Virtual Member Services Representative - Baytown, United States - Community Resource Credit Union
Description
Role:
Essential Functions & Responsibilities:
E 40% Answers & return phone calls and responds to members in an appropriate time frame as outlined by the Virtual Branch Management Team.
E 25% Assesses internal and external members needs regarding financial transactions and services, while adhering to internal controls, security and safety procedures.
E 10% Identifies & Cross-Sells appropriate products and services and generates product and service referrals that are in the member's best interests.
E 5% Serves as a Mentor, providing guidance, feedback, and support to new employees during their training period as needed.
E 5% Assists external & internal members with resolving member service issues in timely & appropriate manner and assists Virtual Branch Management with escalated member service or sales calls as needed.
E 5% Troubleshoots and resolves member issues related to multiple remote channels (mobile app, internet, third party vendors) and services provided by the credit union.
Performance Measurements:
- Maintains effectiveness in varying environments, task, responsibilities and people while still completing assignments in a timely manner.
- Maintains supportive and harmonious relationships with other CRCU managers and staff.
- Effectively cross sells credit union products and services.
- Interacts with members as required in order to perform duties and responsibilities.
- Maintains a professional work environment and professional appearance.
- Produces account cards, change forms, and new accounts in a timely fashion with zero errors.
- Responds to telephone messages and correspondence within one business day.
- Relates effectively with others and understands how to approach or respond to individuals based on their personal style.
- Maintains and improves the financial stability of the Virtual Branch.
- Conducts communications with reporting manager to advise on problems and issues impacting credit union operations.
- Demonstrates an understanding of, and follow the requirements of all regulation compliance, including but not limited to those of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions. Employee shall be trained annually in BSA/AML compliance
Knowledge and Skills:
- Experience_
- Education_
- Interpersonal Skills_
- Other Skills_
- Physical Requirements_
While performing the duties of this job, the employee is regularly required to use hands or fingers, handle or feel; reach with hands and arms; talk and hear.
- Work Environment_
In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.
However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.**This Job Description is not a complete statement of all duties and responsibilities comprising the position.
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