Representative
RepresentativeMemberService
“Representative - Member Service at Representative. Skills: Member Service, Problem Resolution, Sales Goals. Deliver unique Member experience. Assist Members with account transactions”
What You'll Achieve.
Improve Member financial wellbeing; Achieves personal sales goals; Support Net Promoter efforts
Industry & Context.
Troubleshoot and resolve Member inquiries; Demonstrated ability to understand and resolve problems
Availability to work with the Credit Union’s core business hours, Saturday hours are required in this role, Ability to troubleshoot smartphones, tablets, PCs, frequently be required to stand, walk, and sit, Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus, The noise level in the work environment is usually moderate
What They're Looking For.
Must Have
High School Diploma or an equivalent mix of education and experience is required, Attention to details to work with numbers and names in a fast-paced environment, Demonstrate interpersonal communication such as courtesy, tact, and diplomacy, Provides world-class REAL Service, oral and written communication ability to speak and write clearly and effectively, Dedication to meeting the expectations and requirements of internal and external members, Ability to effectively prioritize tasks to use time efficiently and to attend to a broad range of activities, Planning and Organization skills, Ability to generate new and unique ideas as solutions to operational or member service issues, and develop non-traditional ways of doing business, Must be able to operate a ten-key calculator and computer keyboard by touch, Availability to work with the Credit Union’s core business hours, Saturday hours are required in this role, Ability to troubleshoot smartphones, tablets, PCs and to assist members with online banking/mobile banking with completion of TDECU training, attention to detail, Demonstrated ability to understand and resolve problems to the satisfaction of a customer/Member, Ability to use feedback for continuous improvement and development, frequently be required to stand, walk, and sit, Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus
Nice to Have
Additional training is preferred, Previous experience in cash handling, banking, customer service or hospitality is preferred, With experience, demonstrates and coaches job-required skills and behaviors for newer team members, Innately ability to demonstrate a proactive and positive attitude toward members, supervisors, co-workers, and the credit union, Maintains positive service approach with Members through challenging situations
What You'll Do.
Deliver unique Member experience
Assist Members with account transactions
Deepen relationships and drive REAL Service
Educate Members on digital solutions
Identify opportunities to refer products
Perform lobby engagement activities
Troubleshoot and resolve Member inquiries
Process teller transactions
Support other teams as work volume indicates
Balance all instruments daily
Own Member issues through resolution
Escalate Member feedback to Management
Make Member call backs
Treat Members and Employees with professionalism
Achieve personal sales goals
Build and maintain knowledge of TDECU products
Utilize systems to be well-informed
Educate members on credit union technology
Troubleshoot basic issues
Participate in community development activities
Complete all mandatory compliance testing
How You'll Work.
Team & Collaboration
Work with product team; Support other teams as work volume indicates; Coaches job-required skills and behaviors for newer team members; Positive attitude toward co-workers
Communication Scope
interpersonal communication; oral and written communication
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