Call Center Member Service Representative - Space City Credit Union Internal

*Must be located in the Houston area*

Are you looking for a progressive company with a great reputation? Do you have keen attention to detail and a high level of accuracy, integrity, and extensive research experience? Want to feel like your work makes a difference?

One of Houston’s premier financial institutions is currently seeking Member Service Representatives responsible for assisting with obtaining the goals aligned with our mission of “going above and beyond your expectations.”

Location:3101 Harrisburg Blvd Houston, Tx 77003

Job Type: Full time

Hybrid position

On site on scheduled Saturdays and when needed.

SUMMARY:

 Responsible for providing service and support to members of the credit union in a call center environment. Educate and set up new and existing members with all the products and services the credit union offers. Provide exceptional member service while maintaining and growing their relationship within the credit union.

The ideal candidate will have previous sales and services experience and be comfortable with office technology, (basic software, computers, scanners, mobile applications) and assisting members over the phone and via email. Must be organized, detailed oriented, and be able to work within an office environment

ESSENTIAL DUTIES & RESPONSIBILITIES:

Opening and setting up all new account types including shares, checking, CDs, IRAs, business accounts, minor and more. MSR must gather the proper documentation required to open or add these types of accounts to existing members

Provide member with proper account information, disclosures, forms and collect proper IDs and signatures as required

Process new account check orders, temporary checks, stop payments, check copies, statement copies, new/re-issue debit cards, direct deposit letters, auto transfers and account research

Cross sell and set up new products and services including home banking, mobile banking, mobile deposit, credit sense, card valet, pop money, uChoose rewards, finance wizard, Balance and more

Deliver above and beyond service, listen to member’s requests and needs and provide them with proper solutions or recommendations

Interview new and existing members and gather information that will allow to assist with their specific needs

Cross-sell other credit union products and services including investments, consumer loans, insurance, mortgages, home equities, credit cards and refer them accordingly to the loan department

Handle general maintenance of loans and skip payments

Excel in assisting and following up with our members through a contact manager system

Assist member with questions, problems, and research on their accounts

Maintenance of all account types, including removing/adding joint owners, adding/removing beneficiaries, changing their address, updating contact information.

Handle close account requests and gather the required documents and signatures for the process. Must remove all account access, including home banking, mobile banking, debit card closure and any other services from our system

Process domestic and international wires for the members

Solve member issues including home banking, mobile banking, mobile deposit, debit cards, dividends, fees, and bill payment

Handle visa debit card fraud and dispute claims, ach disputes, unauthorize ach, check fraud

Incentive pay is based on performance of cross sell goals, MSEs, work queue’s and adherence to policies and procedures

Miscellaneous tasks are assigned as needed by supervisor

Perform such other functions that might be needed from time to time and assist others to complete tasks and work assignments.

Responsible for compliance of all Federal and State rules and regulations pertaining but not limited to Bank Secrecy Act, Anti-Money Laundering, Bank Bribery Act, OFAC, NCUA Privacy Regulations, Reg DD, Reg D, Reg E, Reg CC, Reg Z, Reg B, Service Members Civil Relief, FCRA/FACTA, and Right to Financial Privacy Act

KNOWLEDGE AND EXPERIENCE:

Ability to define problems, collect data, establish facts and draw valid conclusions

 Ability to calculate figures and amounts such as interest, rates, percentages, ratios

 Ability to read, analyze and interpret instructions, procedures and regulations

 Be familiar with BSA/AML/OFAC compliance procedures and attend mandatory yearly trainings.

Two years PC experience including word, excel, and other Microsoft applications

Complete working knowledge of credit union products and services, including but not limited to: loans, savings accounts, certificates of deposits, IRA programs, share draft programs, ATM and debit card services, direct deposit, payroll deduction, etc.

High school graduate or equivalent