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Member Service Representative (Call Center) 


Job Description

Job Title: Member Service Representative

Department: Call Center

Tropical FCU (TFCU) is a Sun-Sentinel Top Workplace five years in a row. Being part of the Call Center Team and TFCU overall will provide you with opportunities to engage by learning, growing, contributing, collaborating, and developing professionally. Join us for a great employee experience focused on engaging employees and members alike.

Summary: Individuals in the job are responsible for assisting Tropical Financial Credit Union in the achievement of its purpose of guiding members successfully through the financial marketplace. Additionally, this position is responsible for providing quality member focused service via inbound and outbound telephone calls. Provides information to members/potential members in an accurate and efficient manner, answers questions and inquiries, troubleshoot problems, handle complaints and cross-sells products and services.




GENERAL RESPONSIBILITIES: This position is responsible for all duties relating to processing over the phone transactions and maintenance of member accounts, cross selling of Credit Union products and services, assisting in the consumer lending functions, ensuring adherence to policies, procedures, security and compliance, and providing high quality member service.


Essential Duties and Responsibilities include the following.  Other duties may be assigned.

  • Provide service that meets the Service Standards defined by Tropical Financial Credit Union and achieve annual goals that are established through the Performance Management Process.
  • Meet all sales goals as defined in the individual’s performance appraisal {where applicable}.
  • Employee is familiar with and applies policies and procedures applicable to the job.
  • Produces acceptable standards adhering to established goals set by management.
  • Maintains an accurate records of each transaction and balances work daily.
  • Cross-sells all credit union products/services that meet the needs of the member.
  • Support and provide an optimized member experience via multiple media channels including but not limited to: voice, electronic and written.
  • Interacts well with co-workers and members to provide account and service information to fulfill needs.
  • Knowledgeable in Member Services, Debit Cards, Credit Cards, Online/Mobile Banking and Bill Payer.
  • Effectively deal with job stress, angry callers, and upset members.
  • Maintains acceptable attendance/tardiness record and follows established work and break periods
  • Performs other duties as required with or without accommodation.
Position Requirements

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  • Knowledge of Credit Union products and services preferred
  • Proven organizational skills,
  • Ability to analyze financial data,
  • Motivator, self-starter, and team player
  • Exhibit a high degree of professionalism and confidentiality in handling and having access to sensitive information.
  • Must have a working knowledge of computers, and strong clerical skills.
  • Must have basic practical knowledge of MS Office, Outlook, Excel, and Word.
  • Strong analytical and organizational skills.
  • Excellent interpersonal and communication skills.
  • Strong ability to multi-task in a face paced environment.
  • Must possess above-average time management, problem-solving, and prioritization skills
  • Bilingual Preferred

Education and/or Experience

  • High school education or equivalent preferred,
  • 1 year relevant Financial Services experience, 2 years customer service experience, 1- 2 year experience in a call/contact center

We offer Excellent Benefits such as:

  • Medical, Rx, Dental, and Vision Insurance
  • Retirement Profit Sharing 401K Plan
  • Accident, Cancer and Hospital Indemnity Plan
  • Prepaid Legal
  • Voluntary Life Insurance
  • Pet Discount Program
  • Paid Time Off/ 11 Paid Holidays
  • Tuition Reimbursement/Student Loan Paydown Program
  • And so much more!
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Non-Exempt  
Location Miramar - Headquarters  
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.  
EOE Statement We 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.  

This position is currently not accepting applications.

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