Member Service Representative

About the Role

The Member Service Representative delivers a unique Member experience to improve Member financial wellbeing. This role assists Members and prospective members with various account transactions, educates them on digital solutions, and identifies opportunities to refer needed products and services. The position also involves lobby engagement activities, troubleshooting Member inquiries, and achieving personal sales goals.

Responsibilities

• Assist Members with account transactions including deposits, withdrawals, loan payments, and check cashing.
• Deepen relationships and drive REAL Service by educating Members on digital solutions.
• Identify and refer Members to appropriate products and services through conversation.
• Perform lobby engagement activities to connect with Members and position products to meet their needs.
• Troubleshoot and resolve Member and internal inquiries in a timely, friendly, and accurate manner.
• Process basic and complex teller transactions in both lobby and drive-up environments.
• Balance all instruments, including cash, check negotiation, and transaction posting daily.
• Own Member issues through resolution and escalate feedback to Management as needed.
• Achieve personal sales goals by cross-selling TDECU products and making partner referrals.
• Educate Members on credit union technology and digital solutions, troubleshooting basic issues.
• Participate in community development activities to support the Credit Union’s Mission, Vision, Purpose, and Values.
• Complete mandatory compliance testing and implement processes required by the Bank Secrecy Act and TDECU policies.

Qualifications

• High School Diploma or equivalent required.
• Previous experience in cash handling, banking, customer service, or hospitality preferred.

Skills

• Strong attention to detail and ability to work with numbers and names in a fast-paced environment.
• Excellent interpersonal communication skills, including courtesy, tact, and diplomacy.
• Ability to provide world-class REAL Service and maintain a positive attitude.
• Strong oral and written communication skills.
• Effective task prioritization and time management skills.
• Creativity in generating unique solutions to operational or Member service issues.
• Proficiency in operating a ten-key calculator and computer keyboard by touch.
• Ability to troubleshoot smartphones, tablets, PCs, and assist with online/mobile banking.
• Demonstrated problem-solving abilities and customer satisfaction focus.
• Willingness to use feedback for continuous improvement and development.

Physical Demands and Work Environment

• Frequently required to stand, walk, and sit.
• Specific vision abilities include close vision, distance vision, and the ability to adjust focus.
• Moderate noise level in the work environment.

Availability to work within the Credit Union’s core business hours, including Saturdays, is required.