Representative - Member Service
TDECU, Plum Branch, SC, United States
Job Summary
In an inbound call center setting, Member Service Representatives will create exceptional member service experiences by maintaining a professional demeanor and delivering world‑class service to our members. The primary focus of the job is servicing existing Credit Union products and referring related products after identifying member needs.
Essential Job Functions
Responds to inquiries from members regarding specific account inquiries, product offerings, and general questions regarding the Credit Union through multiple contact methods.
Educates and troubleshoots members on digital self‑service tools including online/mobile banking and live chat.
Handles Domestic / International wires.
Gathers documentation for opening consumer accounts, business accounts, and IRAs.
Responsible for general maintenance of member accounts such as change of address, processing stop payments, verification of deposits, check copies, statement copies, and account research.
Revises accounts, adds or removes joint owners as requested by member or joint signer.
Performs miscellaneous tasks assigned by supervisor, assists others in completing tasks, and fulfills time‑sensitive assignments.
Ensures compliance with all Federal and State rules and regulations such as the Bank Secrecy Act, Anti‑Money Laundering, Bank Bribery Act, OFAC, NCUA Privacy Regulations, Reg DD, Reg D, Reg E, Reg CC, Reg Z, Reg B, Service Members Civil Relief, FCRA/FACTA, and the Right to Financial Privacy Act.
Receives monthly incentive pay based on performance of cross‑sell goals.
Education and Experience Previous customer service experience required. Call center or banking experience is a plus.
Skills and Abilities Strong written and verbal communication skills.
Excellent problem‑solving and customer‑service skills.
Ability to work effectively in a team environment.
Strong organizational and time‑management skills.
Intellectual: Problem solving—identifies and resolves problems promptly, gathers and analyzes information skillfully, and develops alternative solutions.
Interpersonal: Awareness—recognizes, interprets, and anticipates others’ concerns and feelings, and communicates this awareness empathetically.
Written communication—expresses oneself clearly in business writing.
Fostering teamwork—demonstrates collaborative work and leadership abilities.
Oral communication—expresses oneself clearly in conversations and interactions with others.
Self‑management: Adaptability—adapts to changes in the work environment, manages competing demands, and reshapes approaches to fit situations.
Dependability—follows instructions, responds to management direction, takes responsibility, completes tasks on time, and notifies the appropriate person with an alternate plan when necessary.
Attendance/punctuality—consistently at work and on time; ensures responsibilities are covered when absent.
Initiative—initiates actions based on personal interpretation or understanding of situations.
Professionalism—considers the effects of words, actions, appearance, and behavior on others; selects actions most likely to have the desired effect.
Judgment—demonstrates willingness to make decisions, exhibits sound judgment, explains reasoning, includes appropriate people, and makes timely decisions.
Physical Demands The employee will regularly lift or move up to 10 pounds, sit; talk; hear; use hands to handle or feel; and reach with hands and arms. Occasional standing is required. Special vision requirements include close vision and the ability to adjust focus. The noise level in the work environment is typically moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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 Americans with Disabilities Act, applicants may request accommodations needed to participate in the application process.
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Essential Job Functions
Responds to inquiries from members regarding specific account inquiries, product offerings, and general questions regarding the Credit Union through multiple contact methods.
Educates and troubleshoots members on digital self‑service tools including online/mobile banking and live chat.
Handles Domestic / International wires.
Gathers documentation for opening consumer accounts, business accounts, and IRAs.
Responsible for general maintenance of member accounts such as change of address, processing stop payments, verification of deposits, check copies, statement copies, and account research.
Revises accounts, adds or removes joint owners as requested by member or joint signer.
Performs miscellaneous tasks assigned by supervisor, assists others in completing tasks, and fulfills time‑sensitive assignments.
Ensures compliance with all Federal and State rules and regulations such as the Bank Secrecy Act, Anti‑Money Laundering, Bank Bribery Act, OFAC, NCUA Privacy Regulations, Reg DD, Reg D, Reg E, Reg CC, Reg Z, Reg B, Service Members Civil Relief, FCRA/FACTA, and the Right to Financial Privacy Act.
Receives monthly incentive pay based on performance of cross‑sell goals.
Education and Experience Previous customer service experience required. Call center or banking experience is a plus.
Skills and Abilities Strong written and verbal communication skills.
Excellent problem‑solving and customer‑service skills.
Ability to work effectively in a team environment.
Strong organizational and time‑management skills.
Intellectual: Problem solving—identifies and resolves problems promptly, gathers and analyzes information skillfully, and develops alternative solutions.
Interpersonal: Awareness—recognizes, interprets, and anticipates others’ concerns and feelings, and communicates this awareness empathetically.
Written communication—expresses oneself clearly in business writing.
Fostering teamwork—demonstrates collaborative work and leadership abilities.
Oral communication—expresses oneself clearly in conversations and interactions with others.
Self‑management: Adaptability—adapts to changes in the work environment, manages competing demands, and reshapes approaches to fit situations.
Dependability—follows instructions, responds to management direction, takes responsibility, completes tasks on time, and notifies the appropriate person with an alternate plan when necessary.
Attendance/punctuality—consistently at work and on time; ensures responsibilities are covered when absent.
Initiative—initiates actions based on personal interpretation or understanding of situations.
Professionalism—considers the effects of words, actions, appearance, and behavior on others; selects actions most likely to have the desired effect.
Judgment—demonstrates willingness to make decisions, exhibits sound judgment, explains reasoning, includes appropriate people, and makes timely decisions.
Physical Demands The employee will regularly lift or move up to 10 pounds, sit; talk; hear; use hands to handle or feel; and reach with hands and arms. Occasional standing is required. Special vision requirements include close vision and the ability to adjust focus. The noise level in the work environment is typically moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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 Americans with Disabilities Act, applicants may request accommodations needed to participate in the application process.
#J-18808-Ljbffr