service

Member Service Representative

The Member Service Representative delivers a unique member experience to improve member financial wellbeing through assisting members and prospective members with a variety of account transactions including deposits, withdrawals, loan payments, check to cash, etc. Responsible for deepening relationships and driving REAL Service, Service Associates educate members on digital solutions and identify opportunities to refer needed products and services through conversation. Performs lobby engagement activities to connect with members and position products to meet their needs. Able to troubleshoot and resolve member and internal inquiries in a timely, friendly, and accurate manner.

Processes basic and complex teller transactions including deposits, withdrawals, check orders, statement printing, stop payments, wire requests, and loan payments in the lobby and drive-up environments. Supports other teams as work volume indicates. Balances all instruments including cash, check negotiation, and transaction posting daily.

Responsibilities:

• Problem Resolution: Owns member issues through resolution. Troubleshoots and resolves inquiries in a timely, friendly and accurate manner. Escalates member feedback to management and makes member call backs to support Net Promoter efforts. Treats members and employees with professionalism, courtesy, respect and empathy through challenges. Keeps the TDECU Mission, Vision, and Purpose at the top of mind when dealing with challenging situations.
• Achieves personal sales goals by cross-selling platform products such as checking and savings, credit cards, loans, CDs Money Markets and making partner referrals to insurance, investments and mortgage. Builds and maintains required knowledge of TDECU products and services in order to cross-sell. Utilizes systems to be well-informed about the member's current relationship with TDECU.
• Educates members on emerging and existing credit union technology and digital solutions such as mobile, online, and ATM offerings for their convenience. Troubleshoots basic issues and escalates more complex issues as needed.
• Actively participates in community development activities as assigned in the support of the Credit Union's Mission, Vision, Purpose and Values.
• Completes all mandatory compliance testing on time. Implements processes as required by the Bank Secrecy Act and TDECU policies and procedures.

Minimum Qualifications:

Education: High School Diploma or an equivalent mix of education and experience is required. Additional training is preferred.

Experience: Previous experience in cash handling, banking, customer service or hospitality is preferred.

Knowledge, Skills, and Abilities:

• Attention to details to work with numbers and names in a fast-paced environment
• Demonstrate strong interpersonal communication such as courtesy, tact, and diplomacy
• Provides world-class REAL Service
• With experience, demonstrates and coaches job-required skills and behaviors for newer team members.
• Innate ability to demonstrate a proactive and positive attitude toward members, supervisors, co-workers, and the credit union. Maintains positive service approach with members through challenging situations.
• Strong oral and written communication skills; ability to speak and write clearly and effectively
• Dedication to meeting the expectations and requirements of internal and external members
• Ability to effectively prioritize tasks to use time efficiently and to attend to a broad range of activities. Planning and Organization skills
• Ability to generate new and unique ideas as solutions to operational or member service issues, and develop non-traditional ways of doing business
• Must be able to operate a ten-key calculator and computer keyboard by touch
• Availability to work with the Credit Union's core business hours. Saturday hours are required in this role.
• Ability to troubleshoot smartphones, tablets, PCs and to assist members with online banking/mobile banking with completion of TDECU training
• Strong attention to detail
• Demonstrated ability to understand and resolve problems to the satisfaction of a customer/member.
• Ability to use feedback for continuous improvement and development.

Physical Demands and Work Environment:

• While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.