Member Services Representative jobs in South Bend, IN

Virtual Member Services Representative

We are searching for an experienced Virtual Member Services Representative.
South Bend, Indiana 46601

Essential Function

• Maintains a high level of member service in accordance with TCU Service Expectations.Responsible for processing member transactions (handling of cash and checks, account deposits, account transfers, payments) in a
• proficient and accurate manner while adhering to TCU procedures Security guidelines.
• Responsible for maintaining a high level of confidentiality about member account information.
• Engage with members in an informative, knowledgeable, and helpful manner about TCU products and services through our Interactive Teller Machine.
• Perform outbound calling by reviewing, updating and calling prospect list, following up with members and calling on call campaigns regularly.
• Performs changes to existing account as requested by members.
• Complies with the credit union Check cashing, and transaction approval limit policies.
• Has a strong understanding of and complies with Reg CC, Check Handling, Reg D, BSA etc.
• Assumes leadership role. This includes, but is not limited to, volunteering for special projects within the scope of job responsibilities, assuming additional duties assigned by supervisor/manager that assisting with the growth and advancement of the Credit Union.
• Participate in continuing education as assigned.
• Problem Resolution Effectively use Relationship Building with Conversation to handle member concerns and provide first contact resolution and build lasting member relationships through exceptional service
• Educate and promote the use of ITM’s with members
• Proficiently utilize various computer applications to assist with member and team member support and satisfaction
• Identify and discuss opportunities to promote credit union products and services to retain members and increase wallet share.

**Variability in hours including weekend and holiday hours

• Self-driven
• Interpersonal and human relation skills needed to interact with the membership and team members in a professional environment
• Must have excellent communication skills that transcend a video/electronic face to face member environment. Must be comfortable with being on camera.
• Skills in Microsoft programs
• High level of TCU product knowledge with a full understanding of needs- based selling.
• Ability to proactively problem solve by demonstrating concern and empathy while seeking a resolution that is in the best interest of the member and TCU
• Excellent communication skills using clear and pleasant voice.
• Ability to sit and/or stand at a desk for an extended period of time.
• Ability to multitask: Will be required to use 2-3 software programs concurrently to complete a transaction

Accountability

• Must have a high degree of TCU product knowledge, full understanding of needs-based selling, practice and use LAER techniques.
• Accountable for understanding and applying TCU policies and procedures relating to the Bank Secrecy Act (BSA/AML, CIP and OFAC).
• Accountable for Performance Management Goals as agreed upon with Supervisor.
• Accountable for understanding and applying government laws and regulations and TCU policies and procedures relating to the Anti-Money Laundering Regulations including but not limited to the Bank Secrecy Act (BSA), US PATRIOT ACT and OFAC.

• High school diploma or equivalent experience
• Experience working in a financial environment.
• Six months of member service experience