Member Correspondence Specialist I

Knoxville TVA Employees Credit Union•Knoxville, TN

8d•$19 - $21•Onsite

About The Position

Knoxville TVA Employees Credit Union is seeking a service-minded Member Correspondence Specialist I to provide high-quality service to its members. The Credit Union is a not-for-profit, member-owned, locally operated financial institution with 25 locations throughout East Tennessee and more than 288,000 members. This is an on-site role with a schedule of 10:15 a.m. to 7:00 p.m., plus three Saturdays per quarter from 8:15 a.m. to 12:30 p.m. The position handles member requests and research, answers questions, resolves problems, maintains accounts and records, processes mobile deposit registrations, and promotes Credit Union products and services. Starting pay is $19.25–$21.25, depending on work experience.

Requirements

High school diploma or GED.
One year of Contact Center experience.
Knowledge of Member Services operations and procedures.
Basic understanding of Credit Union operations.
Knowledge, skills, and ability to perform the essential functions satisfactorily.

Responsibilities

Independently process member requests received by telephone, chat, fax, or online banking.
Complete research requests submitted by Contact Center employees.
Cross-sell Credit Union products and services at every opportunity.
Process mobile deposit registrations daily.
Answer members’ questions and solve problems by listening, collecting data, securing answers, and reporting results.
Keep members informed about Credit Union services and policies, including account types, interest and dividend rates, direct deposit options, and related services.
Perform file maintenance and account changes as needed.
Check documents and computer entries for completeness and accuracy.
Sort and prioritize duties to expedite processes when needed.
Review relevant policies and procedures annually.
Provide service and assistance to members and co-workers with patience, courtesy, and tact.
Keep the Contact Center Manager or Assistant Manager informed of actual or potential problems.
Balance daily transactions and investigate and resolve out-of-balance situations.
Assist team members in promoting center activities and job knowledge, and work collaboratively to improve overall performance.
Follow Credit Union policies, procedures, and regulations.
Represent the Credit Union professionally in appearance, behavior, and performance.
Maintain regular and predictable attendance.
Work cooperatively with others.
Perform other duties as assigned.

Benefits

Employer-paid health insurance premiums.
Employer-paid dental insurance premiums.
Accrual of paid time off (PTO).
Employer-matched 401(k): 50% match up to 6% of employee contributions.
Employer-paid group life insurance.
Employer-paid long-term disability benefits.
Potential bonus of up to 11% of average salary over the past year based on Credit Union-wide goals.
Paid holidays.
Paid training.
Potential pay increases through additional training opportunities.
Opportunity to earn incentive pay.
Professional development opportunities.
Opportunity to serve the local community.