Call Center Member Service Representative - Hybrid

Position Purpose and Objectives

This role serves as a liaison between members and the credit union. The representative provides information on credit union products and services, performs account service and maintenance transactions, and handles various member requests.

Major Duties and Essential Functions

• Embrace Texans CU's core values of excellence, people, integrity, and collaboration.
• Treat members and callers professionally and courteously, providing prompt, efficient, and accurate service.
• Provide telephone service for general and specific service-related information concerning credit union products or policies.
• Respond to members' requests, problems, and complaints, resolving issues, and/or directing them to the appropriate person.
• Offer exceptional service for a variety of requests, including IRA transactions, electronic channel access, account modifications, reporting fraud, address changes, check orders, account reconciliations, and debit card reissues.
• Handle requests for transfers of shares to loan payments, share withdrawals, check requests, CD transactions, line of credit advances, and other member requests.
• Promote credit union products and services based on member needs.
• Maintain up-to-date and accurate information on credit union products, services, systems, policies/procedures, and compliance regulations.
• Research accounts for deposit, withdrawal, and loan-payment discrepancies and assist members with service needs.
• Cross-train on more complex account servicing, including electronic servicing and basic lending functions.
• Perform all other duties as assigned.

Qualifications

Education: High school diploma or equivalent.
Experience: Minimum 1 year in a Call Center environment and 1 year experience at a Financial Institution. Minimum 6 months in a goal-oriented sales environment.

Benefits

The position offers a hybrid remote work arrangement after a 5 to 6 week training period, requiring at least two days per week on-site after training.

Pay

The pay grade is Grade 6.

Schedule

The position offers a hybrid remote work schedule after a 5 to 6 week training period, requiring at least two days per week on-site after training.