Member Service Center Representative I/II

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.

The incumbent 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.

The incumbent 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. 

Serves as the primary contact for all potential, new and existing Members and services all share and loan requests.

Interviews and evaluates consumer loan applications. Evaluates collateral, verifies appropriate documents are present for processing and follows funding procedures. 

Performs monetary transactions and account/file maintenance updates to include check orders, account distributions, stop payments, Debit card requests, club account name changes, address changes and account ownership maintenance or issues.  Handles intricate questions, reconstructs accounts, researches problems, files claims on behalf of the members and communicates solutions to members/employees. Release debit card holds and resets Tower Talk 24 and/or Digital Banking PINs as outlined by the MSC procedures. Processes all wire transfer requests initiated by phone adhering to all policies and procedures.

Resolves product, service or account problems by clarifying the member’s concern; determines the cause of problem; selects and explains the best solution to solve the problem; expedites corrections or adjustment; follows up to ensure resolution.  Provides timely and effective service to members utilizing the phone and mail.

Acts as primary contact for all potential, new and existing members by cross-selling and explaining credit union products and services to effectively meet their needs and the goals of the credit union. Interviews members to assess financial needs and recommends appropriate products and services to effectively meet those needs. Reviews features and benefits for product/service and handles any objections/questions and conducts necessary follow-up or referral to appropriate department or CUSO. Cross-sells products and services through effective use of sales skills and extensive product and service knowledge.​ Initiates telephone contact, as appropriate, to new and existing members to enhance the relationship ensure satisfaction and cross-sells additional products. Provides guidance to members in selection of appropriate savings, IRA and loan products and assists with completion of forms, using this as a tool to identify any additional cross-selling opportunities.  Advises Member of relevant account features and/or restrictions and discloses all pertinent account information required by law.

Participates in all required credit union compliance and product knowledge training.  Ensures compliance with all Tower policies and procedures and Federal and State regulatory statutes in executing all job duties to include providing appropriate verbal and written disclosure of rates and fees for all account and loan types.  

Assists member with Mortgage questions and when applicable, submits Member Contact request form. 

Maintains an awareness of security risks in the areas of member identification, membership eligibility and confidentiality.

Liaison between other Tower departments and vendors – Harland and Velera

Initiates follow-up service calls to existing members to enhance relationships and to ensure satisfaction with the service provided.  The incumbent must meet prescribed goals in follow-up calls.

Performs initial troubleshooting for technological issues from members related to our website applications including computer, internet, browser, online and mobile banking, and bill payment issues to provide timely resolutions to members.

Performs related duties as assigned.

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.

Refer to Career Path Competencies specific to MSCS I, MSCS II, and MSCS III.

This position requires an 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

Ability to determine needs and sell solutions to others

Has 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.

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.