Service Center Representative

TBACU Financial Services Representative

The primary purpose of this position is to assist TBACU to live out its mission, "To serve our community and build trusted relationships." A key component of this service is to identify members' needs and provide appropriate TBACU product solutions which ultimately helps grow the credit union. To adequately and effectively serve members and TBACU's staff by providing prompt and accurate financial data and maintaining financial security.

Provide excellent member service experiences through digital communication channels. Perform duties effectively and accurately in accordance with the Credit Union's service standards. Promote all products and services. Responsible for resolving member questions and meeting critical deadlines for all work.

• Hourly Rate: $19.00 - $24.00 based on relevant experience
• Not a remote position, full-time onsite at Front Street location
• Ability to communicate in both English and Spanish, a plus

Essential Functions

To perform this job successfully, an individual must satisfactorily perform each essential duty.

• Respond to members in a courteous, professional, and timely manner, providing prompt, accurate and efficient service in accordance with credit union service standards.
• Accurately process transactions for members. Prepare forms to transact business and support member in electronic signing process.
• Provide routine information on credit union products and services.
• Track pending and approved sales using credit union's data processing system.
• Respond to member inquiries received from all communication channels including multiple phone queues, text message, live chat, email, online contact submissions, after-hours (Xtend) contact requests and fax.
• Provide members with responses regarding membership/account inquiries, account balances, loan payoffs, funds transfers (internal & external via ACH/wire transfer, travel/gift card), credit union products/services, check orders, foreign currency orders, general questions, e-services and more.
• Respond to general card services inquiries (debit card and credit card) including transaction information, limits, fraud blocks/freezes, travel information, replacement/new orders, etc.
• Provide member support for our growing portfolio of e-services including online banking, mobile app, bill payment, e-notices, e-alerts, e-statements, online loan payment portal.
• Build trusted relationships with members by assessing needs and recommending appropriate financial solutions.
• Serve as a Digital Experience Representative, as needed.
• Meet established expectations.
• Maintain thorough knowledge of credit union, policies, and standards as well as all applicable federal and state laws and regulations.
• Maintain comprehensive knowledge of credit union products, specifically as they relate to deposit services.
• Maintain a positive and cooperative approach towards work and working with team members and members.
• Maintain confidentiality by avoiding unauthorized disclosure of member information.
• Ability to be bonded.
• Ability to clear credit and criminal history check.
• Comply with the U.S Patriot Act and the Credit Union's Bank Secrecy and OFAC Policies and Procedures.
• Comply with the Gramm-Leach-Bliley Act and the Credit Union's Information Security program, maintaining the privacy and security of information, systems, and locations.

Duties & Responsibilities

The following statements are intended to describe the general nature and level of work being performed by the position. It is not intended to be exhaustive list of all duties, responsibilities, and skills required of this position. Other duties may be assigned to meet business needs.

• Participate in promotions.
• Educate and respond to member inquiries regarding fraud.
• Facilitate deposit account related inquiries and research (check images, statements, etc.).
• Process returned mail and assist with teller mail processing (deposits/payments).
• Open sub-share accounts and Certificate of Deposits (including IRA) and complete member follow up.
• Provide member follow up for self-service accounts opened online.
• Facilitate general IRA/HSA transactions including contributions and disbursements.
• Respond to total loss claims and Collateral Protection Insurance (CPI) inquiries, completing correspondence with member(s) and insurance agencies.
• Support members with a variety of non-transactional services, such as but not limited to, member contact information updates, auto-pay set-ups, and issuing Certificates of Deposit.
• Provide service to members through video and utilizing e-sign capabilities.
• Respond and resolve member concerns, directing member to appropriate team members when necessary.
• Participate in beta tests for new e-services including mobile app, online banking and more.
• Assist members with product and service enrollment, including self-service tutorials, and troubleshooting.
• Educate and respond to member inquiries regarding fraud.

Qualifications & Expectations

The requirements listed below are representative of the expectations of the person performing this job.

• Project professional and courteous behavior.
• Service focused behavior with strong commitment to excellence.
• Self-motivated and willingness to learn new technology and applications.
• Ability to remain calm under pressure.
• Ability to work as a part of a team.
• Possess good time management and organizational skills.
• Ability to interact with members over video, telephone, and other digital communication channels.
• Excellent listening, clear verbal, and professional written communication skills.
• Sound understanding of math applications.
• Proficient in Windows Operating System and Microsoft Office Suite/o365 Suite.

1. Advanced ability and experience with using Excel
2. Strong typing (Includes: 10 keys) and above average technology problem solving skills.

Physical Requirements

• Ability to lift up to 10 pounds.
• Able to sit or stand for 2-4 hours at a time

Work Environment

• Onsite work within credit union service center, face to face with members over video.
• Must maintain a neat and orderly work area.
• Protect the confidentiality of credit union employees and members by locking drawers and removing items from desk/workstation when away.

Education & Experience

• High school diploma or equivalent, preferred.
• Previous experience in customer service, preferred.
• Ability to communicate in both English and Spanish, preferred.

Intent and Function of Position Description

All descriptions have been reviewed to ensure that essential functions and basic duties have been included. Position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. In no instance should duties outlined be interpreted as all inclusive. Additional functions, duties and requirements may be assigned as deemed appropriate.