Member Relations Specialist I

TTCU Federal Credit Union • Tulsa, OK

10d

About The Position

Member Relations Specialists I provide information, suggestions, and solutions to members and prospective members through remote communication methods. They connect callers with the appropriate staff representative when needed and create positive member interactions while complying with regulatory requirements, including the Bank Secrecy Act.

The role supports members with account and card services, digital banking enrollment and troubleshooting, website and application navigation, and other financial service needs. It also contributes to cross-selling goals by building trusted relationships, staying informed about products and promotions, and using Touché Customer Relationship Management (CRM) to identify needs and refer appropriate services.

Requirements

• High school diploma or GED.
• One 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 software such as FSP, OnBase, Touché, and Cisco Agent Desktop.
• Ability to follow policies and procedures, support organizational goals and values, and demonstrate dependability through good attendance and adherence to schedules.
• Intermediate written and verbal communication skills for interacting with members about financial transactions, resolving problems, and providing information about products and services.
• Strong attention to detail and ability to appropriately maintain confidential information and exercise discretion, sensitivity, and tact.
• Ability to function effectively within a group or team.
• Ability to promote TTCU’s Core Values through personal integrity, a friendly, enthusiastic, and professional demeanor, extraordinary member service, and teamwork.
• Ability to perform intermediate mathematical calculations with extreme accuracy.
• Ability to manage multiple, simultaneous, and changing priorities and remain composed under deadlines, accuracy requirements, and fast-paced conditions.

Nice To Haves

• Basic member service experience in a banking or related industry.

Responsibilities

• Answer incoming calls from the Member Relations Center Call Queue, determine callers’ needs, provide assistance or direct calls to the appropriate department or branch, and verify caller identity using the phone authentication procedure.
• Provide member services such as ordering checks, processing stop payments, closing lost or stolen debit cards and ordering replacements, resetting debit card PINs, reissuing debit cards for branch personnel, closing savings accounts, updating contact information, providing copies of cleared checks, statements and account histories, adding member-specific messages and passwords or code words, and processing 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 applications, including account and loan applications and forms.
• Contribute to cross-sell goals by building trusting member relationships, staying informed about products, services, and promotions, and using Touché CRM to identify needs and refer appropriate services.
• Perform duties in compliance with applicable regulatory requirements, including the Bank Secrecy Act.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED