Job Description

- In an inbound call center setting, the Member Service Representatives will
create exceptional member service experiences by maintaining a professional demeanor and
delivering world class service to our members. The primary focus of the job is servicing existing
Credit Union products and referring related products after identifying member needs.

Essential Job Functions
• Responds to inquiries from members regarding specific account inquiries, product
offerings and general questions regarding the Credit Union through multiple contact
methods.
• Educates & troubleshoots with members on digital self-service tools including
online/mobile banking, live chat, etc.
• Handle Domestic / International wires
• Gathers documentation for opening consumer accounts, business accounts, and IRAs
• Responsible for general maintenance of members accounts such as change of
addresses, processing stop payments, verification of deposits, check copies, statement
copies, and account research.
• Revise accounts, add or remove joint owners as requested by member or joint signer.
• 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
Monthly incentive pay will be based on performance of cross sell goals.
Education and Experience Previous customer service experience required. Call center or
banking experience is a plus.
Skills and Abilities To perform the job successfully, an individual should demonstrate the
following competencies: Strong written and verbal communication skills. Excellent problem
solving and customer service skills. Ability to work effectively in a team environment. Strong
organizational and time management skills.
• Intellectual - Problem Solving – Identifies and resolves problems in a timely manner;
gathers and analyzes information skillfully; develops alternative solutions
• Interpersonal - Interpersonal Awareness - The ability to notice, interpret, and anticipate
others' concerns and feelings, and to communicate this awareness empathetically to
others. Written Communication - The ability to express oneself clearly in business
writing. Fostering Teamwork - As a team member, the ability and desire to work
cooperatively with others on a team; as a team leader, the ability to demonstrate
interest, skill, and success in getting groups to learn to work together. Oral
Communication - The ability to express oneself clearly in conversations and interactions
with others.
• Self-Management Adaptability – Adapts to changes in the work environment; manages
competing demands; changes approach or method to best fit the situation; able to deal
with frequent change, delays, or unexpected events. Dependability – Follows
instructions; responds to management direction; takes responsibility for own actions;
completes tasks on time or notifies appropriate person with an alternate plan.

Attendance/Punctuality – Is consistently at work and on time; ensures work
responsibilities are covered when absent. Initiative - Ability to initiate actions based on
one owns interpretation or understanding of situation. Professionalism - Thinks carefully
about the likely effects on others of one's words, actions, appearance, and mode of
behavior. Selects the words or actions most likely to have the desired effect on the
individual or group in question. Judgment – Displays willingness to make decisions;
exhibits sound and accurate judgment; supports and explains reasoning for decisions;
includes appropriate people in decision-making process; makes timely decisions.
• Physical Demands The physical demands and work environment characteristics
described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable accommodations
may be made to enable individuals with disabilities to perform the essential functions.

The employee will regularly lift and/or move up to 10 pounds. The employee will
regularly sit; talk; hear; use hands to, handle, or feel; and reach with hands and arms.
The employee will occasionally stand. Special vision requirements include close vision
and the ability to adjust focus. The noise level in the work environment is usually
moderate.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.