Tower Federal Credit Union · 1 month ago
Member Service Center Representative I/II
Laurel, MD
Full-time
Onsite
Entry, Mid Level
$22.24/hr - $27.80/hr
1+ years expTower Federal Credit Union is seeking a Member Service Center Representative I/II to serve as the primary contact for all potential, new, and existing members through various communication channels. The role involves processing member requests, cross-selling products, and ensuring compliance with regulatory standards while delivering high-quality service.
Financial Services
Responsibilities
Serves as the primary contact for all potential, new and existing Members and services all share and loan requests
Interviews and evaluates consumer loan applications. Evaluates collateral, verifies appropriate documents are present for processing and follows funding procedures
Performs monetary transactions and account/file maintenance updates to include check orders, account distributions, stop payments, Debit card requests, club account name changes, address changes and account ownership maintenance or issues. Handles intricate questions, reconstructs accounts, researches problems, files claims on behalf of the members and communicates solutions to members/employees. Release debit card holds and resets Tower Talk 24 and/or Digital Banking PINs as outlined by the MSC procedures. Processes all wire transfer requests initiated by phone adhering to all policies and procedures
Resolves product, service or account problems by clarifying the member’s concern; determines the cause of problem; selects and explains the best solution to solve the problem; expedites corrections or adjustment; follows up to ensure resolution. Provides timely and effective service to members utilizing the phone and mail
Acts as primary contact for all potential, new and existing members by cross-selling and explaining credit union products and services to effectively meet their needs and the goals of the credit union. Interviews members to assess financial needs and recommends appropriate products and services to effectively meet those needs. Reviews features and benefits for product/service and handles any objections/questions and conducts necessary follow-up or referral to appropriate department or CUSO. Cross-sells products and services through effective use of sales skills and extensive product and service knowledge. Initiates telephone contact, as appropriate, to new and existing members to enhance the relationship ensure satisfaction and cross-sells additional products. Provides guidance to members in selection of appropriate savings, IRA and loan products and assists with completion of forms, using this as a tool to identify any additional cross-selling opportunities. Advises Member of relevant account features and/or restrictions and discloses all pertinent account information required by law
Participates in all required credit union compliance and product knowledge training. Ensures compliance with all Tower policies and procedures and Federal and State regulatory statutes in executing all job duties to include providing appropriate verbal and written disclosure of rates and fees for all account and loan types
Assists member with Mortgage questions and when applicable, submits Member Contact request form
Maintains an awareness of security risks in the areas of member identification, membership eligibility and confidentiality
Liaison between other Tower departments and vendors – Harland and Velera
Initiates follow-up service calls to existing members to enhance relationships and to ensure satisfaction with the service provided. The incumbent must meet prescribed goals in follow-up calls
Performs initial troubleshooting for technological issues from members related to our website applications including computer, internet, browser, online and mobile banking, and bill payment issues to provide timely resolutions to members
Performs related duties as assigned
Qualification
Required
High school diploma or equivalency
One year of experience providing direct customer/member service preferably in a business office setting
Sufficient interpersonal skills to positively represent the Credit Union during member interaction
Ability to effectively operate PC and other office equipment
Knowledge about all products, services, regulations, and procedures of the Member Service Center and other operational departments within the credit union
Ability to apply concepts of percentages, ratios and proportions to practical situations and to reconcile and balance transaction records
Ability to operate PC in Microsoft Windows environment, familiarity with PC applications (Word, Excel)
Ability to operate PC in an Internet environment and to assist others with such operation
Ability to become proficient in the front end and back-end operations of web site applications such as Digital Banking and Bill Payment
Ability to read, analyze and interpret procedure manuals (operational or technical)
Ability to write routine reports, internal and external communications
Ability to interact effectively with technical and non-technical users at all organizational levels
Ability to provide explanation or instruction in one-on-one situations either in person or over the telephone, concerning operational and technical issues
Ability to write effective, concise, complete correspondence to Tower members on a daily basis
Ability to prioritize diverse job assignments and meet established deadlines
Ability to complete tasks with a high degree of accuracy and attention to detail
Ability to handle a multitude of tasks in a high stress call center environment
Ability to define problems, collect data, establish facts and draw valid conclusions
Ability to focus on detail and verify accuracy of numbers and text
Ability to interpret a variety of technical instructions in written, mathematical or diagram form
Ability to troubleshoot and resolve member issues/problems related to Internet based website applications
Ability to solve problems with many concrete variables in a variety of situations
Ability to respond to sensitive inquiries and complaints in a timely, effective manner
Ability to maintain sensitive and confidential information
Ability to determine needs and sell solutions to others
Knowledge of and adherence to credit union policies and procedures and all regulations related to the bank Secrecy Act, the USA Patriot Act and OFAC
Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate
Ability to lift up to 15 lbs, with or without assistance, in compliance with ADA
Benefits
Exceptionally low medical premiums
$1000 Signing/Retaining bonus
Company
Tower Federal Credit Union
Tower Federal Credit Union was founded in 1953
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Richard Stafford
President & CEO
Recent News
Maryland Daily Record
2026-01-03
Tower Federal Credit Union
2025-09-04
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