Member Services Representative - Call Center

Job Summary

Under the direction of the Deposit Operations Manager, interact with and serve members by taking their calls into the Call Center and queries in eBanking. Help them with transaction processing, deposit and loan product referrals, and other member needs and services. Play a key role in the success of TCU; MSRs are often the first - and sometimes only - point of contact for our members. Work cooperatively with colleagues and management to achieve TCU's strategic goals and objectives. Adhere strictly to all BSA/AML/OFAC and security practices to safeguard the staff against money laundering and robbery attempts. All responsibilities are to be performed in compliance with TCU standard operating procedures, TCU policies, applicable state and Federal regulations and applicable state and federal law, as well as according to TCU's Core Values and Performance Standards.

Essential Responsibilities

Serve members' financial needs by facilitating the processing of account transactions, including share and other deposit accounts, loan payments and other transactions, and by answering their questions about TCU services, accounts and prospective accounts, and by referring and routing calls to other subject matter experts at TCU.

Build and maintain expertise about TCU's products and services, and make and recognize opportunities to inform members about products and services that could meet their needs.

Provide member support on telephone, for Online Banking, Mobile Banking, Mobile Deposit, and Shared Branching.

Build and maintain expertise about TCU's products and services, and make and recognize opportunities to inform members about products and services that could meet their needs.

Know and adhere to TCU's policies and procedures related to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML) and Office of Foreign Asset Control (OFAC) regulations in order to safeguard against money maundering and other transactions prohibited by Federal law.

Know and adhere to TCU's fraud prevention and response policies and procedures to safeguard members and their accounts and information.

Reconcile accounts as needed and bring all over & short differences to supervisor's attention as soon as known in order to make corrections.

Assist and provide back-up to Deposit Operations Specialists as needed, or directed, including distributing the mail to the appropriate departments, processing of the daily incoming mail, and maintaining updates on mail machine.

Help maintain supplies by checking stock to determine inventory levels; expediting orders and stocking items.

Ensure that operational process and procedures are being followed in compliance with regulations.

Timely completion of own performance evaluation/ and review and submission of supervised employees' evaluations.

Other duties related to TCU's operations or mission as assigned.

Required Experience & Skills

• At least one year of CU or bank retail experience
• Proficiency with Microsoft Office, or software, applications, and SaaS currently used by TCU and assigned to this position
• Can perform responsibilities accurately and timely with moderate and reasonable supervision, with minimal reminders and corrections
• Evident habits of organized workspace and materials, and detail-orientation
• Clear, tactful, friendly and effective written and oral communication
• Critical thinking to evaluate sources of information and draw conclusions

Required Education, Training, Certifications or Licensing

• High School diploma, GED or foreign country equivalent
• Continuing onsite or remote training in compliance and best practices

Physical Requirements

The requirements below represent those that must be met by an employee to perform the essential functions of this job. Reasonable accommodations may be made to enable people with disabilities to perform the Essential Responsibilities and meet these Physical Requirements

• Sit or stand for long periods of time, walk, talk and hear
• lift and/or move up to twenty pounds
• communicate orally, both over the phone and face-to-face, with members and vendors. view a computer monitor and use an alpha-numeric keyboard
• vision abilities required by this job include close vision, distance vision and color vision

Equal Employment Opportunity and Non-discrimination

Tremont Credit Union provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability or genetic information; in addition to (MGL C 151b) mental illness, retaliation and active military. Tremont Credit Union complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.