The Member Contact Center Representative I under general supervision, but following established policies and procedures, assists members and potential members with their telephone requests; explains services, responds to problems, and directs phone calls to the appropriate area. Hybrid work schedule (in-office days and remote days).

Department: Member Contact Center

Reports To: Member Contact Center Manager

Classification: Non-Exempt

Key Responsibilities:

Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to a senior staff member, along with their recommendations.

• Completes Verification of Deposit requests. Complete checks for deposits and loan payments received through mail. Completes returned mail using proper procedures
• Process member transactions accurately and efficiently with minimal errors.
• Provides relief to the front desk on a rotation basis.
• Provide prompt, accurate, courteous, friendly, timely and professional service to all members
• Develop and improve knowledge and skills in Member Service areas. Educate members on the benefits of TFCU and recommend products or services that fits their needs.
• Identifies cross-sell opportunities and cross-sells services to members. Educate existing and new members on products and services provided by TFCU.
• Ensures that appropriate records are maintained and required reports are prepared. Maintain confidentiality of account and member information, monitors, assembles, and restocks all branch supplies and forms (Truth & Savings disclosures, brochures, new member packets, deposit slips, etc.)
• Adhere to credit union policies and procedures; stays knowledgeable of and complies with applicable laws and regulations, including BSA/AML and OFAC.
• Acts as liaison between members and various organizations and departments.
• Performs other related duties as assigned by the Member Service Manager; assist other departments when requested.
• Maintain a professional work environment and businesslike appearance
• Support upper management in achieving goals established in the business plan.
• Perform other duties as assigned.

Knowledge, Skills, and Abilities:

Experience

• Six months to two years of similar or related experience.

Education

• A high school education or GED.

Interpersonal Skills

• Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.

Other Skills

• Must have good listening, telephone, and communication skills (verbal and written). Proficient in using general office equipment such as computers, copiers/scanners, and calculators. Familiar with MS Office software (Word and Excel).

This list of duties and responsibilities is not intended to be all-inclusive and can be expanded to include other duties or responsibilities that management deems necessary.