Member Service Center Representative I/II

Tower Federal Credit Union • Laurel, MD

19d • $22 - $28

About The Position

The Member Service Center Specialist is the primary contact for all potential, new and existing members interacting with Tower via phone and digital channels, including email and chat. This position executes all types of share and loan services/requests, accepts various applications and makes sound recommendations for lending. The incumbent professionally represents the credit union to members and delivers high level service through identifying relationship opportunities; matching appropriate products and services to meet member needs; and migrating members to alternative banking solutions. The incumbent processes all member requests through various systems and cross-sells all types of share and loan products and services by phone and through the mail. Performs administrative duties to support an outstanding level of member service, where timeliness, accuracy and follow-through are critical ensuring compliance with all Tower policies and procedures and Federal and State regulatory statues. The incumbent abides by current laws and organizational policies and procedures; cooperates with, participates in, and supports adherence to all internal policies, procedures and practices in support of risk management and the overall safety and soundness of the credit union.

Requirements

• High school diploma or equivalency
• One year of experience providing direct customer/member service preferably in a business office setting.
• Sufficient interpersonal skills to positively represent the Credit Union during member interaction.
• Ability to effectively operate PC ) and other office equipment.
• Refer to Career Path Competencies specific to MSCS I, MSCS II, and MSCS III.

Responsibilities

• Serves as the primary contact for all potential, new and existing Members and services all share and loan requests.
• Interviews and evaluates consumer loan applications.
• Evaluates collateral, verifies appropriate documents are present for processing and follows funding procedures.
• Performs monetary transactions and account/file maintenance updates to include check orders, account distributions, stop payments, Debit card requests, club account name changes, address changes and account ownership maintenance or issues.
• Handles intricate questions, reconstructs accounts, researches problems, files claims on behalf of the members and communicates solutions to members/employees.
• Release debit card holds and resets Tower Talk 24 and/or Digital Banking PINs as outlined by the MSC procedures.
• Processes all wire transfer requests initiated by phone adhering to all policies and procedures.
• Resolves product, service or account problems by clarifying the member's concern; determines the cause of problem; selects and explains the best solution to solve the problem; expedites corrections or adjustment; follows up to ensure resolution.
• Provides timely and effective service to members utilizing the phone and mail.
• Acts as primary contact for all potential, new and existing members by cross-selling and explaining credit union products and services to effectively meet their needs and the goals of the credit union.
• Interviews members to assess financial needs and recommends appropriate products and services to effectively meet those needs.
• Reviews features and benefits for product/service and handles any objections/questions and conducts necessary follow-up or referral to appropriate department or CUSO.
• Cross-sells products and services through effective use of sales skills and extensive product and service knowledge.​
• Initiates telephone contact, as appropriate, to new and existing members to enhance the relationship ensure satisfaction and cross-sells additional products.
• Provides guidance to members in selection of appropriate savings, IRA and loan products and assists with completion of forms, using this as a tool to identify any additional cross-selling opportunities.
• Advises Member of relevant account features and/or restrictions and discloses all pertinent account information required by law.
• Participates in all required credit union compliance and product knowledge training.
• Ensures compliance with all Tower policies and procedures and Federal and State regulatory statutes in executing all job duties to include providing appropriate verbal and written disclosure of rates and fees for all account and loan types.
• Assists member with Mortgage questions and when applicable, submits Member Contact request form.
• Maintains an awareness of security risks in the areas of member identification, membership eligibility and confidentiality.
• Liaison between other Tower departments and vendors - Harland and Velera
• Initiates follow-up service calls to existing members to enhance relationships and to ensure satisfaction with the service provided. The incumbent must meet prescribed goals in follow-up calls.
• Performs initial troubleshooting for technological issues from members related to our website applications including computer, internet, browser, online and mobile banking, and bill payment issues to provide timely resolutions to members.
• Performs related duties as assigned.

Benefits

• All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits.
• Tower is offering a $1000 Signing/Retaining bonus as of 1/20/2024.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees