Job Description

Job Title: Member Service Representative

Department: Call Center

Tropical FCU (TFCU) is a Sun-Sentinel Top Workplace five 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.

Summary: 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. Additionally, 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, troubleshoot problems, handle complaints and cross-sells products and services.

JOB SPECIFIC INFORMATION

GENERAL RESPONSIBILITIES: This position is responsible for all duties relating to processing over the phone transactions and maintenance of member accounts, cross selling of Credit Union products and services, assisting in the consumer lending functions, ensuring adherence to policies, procedures, security and compliance, and providing high quality member service.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide service that meets the Service Standards defined by Tropical Financial Credit Union and achieve annual goals that are established through the Performance Management Process.
• Meet all sales goals as defined in the individual’s performance appraisal {where applicable}.
• Employee is familiar with and applies policies and procedures applicable to the job.
• Produces acceptable standards adhering to established goals set by management.
• Maintains an accurate records of each transaction and balances work daily.
• Cross-sells all credit union products/services that meet the needs of the member.
• Support and provide an optimized member experience via multiple media channels including but not limited to: voice, electronic and written.
• Interacts well with co-workers and members to provide account and service information to fulfill needs.
• Knowledgeable in Member Services, Debit Cards, Credit Cards, Online/Mobile Banking and Bill Payer.
• Effectively deal with job stress, angry callers, and upset members.
• Maintains acceptable attendance/tardiness record and follows established work and break periods
• Performs other duties as required with or without accommodation.