Call Center (Member Services Representative I - Member Services)

Call Center (Member Services Representative I - Member Services)

This is an on-site position with a schedule of Monday - Friday, 10:15am - 7:00 pm, 3 Saturdays per quarter, 8:15am-12:30pm. Our mission is to help Members grow financially. Our vision is to be Members' First Choice for all Financial Services. We can achieve these goals through our commitment to providing excellent service to our membership and our communities. And it all starts with YOU! We are looking for a service-minded individual to join our team in order to continue to provide the high-quality service our members expect from us.

Our full-time team members enjoy a wealth of benefits including employer-paid medical and dental insurance premiums, competitive pay, and a 401(k) plan with an employer match. The great service we provide to our Members is reflected in our team environment and the professional development opportunities our positions offer. People Helping People is what we do every day. Submit your application to us today and let us be the First Choice for your new career journey!

Knoxville TVA Employees Credit Union is a not-for-profit, Member-owned, and locally operated financial institution serving the financial needs of its communities of Membership. We have 25 locations throughout East Tennessee and we serve more than 300,000 Members. The Credit Union helps Members grow financially by offering a variety of accounts including: checking, savings and investments. Also offered are competitive loan rates on new and used autos and recreational vehicles, mortgages, personal loans and credit cards.

Pay: Starting Range is $18.00 - $20.00, depending on work experience

Benefits:

• Employer-paid health and dental insurance monthly premiums
• Accrual of PTO Leave
• Employer-matched 401k, 50% match up to 6% of employee contributions
• Employer-paid Group Life Insurance and Long-Term Disability benefits
• Potential bonus up to 11% of average salary over the past year based on Credit Union-wide goals
• Paid Holidays and Paid Training
• Potential pay increases through additional training opportunities
• Opportunity to earn incentive pay
• The ability to help serve your local community through our mindset of People Helping People!

Primary Responsibilities:

• Answer calls independently.
• Address and resolve member issues, complaints, or disputes in a professional and timely manner.
• Proactively inform and guide members on available Credit Union products, services, and digital banking tools.
• Perform file maintenance and account changes, as requested.
• Handle member transactions accurately and efficiently.
• Counsel members and make independent credit decisions within assigned limits.
• Identify member needs and recommend appropriate products or services to enhance their member experience.
• Sort and prioritize job duties for necessity of expediting process.
• Review and adhere to all relevant policies, procedures, and regulations.
• Keep Contact Center Manager or Assistant Manager informed of actual or potential problems.
• Balance daily transactions.
• Work closely with co-workers to meet department goals and improve overall efficiency.
• Efficiently use available resources and communication platforms to assist members and complete tasks.
• Provide a welcoming, professional, and personalized experience on each phone call.
• Follow all Credit Union policies, procedures, and regulations.
• Represent the Credit Union in a professional manner (including but not limited to appearance, behavior, and performance).
• Maintain regular and predictable attendance.
• Work cooperatively with others.
• All other duties as assigned.

Education/Experience High school diploma or general education degree (GED) required. Previous financial industry experience, preferred.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.