Member Solution Specialist - Rover - Full Time

Tennessee Valley Federal Credit Uni; Chattanooga (TN); On-site; USD 40,000 - 55,000; Full time

Job summary

TVFCU is seeking a Roving Member Solution Specialist to support branch teams and build strong member relationships. You will promote TVFCU products, assist with transactions, and guide members through digital banking options.

A high school diploma is required, with finance certifications seen as a plus, and strong communication is essential. You may work across branches or in-store locations, with schedules aligning to network needs and weekend/extended hours as needed.

Qualifications

• Excellent interpersonal and communication skills with the ability to explain financial concepts clearly.
• Exceptional problem-solving skills and the ability to handle member concerns professionally.
• Proficiency in using email and Microsoft Office tools.

Responsibilities

• Promptly welcome members in the branch and promote exceptional service.
• Understand financial goals and offer personalized solutions.
• Process transactions including deposits, loan closings, debit cards, and banking inquiries.
• Educate members on online and mobile banking and digital tools.
• Maintain confidentiality and accurate member records; stay updated on policies.
• Move between branches as needed and contribute to production goals.

Skills

Interpersonal communication

Problem-solving

Customer service

Microsoft Office

Education

High school diploma

Finance certifications (plus)

Tools

Microsoft Office

Job description

JOB SUMMARY:The Roving Member Solution Specialist (RMSS) travels throughout the branch network, serving as additional support to the branch due to staffing shortage. In the branch, the primary purpose of the RMSS is to provide exceptional service to our members by offering personalized financial solutions and assistance. This role is responsible for going beyond processing transactions by building and maintaining strong relationships with members while promoting TVFCU’s products and services. The RMSS will maintain a positive, enthusiastic, and investigative mindset while providing excellent communication and problem solving skills, a solid understanding of TVFCU products and services, and a passion for helping others achieve their financial goals.The RMSS may work one of two schedules as follows (based on network needs):Branches – Monday-Thursday 8:45am – 5:30pm Friday 8:45am – 6:30pmIn-Store Locations – Monday-Friday 9:45am – 6:30pmESSENTIAL DUTIES AND RESPONSIBILITIES:Promptly welcome members in the branch while promoting an atmosphere of exceptional member service through positive member interactions.Initiate and maintain engaging member conversations to understand their financial goals and/or concerns. Address their inquiries by offering personalized solutions and accurate information.Proactively identify opportunities to deepen member relationships and recommend appropriate TVFCU products and services.Process various member transactions and inquiries, including, but not limited to: business deposits, loan closings, issuing debit cards, answer online and mobile banking questions, as well as troubleshooting basic online and mobile banking issues.Promote the benefits of digital banking by educating members on online and mobile banking.Maintain composure with a positive attitude while resolving member issues and discrepancies in a timely and professional manner. Collaborate with branch manager and/or relevant departments when necessary.Meet or exceed established production goals by uncovering needs and offering TVFCU products and services.Maintain in-depth knowledge to have the ability to answer routine to complex questions regarding products, services, policies, and procedures.Maintain confidentiality of all member information.Maintain knowledge and comply with all policies and procedures. Complete all required training.Demonstrate an ability to be flexible and adaptable to change, willing to move from one branch to another at a moment’s notice.Maintain a dependable record of attendance and timeliness.Complete all courses assigned in BVS in accordance with Credit Union policy.Proactively demonstrate the TVFCU core values of integrity, honesty, flexibility, teamwork, leadership, accountability, and strong relationships in every interaction with members and co-workers.Perform other duties as assigned.EDUCATIONAL AND WORK EXPERIENCE REQUIREMENTS:High school diploma or equivalent; additional certifications in finance or related fields are a plus.Proven experience in member service or sales role, preferable within the banking or credit union industry.Excellent interpersonal and communication skills with the ability to explain financial concepts in a clear and understandable manner.Exceptional problem-solving skills and the ability to handle member concerns and complaints with professionalism and empathy.Ability to effectively interact with members and potential members in a professional manner with a demonstrated ability to achieve individual goals.Strong attention to detail and accuracy in handling financial transactions and maintaining member records.Ability to work effectively both independently and as a part of a team in a fast-paced, dynamic environment.Proficiency in using email and Microsoft Office tools.Flexibility to work weekends and/or extended hours as needed.Demonstrated commitment to providing outstanding member service and building long-term relationships with members.If you are considered for an offer of employment at TVFCU, you must successfully complete a pre-employment screen that includes:Verification of education, employment and other pertinent data included on your employment application, and eligibility to work in United States.Criminal background check and drug screening.Pre-employment credit check requiredPre-employment screening helps TVFCU provide a safe environment for our members and employees, minimize risk, and ensure federal compliance.