Call Center Member Service Representative - Hybrid

About the position Texans Credit Union has a great opportunity for a Member Service Representative to join our Member Connect (Call Center) team! This is an ideal position for candidates who thrive on providing exceptional customer service by phone! This role offers hybrid remote work after the initial 5 to 6 week training period. This position is required to work-onsite at least twice a week after training period. Position Purpose and Objectives: Serve as a liaison between the member and the credit union. Provide information on the full range of credit union products and services as well as account information by phone. Perform account service and maintenance transactions of all types for members. Additional services may include cross-training on more complex account types.

Responsibilities

• Embraces the core values of Texans CU including excellence, people, integrity, and collaboration.
• Treat all members and callers of the credit union in a professional manner and in line with our EPIC values. Represent the credit union to members in a courteous and professional manner and provide prompt, efficient, and accurate service in the processing of all transactions.
• Provide telephone service for general and specific service-related information concerning credit union products or policies.
• Respond to members’ requests, problems, and complaints, resolving issues, and/or directing them to the appropriate person for specific information and assistance.
• Provide exceptional service for service requests of every kind, including but not limited to: IRA transactions, electronic channel access, account modifications, members reporting fraud, address changes and check orders, account reconciliations, debit card reissues.
• Handle requests from members for transfers of shares to loan payments, share withdrawals, check requests, CD transactions, line of credit advances, and any other requests received from members.
• Promote credit union products and services based on member needs that are obtained from member conversations and/or review of member’s account. Actively cross-sell products and services based on members’ true needs.
• Maintain up-to-date and accurate information on credit union products, services, systems, policies/procedures and compliance regulations.
• Research accounts for deposit, withdrawal, and loan-payment discrepancies and assist members with service needs.
• Crosstrain on more complex account servicing, including electronic servicing and basic lending functions.
• All other duties as assigned.

Requirements

• High-school diploma or equivalent
• Minimum 1 year in a Call Center environment and 1 year experience at a Financial Institution.
• Minimum 6 months in a goal oriented sales environment
• Candidates considered for employment must successfully complete a credit check, background check and drug screen.