Customer Service Rock Stars - goodyear

Call Center/Member Service Representative

Since 1929, we have been dedicated to delivering quality products and services that help our members achieve financial success. We are proud that we are Arizona’s FIRST credit union and we are still as dedicated to delivering quality products and services to our members now as we were back then. Our commitment to creating a People Helping People culture is as strong as ever. We are looking for people who enjoy helping others, building relationships, crave a culture of mutual support and want to strengthen our team with their unique qualities. Become part of the First Credit Union team.

Summary/Objective

Perform a wide range of transactional duties to serve members (in person, online, by phone). Build new and maintain existing member relationships that result in optimal member experience. Maintain accurate transactional records. Provide a variety of member savings, share draft/checking and credit account transactions in accordance with credit union policies and procedures. This person requires an ability to communicate effectively with prospective and current members and to represent the credit union in a positive manner that supports our FIRST values.

Essential Functions

1. Greet and welcome members to the credit union in a courteous, friendly, respectful, professional and timely manner, providing prompt, accurate and efficient member transactions.
2. Receive share drafts/checks and cash for deposit to accounts, verify amounts, examine share drafts/checks for proper endorsement, and enter deposits into computer records. Assist with mail or email transactions as needed.
3. Cash share drafts/checks and process withdrawals; pay out money after verification of Identification and member balances.
4. Receive consumer loan, home loan and other payments, and ensure the payments match balances due and are accurate when posting to the computer. Generate member receipts.
5. Post IRA contributions and withdrawals, open and/or close certificates of deposit. Opening IRA accounts, processing transfers and rollovers.
6. May serve as Teller. Provide transactional member service, including but not limited to the following: accept and process deposits, withdrawals and payments and handle other over the counter transactions.
7. Place holds on accounts for uncollected funds.
8. Maintain an up-to-date and comprehensive knowledge on all credit union products and services along with comprehensive knowledge on all related policies, procedures, rules and regulations, including robbery procedures.
9. Promote, explain, refer and cross-sell other credit union services such as electronic services, credit and debit cards, accounts and loans.
10. Outbound contact with existing members for follow-up, cross sell opportunities, offers and campaigns.
11. Opening membership accounts and additional shares. Correct processing of maintenance on existing accounts (name, address, beneficiary and any other ownership changes). Properly close accounts by member request or beneficiary purposes.
12. Interview members for loan applications. Accurately collect information in order to process and fund all loan types (secured and unsecured).
13. Comply with NMLS registry and training to offer home equity loan products.
14. Knowledge to complete account and loan documentation. May include serving as Notary Public.
15. Scan daily work, perform such other teller functions that might be needed from time to time, and assist others to complete tasks and work assignments.
16. Assist tellers and newer staff members as a resource for member solutions.
17. Troubleshoot and resolve member concerns.
18. Ensure compliance with all internal controls and established policies and procedures.
19. Complete required training curriculum as identified by management and/or Organizational Development.
20. Comply with the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).
21. Occasionally, the representative will be asked to work at a different location, if a different branch needs coverage.

Competencies

Superb member service orientation. Strong numeric ability. Accuracy