Member Serv Center Rep I

SUMMARY OF POSITION

The Member Service Center Specialist is the primary contact for all potential, new and existing members interacting with Tower via phone and digital channels, including email and chat. This position executes all types of share and loan services/requests, accepts various applications and makes sound recommendations for lending. The incumbent professionally represents the credit union to members and delivers high level service through identifying relationship opportunities; matching appropriate products and services to meet member needs; and migrating members to alternative banking solutions.

PRINCIPAL ACCOUNTABILITIES AND FUNCTIONS

• Serves as the primary contact for all potential, new and existing Members and services all share and loan requests.
• Evaluates consumer loan applications.
• Evaluates collateral, verifies appropriate documents are present for processing and follows funding procedures.
• Processes all member requests through various systems and cross-sells all types of share and loan products and services by phone and through the mail.
• Performs administrative duties to support an outstanding level of member service, where timeliness, accuracy and follow-through are critical ensuring compliance with all Tower policies and procedures and Federal and State regulatory statues.
• Abides by current laws and organizational policies and procedures; cooperates with, participates in, and supports adherence to all internal policies, procedures and practices in support of risk management and the overall safety and soundness of the credit union.

REQUIRED QUALIFICATIONS

• High school diploma or equivalency
• One year of experience providing direct customer/member service preferably in a business office setting.
• Sufficient interpersonal skills to positively represent the Credit Union during member interaction.
• Ability to effectively operate PC and other office equipment.

KNOWLEDGE, SKILLS AND ABILITIES

• In-depth knowledge about all products, services, regulations, and procedures of the Member Service Center and other operational departments within the credit union.
• Ability to apply concepts of percentages, ratios and proportions to practical situations and to reconcile and balance transaction records.
• Ability to operate PC in Microsoft Windows environment, familiarity with PC applications (Word, Excel).
• Ability to operate PC in an Internet environment and to assist others with such operation.
• Ability to become proficient in the front end and back-end operations of web site applications such as Digital Banking and Bill Payment.
• Ability to read, analyze and interpret procedure manuals (operational or technical).
• Ability to write routine reports, internal and external communications.
• Ability to interact effectively with technical and non-technical users at all organizational levels.
• Ability to provide explanation or instruction in one-on-one situations either in person or over the telephone, concerning operational and technical issues.
• Ability to write effective, concise, complete correspondence to Tower members on a daily basis.
• Ability to prioritize diverse job assignments and meet established deadlines.
• Ability to complete tasks with a high degree of accuracy and attention to detail.
• Ability to handle a multitude of tasks in a high stress call center environment.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to focus on detail and verify accuracy of numbers and text.
• Ability to interpret a variety of technical instructions in written, mathematical or diagram form.
• Ability to troubleshoot and resolve member issues/problems related to Internet based website applications.
• Ability to solve problems with many concrete variables in a variety of situations.
• Ability to respond to sensitive inquiries and complaints in a timely, effective manner.
• Ability to maintain sensitive and confidential information.
• Knowledge of and adheres to credit union policies and procedures and all regulations related to the bank Secrecy Act, the USA Patriot Act and OFAC.

WORKING CONDITIONS

• Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate.
• Ability to lift up to 15 lbs, with or without assistance, in compliance with ADA.