Member Service Telephone Representative (PT)
Title:Member Service Telephone Representative (PT)
Under general supervision, and in accordance with established policies and procedures, performs a broad variety of functions by telephone pertaining to members’ accounts to include:  provide deposit and loan account information, transfer and withdrawal of funds, complete documents, process forms and maintain a variety of records and files.  Answers questions and solves problems for members concerning all phases of deposit and loan accounts.  Ensures compliance with all legal requirements and regulations.  This is a sales position.  Credit Union sales expectations must be met.

ESSENTIAL FUNCTIONS       (E) Essential or (N) Nonessential
35%     Receive members, by phone, determine nature of business, handle all member inquirie(s)/request(s) and refer to loan department only when necessary.  Provide routine information, by phone, concerning Credit Union products and services.  Answer member questions concerning deposit and loan interest rates and services.    E

25%     Make deposit account transfers, check withdrawals and loan payment transfers at
members’ request. E
15%     Attain and maintain knowledge of all Credit Union products and services to support cross-selling to all members.  Recommend products and services that will benefit the member. E  
10%     Process requests for photo copies, clearing differences and copies of statements.  E
10%     Research and resolve member deposit account problems and discrepancies; research deposit accounts.Solve member problems and complaints and accept responsibility for the problem until it is resolved.  Perform revisions to members’ deposit accounts.     E
5%       Perform other duties and responsibilities as required or assigned and assists others to complete tasks and work assignments.   N


1.    To enthusiastically sell all deposit, loan, and other services to current and  prospective members.  Determine, through active listening and asking pertinent questions, the most appropriate service to the member’s specific financial situation and goals.  Expected to meet specified sales goals.  Cross sells members on the benefits of utilizing other Credit Union services and meets goals set forth by the Credit Union.

2.    Provide professional, prompt, efficient and courteous service to members in the area of deposit and loan service operations by telephone.
  • Members receive top priority over other clerical deposit and loan functions;
  • Practices teamwork to eliminate callers' waiting time.
  • Provide prompt, accurate, courteous, friendly, and professional service to all members by telephone according to department standards.
  • Assure that appropriate records are maintained on XP system within 24 hours of  action and required reports are prepared by established timeline.
  • To close, organize and complete member documents by end of day.

3.    To process members transactions with 3% or less error rate. 

4.    In an atmosphere of trust provide professional, prompt, efficient, courteous and accurate support to the members and branch office in processing of member deposit and loan accounts; work together as a team with a common goal of excellent service.  Provide timely, respectful, courteous, and accurate service to internal members at service levels set by Credit Union. 

5.    Develop and maintain knowledge and skills in deposit and loan areas.

  • To maintain a working knowledge of the Credit Union's deposit and loan standards and related governmental regulations.
  • To gain knowledge of all Credit Union products and services with test results of 85%

6.    Comply with all Credit Union corporate expectations such as, but not limited to: maintain member confidentiality, adhere to Attendance and Punctuality Policy, adhere to Credit Union security policies, attend and actively participate in  required meetings, training sessions and participate in assigned committees as required. 

7.    Accomplish all major duties and responsibilities according to Credit Union policies and procedure and federal and state laws and regulations.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
High school diploma or equivalent and six months to two years of similar or related experience.  Familiar with standard concepts, practices, and procedures within a particular field.  Relies on limited experience and judgment to plan and accomplish expectations.  Must be PC literate and able to use Windows 2000 or higher release software with the ability to learn new software and proficient with common office equipment such as, but not limited to 10-key calculator, copier, fax machine, and telephone.  Must  be able to learn and use the Credit Union's core data processing system for input/output transactions.  Such usage includes, but is not limited to, retrieval of information, printing out individual account documents, inputting data, updating information, special access to certain fields, and general maintenance of credit union records.  Minimum typing speed of 45 wpm required.
Must be able to perform under stress when confronted with unusual situations in which working speed and sustained attention are critical aspects of the job.  Must display good time management and organizational skills.  Able to handle multiple tasks simultaneously.  Must be able towork a flexible schedule to correspond with variable workload. 
Diversified procedures, specialized job standards, and specific policies limit the latitude permitted for independent judgment. Ability to collect data, establish facts and draw valid conclusions.  Ability to effectively analyze and make decisions.  Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in or from standardized situations.
Ability to work with mathematical concepts such as addition, subtractions, multiplication and division.  Ability to compute ratios, rates and percentages.
Ability to deliver, understand and apply the English language to problem solving situations.  Ability to exchange information with others clearly and concisely, to present ideas, facts and technical information.  Ability to read, analyze and interpret general technical procedures.  Ability to write and respond to instructions and routine correspondence. Skilled in preparing and maintaining records. 
      Ability to effectively respond to individual members and the general public.  Courtesy, tact, and diplomacy are essential elements of the job.  Ability to listen effectively.

Responsible for the accurate and timely completion of all job duties listed in the Job Descriptions in compliance with all Credit Union policies and procedures.  The staff member is expected to follow instructions; receive guidance and supervision; follow work rules, safety practices, work procedures; meet deadlines; observe punctuality and attendance standards, present a professional appearance, cooperative attitude, and pleasant demeanor.
Ability to use full range of body motion including manual and finger dexterity and hand-eye coordination.  Regularly required to use the hands to finger, handle, or feel/discern objects, tools, or controls, such as, but not limited to: personal computer, typewriter and 10-key calculator.  Must occasionally lift and/or move up to 10 pounds.  The position requires hearing to normal range.  Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
While performing the duties of this job, the staff member is continuously required to be alert, remember a significant amount of details, concentrate, exercise judgment, read, write, reason, and take initiative to start and complete tasks, and exercise patience.  Problems encountered are relatively simple in nature, requiring some analysis or research to determine the best solution from a limited number of prescribed options.
Normal office environment where there is little physical discomfort due to temperature, noise and dust.  A staff member may be involved in a potentially hazardous situation (i.e., robbery).  Detailed instructions and procedures are provided to minimize the robbery risk.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Disclaimer: Job descriptions are not intended as and do not create employment contracts.   The above information on this description has been designed to indicate the general nature and level of work performed by staff members within this classification.  Only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded. 
Requirements, skills and abilities included have been determined to be the minimal standards required to successfully perform the position.  In no instance, however, should the duties, responsibilities and requirements delineated be interpreted as all-inclusive.  Supervisors as deemed appropriate may assign additional functions and requirements.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of staff members assigned to this job. Nothing in this description should be considered as a contract or promise, expressed or implied, to staff members that perform any or allthe duties described above.  The Credit Union maintains its status as an at-will employer.  Staff members can be terminated for any reason not prohibited by law. 
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