Representative - Member Service

TDECU•Yoakum, TX

10d

About The Position

The Member Service Representative provides members and prospective members with a distinctive service experience focused on improving their financial wellbeing. The role handles a variety of account transactions, builds member relationships, promotes products and services through conversation, and helps members use digital banking solutions. Representatives engage with members in lobby and drive-up settings, resolve inquiries, and support other teams as needed. The position processes basic and complex teller transactions and balances cash, checks, and transaction postings each day. It also involves owning member issues through resolution, escalating feedback, making member callbacks, and providing courteous, professional, and empathetic service. Representatives work toward personal sales goals by cross-selling credit union products and referring members to partner services, while maintaining product knowledge and using systems to understand member relationships. The representative educates members about credit union technology, troubleshoots basic digital-service issues, participates in assigned community development activities, and completes required compliance testing. The role follows Bank Secrecy Act processes and TDECU policies and procedures. Saturday hours are required, and employees must be available during the credit union's core business hours.

Requirements

High school diploma or equivalent required.
Strong attention to detail when working with numbers and names in a fast-paced environment.
Strong interpersonal communication, including courtesy, tact, and diplomacy.
Ability to provide world-class REAL Service and maintain a positive service approach during challenging situations.
Strong oral and written communication skills; ability to speak and write clearly and effectively.
Dedication to meeting the expectations and requirements of internal and external members.
Ability to prioritize tasks, use time efficiently, and manage a broad range of activities; planning and organization skills.
Ability to generate new ideas and develop non-traditional solutions to operational or member service issues.
Ability to operate a ten-key calculator and computer keyboard by touch.
Availability to work during the credit union's core business hours; Saturday hours are required.
Ability to troubleshoot smartphones, tablets, and PCs and assist members with online and mobile banking after completing TDECU training.
Demonstrated ability to understand and resolve problems to a customer's or member's satisfaction.
Ability to use feedback for continuous improvement and development.

Nice To Haves

Additional training is preferred.
Previous experience in cash handling, banking, customer service, or hospitality is preferred.

Responsibilities

Process basic and complex teller transactions, including deposits, withdrawals, check orders, statement printing, stop payments, wire requests, and loan payments in lobby and drive-up environments.
Balance cash, check negotiation, and transaction postings daily.
Support other teams as work volume indicates.
Own member issues through resolution and troubleshoot inquiries in a timely, friendly, and accurate manner.
Escalate member feedback to management and make member callbacks to support Net Promoter efforts.
Deliver professional, courteous, respectful, and empathetic service to members and employees.
Achieve personal sales goals by cross-selling checking, savings, credit cards, loans, CDs, and money markets, and by making referrals to insurance, investment, and mortgage partners.
Maintain knowledge of TDECU products and services and use systems to understand members' existing relationships with TDECU.
Educate members about emerging and existing credit union technology and digital solutions, including mobile, online, and ATM offerings.
Troubleshoot basic technology and digital banking issues and escalate more complex issues as needed.
Participate in assigned community development activities in support of the Credit Union's mission, vision, purpose, and values.
Complete mandatory compliance testing on time and implement Bank Secrecy Act processes and TDECU policies and procedures.
With experience, demonstrate and coach job-required skills and behaviors for newer team members.