Members Choice Credit Union (Houston, TX) · 11 hours ago
E-Branch Representative I (Bilingual in Spanish preferred)
Houston, TX, US
Full-time
Onsite
New Grad, Entry LevelMembers Choice Credit Union is a financial institution seeking an E-Branch Representative I to provide excellent member service and handle member service inquiry calls. The role involves managing inbound calls, processing transactions, and cross-selling financial products to meet member needs.
CreditFinancial ServicesLending
Responsibilities
Provide prompt, professional, accurate service and support to all members and associates while abiding to member centric model for service standards established by the credit union
Answer 40-80 inbound calls daily with emphasis on exceptional customer service and accuracy of data input. This includes processing payments, balance transfers, and providing general account information for credit union members
Answer calls independently, following policies and procedures and using sound judgment. Refer calls to supervisory personnel and other staff only when necessary. Obtain detailed information on member questions and problems in order to manage call volumes efficiently
Listen effectively to member requests and offer solutions and cross sell products and services to meet member’s needs, logging referrals appropriately and in a timely manner
Process transactions on all account types according to policies and procedures
Explain monthly statements, research account history, resolve member problems or questions, process account corrections or stop payments on checks, and assist members in balancing their accounts
Provide assistance regarding all Card Services requests
Provide accurate and complete information regarding payments, interest calculations, and payoff amounts for existing loans
Assist with but not limited to set-up of direct deposit and automatic transfers
Assist with all account types and ownership options, provide counseling of the required information and documentation
Maintain member account information and perform basic and more complex requests including but not limited to IRA’s, loan modifications, and decedent member issues as requested by the member using the proper documentation and procedures
Accurately prepare all paperwork, documents and forms
Attend work-related courses and seminars and pursue a program of self-development
Manage challenging situations efficiently, promptly and professionally
Adhere to the call time goals set by management and cross sell financial products and services as they relate to company standards while abiding to the member centric model
Responsible for maintaining a positive working relationship with all employees, clients, members and customers by interacting with them in a respectful, courteous and professional manner
Abide by all company policies and procedures as listed in the Employee Handbook and/or established by or directed by management, including strict adherence to company attendance/punctuality policy
Performs at a high level that aligns with the member centric model
Participates in community relation activities and groups to represent the Credit Union
Performs other related duties as required and assigned
Qualification
Required
High School Diploma or GED required
Ability to troubleshoot and analyze simple and complex problems via phone utilizing professional verbal communication skills
Ability to work a flex schedule Monday - Friday with rotating Saturdays
Ability to manage multiple tasks in a fast-paced environment
Provides friendly, prompt, professional and accurate service and support to all members and associates
Maintains a dependable record of attendance and timeliness
Attend training and complete online learning assignments to continuously increase job knowledge and overall performance in order to provide an increased level of service to members
Provides best of class, Member Centric service
Proficient computer skills
Professional office appearance
Courtesy, tact and diplomacy are essential elements of the job
Professional verbal and written communication skills
Ability to articulate concepts well while dealing with a diverse group of members, staff, and management
Ability to make decisions and use judgment within proper authority levels
Promote a collaborative, cooperative and productive work environment
Preferred
Bilingual in Spanish is a plus
Previous call center experience or related customer service experience is preferred
BA or BS a plus
Company
Members Choice Credit Union (Houston, TX)
Members Choice Credit Union is a full-service financial institution based in Houston, Texas. We have been in business for over 80 years.
Founded in 1941
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Luke Billeri
President & CEO
Recent News
Business Journals
2023-06-20
2023-03-04
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