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Title

Member Service Representative (Call Center) 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
 
Description

Job Description

Job Title: Member Service Representative - MSR (PT - Average 20 hours/week)

Department: Call Center

Reports to: Call Center Member Service Manager

FLSA Status: Non - Exempt (Hourly)

The Part-time MSR role is a great opportunity for an individual seeking flexibility in their schedule while maintaining balance in their lives and contributing value to the TFCU community.  TFCU has been named, Sun-Sentinel Top Workplace three years in a row.  We have a great culture of valuing our employees and members and working diligently to satisfy their needs.

Summary: Individuals in the position are responsible for assisting Tropical Financial Credit Union in the achievement of its purpose of guiding members successfully through the financial marketplace. The MSR position is responsible for providing world-class member-focused service via inbound and outbound telephone calls. The MSR provides information to members/potential members accurately and efficiently, promptly and consistently answers questions and inquiries, troubleshoot problems, assist with concerns, cross-sells products, and services and refers lending products to include mortgage and consumer loans.

JOB SPECIFIC DUTIES

CUSTOMER SERVICE / SALES:

  • Assists the Members in identifying and resolving account issues.
  • Cross-sells Credit Union products and services.
  • Provide service that meets the TFCU Service Standards as measured by the responses of member surveys; meet or exceed established call response and quality goals.
  • Support and provide world-class service via multiple communication methods, including telephone, fax, or email as a receiver and caller.
  • Use questioning and listening skills that support effective and positive telephone communication.
  • Use a practical and professional approach to handle individual telephone tasks like call transfer, taking messages, call backs, holds, interruptions, and unintentional disconnects.
  • Must be able to conduct cashless teller transactions such as transfers of funds between accounts, withdrawals, loan payments, etc.
  • Understands the impact of ensuring a professional and positive attitude in handling calls efficiently.
  • Effectively deals with job stress, angry or upset members.
  • Effectively adapts communication and behavior style to communicate with the members.
  • Apply the elements of building positive rapport with different types of members over the phone.
  • Apply the proper telephone etiquette to satisfy various member situations.
  • Apply appropriate actions to control a telephone call effectively.
  • Identify voice skills and tones to enhance and provide an excellent telephone presentation.
  • Meets commitments to members by contacting them promptly to follow up on pending items or requests.
  • Assist with sales calls for related to deposit or loan business and must be able to quotes current account information and rates.
  • Must be flexible with their work schedule as work requirements may change.
  • Meet or exceed all goals as defined in the individual’s performance appraisal.
  • Must meet or exceed the mortgage and consumer loan referral goals

ADMINISTRATIVE:

  • Ensure compliance with Credit Union policies and procedures
  • Ensure compliance with State and Federal regulations
  • Ensure total data/document integrity in all activities related to the handling of personal and confidential information.
  • Must have a good working knowledge of MS Outlook and Word and basic Excel knowledge.
  • Must be able to manage teller workload and workflow effectively.
  • Must attend and successfully complete educational / training seminars.
  • Must attend regular department meetings.
  • Adhere to all office safety and security measures.
  • Provide additional telephone coverage as required.
  • Recommend service and delivery enhancements.
  • Recommend improvements to procedures.
  • Assist with and comply with procurement procedures.
  • BSA Compliance: every employee is required to uphold the credit union’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions within TFCU will take into consideration the awareness of unusual or suspicious activity that is relevant to the department.
  • In addition to any other assigned training courses, online BSA and OFAC courses must be completed at least annually, as made available by the Training and Compliance Departments.
  • Ensure ongoing individual compliance with all regulatory requirements established in the SAFE Act, if required.
  • Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, OFAC, Fair Lending, and Credit Card Act.
  • Comply with all TFCU policies and procedures to ensure compliance with such regulations.
  • Performs related duties as required, with or without accommodation.
 
Position Requirements

REQUIRED EDUCATION, TRAINING, AND EXPERIENCE: High school education or equivalent, must have a combination of either two years of Financial Services experience, three years customer service experience, and one year experience in a call/contact center.  Must have proven organizational skills, ability to analyze financial data, positive motivator, and communicator, and a team player.  Must have strong knowledge of Credit Union/Banking products and services, proven knowledge of computers and digital and online credit union/banking applications, and strong telephone and communication skills.

WORKING ENVIRONMENT AND REQUIREMENTS

PHYSICAL REQUIREMENT: Verbal phone ability, hearing, sitting at a desk for an extended period of time.

MENTAL REQUIREMENTS: Understanding verbal and written communication, proper grammar, computers, and digital tools dexterity.

TOOLS AND EQUIPMENT USED: Telephone, computer, printer, fax, copier

WORKING CONDITIONS: Standard Office Environment

All of the above duties are subject to reasonable accommodation. The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform job-related tasks, duties, and /or responsibilities other than those specifically presented in this description.

An EEOC Employer.

 
Full-Time/Part-Time Part-Time  
Exempt/Non-Exempt Non-Exempt  
Location Miramar, FL  
About the Organization Tropical is a not-for-profit, member-owned and member operated financial cooperative, serving South Florida since 1935. We operate a fun, and family-oriented work environment where every employee has the opportunity to learn and grow in their career and move up within the organization. It's an organization that values your contributions and rewards you for your performance. TFCU has proven to be an organization that is dedicated not only to TFCU's success, but the success of its employees and the financial success of our members.  

This position is currently accepting applications.

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