Member Relations Specialist I

TTCU•Tulsa, OK

About The Position

Member Relations Specialists I provide information, suggestions, and solutions to members and prospective members through remote communication methods. They resolve member needs directly when possible and connect callers with the staff representative, department, or branch that can provide specific assistance. The role is performed in compliance with regulatory requirements, including the Bank Secrecy Act. The position supports members with account and debit-card services, digital banking products, website navigation, and online applications. It also contributes to cross-sell goals by building trusting member relationships, staying informed about products and promotions, and using the Touché Customer Relationship Management (CRM) system to identify needs and refer appropriate services. Work is routinely performed indoors in a climate-controlled, shared work area with a moderate noise level. The specialist must be able to work independently with limited supervision or as part of a team, handle multiple changing priorities, and maintain accuracy, composure, confidentiality, and professional service under pressure.

Requirements

High school diploma or GED.
At least 1 year of experience in a call center and/or technical troubleshooting.
Reliable transportation.
Intermediate knowledge of Microsoft Office, including Word, Excel, PowerPoint, SharePoint, and Outlook.
Ability to navigate the Internet using Microsoft Internet Explorer.
Ability to learn proprietary computer software, including FSP, OnBase, Touché, and Cisco Agent Desktop.
Intermediate written and verbal communication skills to discuss financial transactions, resolve problems, and explain products and services.
Strong attention to detail and ability to handle confidential information with discretion, sensitivity, and tact.
Ability to function effectively independently and as part of a group or team.
Ability to read and follow written instructions and oral instructions, speak clearly, and deliver information in a logical, understandable sequence.
Ability to perform intermediate mathematical calculations with extreme accuracy.
Ability to deal calmly and professionally with diverse personalities and provide high levels of customer service and discretion.
Ability to work under deadline pressure and at a fast pace while maintaining composure, accuracy, and quality, and to manage multiple, simultaneous, changing priorities.
Dependability demonstrated through good attendance and adherence to timeliness and schedules.
Ability to support organizational goals and values and foster teamwork while maintaining personal integrity and a friendly, enthusiastic, professional demeanor.

Nice To Haves

Basic member-service experience in banking or a related industry is preferred.

Responsibilities

Answer incoming calls from the Member Relations Center call queue; determine callers’ needs and assist them or direct them to the appropriate department or branch.
Verify caller identity using the phone authentication procedure.
Provide member services such as ordering checks, placing stop payments, closing lost or stolen debit cards and ordering replacements, resetting debit-card PINs, and reissuing debit cards for branch personnel.
Close savings accounts; update phone and email information; provide copies of cleared checks, member statements, and account histories; add member-specific messages and code words or passwords; and process seasonal IRA deposits by transfer.
Assist members with enrollment and login or password issues for Virtual Branch, Mobile Banking, and MARCIA, the 24-hour automated telephone system.
Help members navigate the website and online account applications, loan applications, and forms.
Support internal customers and members by providing a wide array of services.
Contribute to cross-sell goals by building trusting relationships, staying informed about current products, services, and promotions, and using Touché CRM to identify member needs and refer appropriate services.
Follow applicable policies and procedures and comply with regulatory requirements, including the Bank Secrecy Act.
Provide professional, accurate, and discreet service while handling confidential information and member concerns.