Member Correspondence Specialist I

Ktvaecu 2024•Knoxville, TN

7d•Onsite

About The Position

The Member Correspondence Specialist I processes member requests and research inquiries, provides information and assistance, and supports Contact Center operations. This is an on-site position with a schedule of 10:15 a.m. to 7:00 p.m., including three Saturdays per quarter from 8:15 a.m. to 12:30 p.m. The role requires professional, courteous service to members and coworkers, accurate handling of documents and transactions, and adherence to Credit Union policies, procedures, and regulations. Knoxville TVA Employees Credit Union is a not-for-profit, Member-owned, locally operated financial institution serving more than 288,000 Members at 25 locations throughout East Tennessee. Its offerings include checking, savings and investment accounts, loans, mortgages, and credit cards.

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.
Ability to perform the essential functions of the position satisfactorily.

Responsibilities

Process member requests received by telephone, chat, fax, or online banking independently.
Complete research requests submitted by Contact Center employees.
Cross-sell Credit Union products and services when opportunities arise.
Process mobile deposit registrations daily.
Answer member questions and resolve problems by listening, collecting information, securing answers, and reporting results.
Inform members 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 job duties according to the need to expedite processing.
Review relevant policies and procedures annually.
Provide service to members and coworkers 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 sharing job knowledge.
Work as a team member 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 PTO leave.
Employer-matched 401(k), with a 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.
Opportunity to serve the local community.