Member Connect Representative - Murfreesboro, TN

Job Description

Essential Duties and Responsibilities

• Greets and authenticates members, assesses their needs and concerns; takes initiative to develop solutions and follow through to ensure member satisfaction; completes all necessary documentation.
• Provides general account information; promotes appropriate products and services to match member needs.
• Documents and processes member transactions, including but not limited to; deposits, withdrawals, payments, transfers, line of credit advances, account corrections and maintenance.
• Assists other departments in servicing a variety of member needs and concerns, including but not limited to; credit and debit card activations and disputes, collection issues, and compromised accounts.
• Provides basic online banking assistance including unlocking accounts, password resets and updating security contact information.
• Operates computers, scanners, copiers, optical imaging, mail and other related standard office and processing equipment.
• Maintains records of work performed; assists in maintaining an inventory of supplies for the department.

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
• Delivers friendly, caring service to internal and external members.
• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
• Follow all physical and online security procedures and maintain strict confidentiality of all member information.
• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
• Works scheduled hours and maintains punctuality.
• Performs other related duties as assigned or requested.

EDUCATION/EXPERIENCE

Minimum Qualifications

To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required. An equivalent combination of education and experience may be considered.

Education Requirements

High School or GED - Required

Experience Requirement

2 Years - Prior customer service experience - Preferred

Experience in a call center environment - Preferred

SKILLS/ABILITIES

• Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.
• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
• Resolve problems utilizing advanced knowledge and experience.
• Ability to work in a fast paced environment
• Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
• Use correct English including spelling, grammar and punctuation.
• Operate computers and use business software and other standard office equipment.
• Understand and follow written and oral instructions.
• Set priorities and manage one’s own time effectively.

PHYSICAL DEMANDS

Physical Demands Disclaimer

The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• Intermittent standing, sitting, walking, bending and climbing.
• Using hands repetitively to handle, feel or operate computers and other standard office equipment.
• Reaching with hands and arms.
• Intermittent lifting and carrying up to 25 pounds.

WORK ENVIRONMENT

Work Environment Disclaimer

An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion;

Work Environment

Works in a high call volume, fast paced call center environment.

Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.

We are proud to be a Drug-Free and Tobacco Free Workplace.