Member Service Representative (Call Center) Hybrid-Remote

Bilingual in Spanish Preferred

Are you looking for an organization that values your experience? Are you a skilled customer service professional ready to take your career to the next level? If so, keep reading!

Tropical FCU (TFCU) is a Sun-Sentinel Top Workplace SIX years in a row. Being part of the Call Center Team and TFCU overall will provide you with opportunities to engage by learning, growing, contributing, collaborating, and developing professionally. Join us for a great employee experience focused on engaging employees and members alike

This position is responsible for providing quality member-focused service via inbound and outbound telephone calls. Provides information to members/potential members in an accurate and efficient manner, answers questions and inquiries, troubleshoots problems, handles complaints, and cross-sells products and services. Additionally, Individuals in the job are responsible for assisting Tropical Financial Credit Union in the achievement of its purpose of guiding members successfully through the financial marketplace.

JOB SPECIFIC DUTIES

CUSTOMER SERVICE / SALES:

• Identify and resolve Member issues
• Cross-sell Credit Union products and services
• Provide service that meets the Service Standards defined by Tropical Financial Credit Union as measured by the Net Promoter Score survey; annual goals are established through the Performance Management Process.
• Support and provide superior service via phone, fax or email as a receiver and caller.
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special telephone tasks like call transfer, taking messages, call backs, holds, interruptions, and unintentional disconnects.
• Understands the impact of attitude in handling calls professionally.
• Effectively deal with job stress, angry callers, and upset members.
• Use the most appropriate way to communicate with different behavior types on the telephone.
• Apply the elements of building positive rapport with different types of members over the phone.
• Apply the proper telephone etiquette to satisfy various member situations.
• Apply appropriate actions to effectively control a telephone call.
• Identify voice skills and how to enhance a good telephone presentation.
• Meets commitments to members.
• Contact members as necessary.
• Assist with sales calls for new deposit / loan business
• Quote saving rates
• Display Time flexibility towards shifts as per work requirements.
• Meet all goals as defined in the individual’s performance appraisal.
• Processes non-cash teller transactions such as transfers, withdrawals, loan payments, etc.

LENDING:

• Originate consumer loans
• Mortgage referrals to Mortgage Loan Officer

ADMINISTRATIVE:

• Ensure compliance with Credit Union policies and procedures
• Ensure compliance with State and Federal regulations
• Ensure total data / document integrity
• Self-learn / knowledge of Word, Excel
• Manage teller workload / workflow
• Attend educational / training seminars
• Attend regular department meetings
• Maximize office security
• Provide telephone coverage as required
• Recommend service / delivery enhancements
• Recommend improvements to procedures
• Assist with procurement procedures
• BSA Compliance: every employee is required to uphold the credit union’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions within TFCU will take into consideration the awareness of unusual or suspicious activity that is relevant to the department.
• In addition to any other assigned training courses, online BSA and OFAC courses must be completed at least annually, as made available by the Training and/or Compliance Departments.
• Ensure ongoing individual compliance with all regulatory requirements established in the SAFE Act, if required.
• Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, OFAC, Fair Lending and Credit Card Act.
• Comply with all TFCU policies and procedures to ensure compliance with such regulations.
• Performs related duties as required with or without accommodation.