Member Relations Specialist I

TTCU Federal Credit Union; Tulsa (OK); On-site; USD 21,000 - 28,000; Full time

Job summary

TTCU Federal Credit Union is seeking a Member Relations Specialist I in Tulsa, OK. The role centers on assisting members via phone and online channels, resolving inquiries, and connecting them with the right departments. Strong attention to detail and reliable attendance are essential.

Ideal candidates have call center background, basic banking knowledge, and proficiency in Microsoft Office while learning TTCU’s systems and CRM tools. Join a team committed to excellent member service.

Qualifications

• High school diploma or GED minimum.
• Reliable transportation required.
• 1 year call center and/or tech troubleshooting experience.
• Basic member service experience in banking preferred.
• Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, SharePoint, Outlook).
• Ability to navigate Internet using Internet Explorer.
• Ability to learn proprietary software such as FSP, OnBase, Touché and Cisco Agent Desktop.
• Follow policies and procedures; dependable attendance and timeliness.

Responsibilities

• Answer incoming calls from the Member Relations Center Call Queue and assess caller needs.
• Assist with debit cards, checks, transfers, and updating account details for members and staff.
• Support Virtual Branch, Mobile Banking, MARCIA, enrollment and login issues; guide members online.
• Support cross-sell goals by staying informed on products and using CRM to refer services.

Skills

Call center experience

Customer service

Microsoft Office

Problem solving

Attention to detail

Teamwork

Education

High School Diploma or GED

Tools

FSP

OnBase

Touché

Cisco Agent Desktop

Job description

Member Relations Specialists I key areas of responsibility are to provide information, suggestions and solutions to members and prospective members using remote communication methods. When necessary, connects members with the staff representative who can provide them the specific assistance they need; thereby creating a positive interaction with the member. Performs duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act.

Essential Job Functions and Responsibilities

Answer Incoming calls from Member Relations Center Call Queue and determine the needs of the caller in order to personally assist them or direct the call to the appropriate department or branch. Verify caller identification using the phone authentication procedure.

Build relationships with TTCU members by providing a wide array of services including but not limited to: ordering of checks; stop payments; closing lost or stolen debit cards and ordering new cards; resetting debit card PIN numbers and reissuing debit cards for Branch personnel; etc. to support internal customers and our members,closing savings accounts, updating phone and email information, providing copies of cleared checks/member statements/account histories; adding member specific messages and code words/passwords; processing seasonal IRA deposits by transfer,

Provide product and service support for Virtual Branch, Mobile Banking, and MARCIA, our 24 hour telephone automated system, by assisting members with enrollment and login/password issues. Assist members with the navigation of our web-site and online applications, which also include account applications, loan applications, and forms.

Contribute to the achievement of cross-sell goals by building trusting relationships with members, staying informed on current products, services and promotions and by utilizing Touché Customer Relationship Management (CRM) to help determine member needs and refer appropriate services.

Minimum Qualifications

Educational Requirements

• High School Diploma or GED required

Certificates/Licenses

• Must have reliable transportation

Experience

• 1 Year experience in a call center and/or technical trouble shooting
• Basic member service experience in a banking or related industry preferred.

Job Knowledge

• Intermediate knowledge with Microsoft Office (Word, Excel, PowerPoint, SharePoint and Outlook)
• Ability to navigate the Internet using Microsoft Internet Explorer
• Ability to learn proprietary computer software such as FSP, OnBase, Touché and Cisco Agent Desktop
• Follow policies and procedures; support organization's goals and values; and demonstrated dependability through good attendance and adherence to timeliness and schedules

Interpersonal Skills

• Intermediate written and verbal communication skills are required to effectively interact with members regarding financial transactions which may involve problem resolution and offer educational information regarding products and services.
• Strong attention to detail and the ability to maintain confidential information appropriately and exercise discretion, sensitivity and tact at all times.
• Ability to function effectively within a group or team.
• Ability to create an atmosphere which promotes TTCU’s Core Values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic and professional demeanor while providing extraordinary service to members and fostering teamwork among employees.

Working Conditions

Routinely perform work indoors in climate-controlled shared work area with a moderate level of noise. Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform intermediate mathematical calculation with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside the organization and demonstrate the highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Equal Opportunity Employer

Equal Opportunity Employer
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