Qureos Mentor

Tropical Financial Credit Union

<div>Are you looking for an organization that values your experience? Are you a skilled customer service professional ready to take your career to the next level? If so, keep reading!

Tropical FCU (TFCU) is a Sun-Sentinel Top Workplace for SEVEN years in a row. Being part of TFCU will provide you with opportunities to engage by learning, growing, contributing, collaborating, and developing professionally. Join us for a great employee experience focused on engaging employees and members alike.

GENERAL RESPONSIBILITIES: As a Member Service Representative (MSR), you will provide world-class service to members by delivering a professional, courteous, and efficient experience with each interaction. This role is responsible for helping members with account management, processing transactions, promoting credit union products and services, and ensuring that compliance standards are met. You will actively participate in sales and cross-selling efforts, contribute to the credit union&rsquo;s growth, and provide top-tier service across multiple channels. 


JOB SPECIFIC DUTIES

Member Interaction &amp; Account Management
<ul><li>Approach the members and visitors by greeting and welcoming them to the credit union in a courteous, professional, and timely manner, ensuring a world-class experience every time.</li></ul>
<ul><li>Assist members with opening and closing accounts, answering questions about products and services, and resolving problems within their authority. Refer more complex issues to the supervisor with recommendations for resolution.</li><li>Open all accounts, certificates, loans, and other credit union products/services accurately, ensuring all related forms and documents are completed and filed/scanned in a timely manner.</li><li>Approach and provide members with general and specific information regarding credit union products and services.</li><li>Actively promote, describe, and cross-sell credit union products and services based on member needs gathered from interviews or by reviewing their accounts.</li></ul>
<ul><li>Research and report discrepancies to the supervisor.</li></ul>

Sales, Outbound Calls, &amp; Cross-Selling
<ul><li>Achieve personal referral goals by building relationships with current and potential members, utilizing TFCU Integrity Sales skills.</li><li>Actively participate in sales promotions and campaigns, making outbound calls to offer products and services tailored to individual financial needs.</li></ul>
<ul><li>Make outbound calls to current and potential members to promote, refer and cross-sell credit union products and services, schedule appointments, and follow up on inquiries.</li><li>Provide members with general and specific information related to credit union products and services.</li><li>Interview the member regarding their financial needs and present the right products and services as solutions.</li><li>Demonstrate and validate for the member based on their financial needs by suggesting suitable products and services.</li></ul>
<ul><li>Ensure adherence to quality assurance standards for outbound calls, maintaining high service levels and compliance with security standards.</li></ul>

Community Liaison &amp; Seg&rsquo;s/Partner Companies
<ul><li>Serve as a liaison for the credit union&rsquo;s existing SEGs and/or Partner Companies, managing all aspects of the relationship.</li><li>Assist with formal presentations at SEGs and/or Partner Companies to introduce the credit union to employees, answer questions, and encourage participation.</li><li>Be a visible presence in the local community, promoting the credit union by participating in events and activities within business, community, and charitable organizations.</li></ul>

Teller Responsibilities &amp; Cash Handling
<ul><li>Fill in as a teller when needed, covering peak schedules, absences, or teller line shortages.</li><li>Process member transactions, including deposits, withdrawals, payments, transfers, check cashing, and bonds, ensuring compliance with credit union policies and procedures.</li><li>Balance cash drawers daily and periodically, resolving discrepancies and reporting them to the supervisor. Assist with balancing the ATM and other cash dispensers.</li></ul>
<ul><li>Handle member transactions promptly and efficiently while maintaining a high level of accuracy.</li></ul>
<ul><li>Achieve optimal transaction handling time, meeting the target while still delivering a superior service experience to members.</li></ul>

Member Communication &amp; Service
<ul><li>Provide exceptional in-person, video, and telephone service to members, addressing general and specific questions about credit union products and services.</li><li>Respond to email and other electronic requests, maintaining excellent member service standards.</li></ul>

Compliance &amp; Security
<ul><li>Alert branch management or security of any suspicious activity related to transactions, including fraud, theft, forgery, kiting, etc.</li><li>Complete Currency Transaction Reports (CTR), Suspicious Activity Reports (SAR), and other required regulatory compliance documentation.</li><li>Maintain up-to-date and comprehensive knowledge of all credit union products and services, as well as applicable state and federal regulations that affect member transactions.</li></ul>

Accountability &amp; Ownership
<ul><li>Take ownership of the member experience by addressing concerns, following through on commitments, and ensuring resolution of any issues.</li></ul>
<ul><li>Demonstrate a strong sense of accountability by achieving both personal and team objectives, ensuring accountability in meeting daily, weekly, and monthly performance targets.</li></ul>

General Duties &amp; Administrative Support
<ul><li>Perform various miscellaneous tasks to support the team, branch, and organization, including typing, filing, computer data input, and answering phones.</li><li>Ensure that the work area and equipment are clean, secure, and well-maintained in accordance with credit union policies and procedures.</li></ul>

BSA Compliance
<ul><li>Uphold the credit union&rsquo;s compliance with the Bank Secrecy Act (BSA) and anti-money laundering policies and procedures.</li><li>Complete BSA and OFAC training courses annually as provided by the Training and/or Compliance Departments.</li><li>Ensure ongoing individual compliance with all regulatory requirements established in the SAFE Act, if applicable.</li><li>Maintain comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program (CIP), USA Patriot Act, Office of Foreign Assets Control (OFAC), Fair Lending, and Credit Card Act.</li><li>Be aware of unusual or suspicious activity and report as needed to ensure compliance with the credit union&rsquo;s policies and procedures.</li></ul>

Perform other duties as assigned, with or without accommodation. 


We offer Excellent Benefits such as:
<ul><li>
Medical, Rx, Dental, and Vision Insurance</li><li>
Retirement Profit Sharing 401K Plan</li><li>
Accident, Cancer and Hospital Indemnity Plan</li><li>
Prepaid Legal</li><li>
Voluntary Life Insurance</li><li>
Pet Discount Program</li><li>
Paid Time Off/ 11 Paid Holidays</li><li>
Tuition Reimbursement/Student Loan Paydown Program</li><li>
And so much more!</li></ul>
Qualifications: 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.
<ul><li> Outstanding interpersonal skills required to interact regularly with all credit union members, employees, and external partners.</li></ul>
<ul><li> Ability to read and interpret documents such as procedure manuals.</li></ul>
<ul><li> Strong communication skills, both written and verbal, with the ability to prepare routine reports and correspondence.</li></ul>
<ul><li> Ability to speak effectively with members or employees of the organization.</li></ul>
<ul><li> Proficiency in basic math (addition, subtraction, multiplication, division, fractions, and decimals).</li></ul>
<ul><li> Ability to apply good business judgment to carry out detailed written or oral instructions.</li></ul>
<ul><li> Ability to deal with problems involving a few concrete variables in standardized situations.</li></ul>
<ul><li> Ability to meet deadlines in an organized and timely fashion.</li></ul>
<ul><li> Ability to work independently, with minimal supervision at times and ability to display initiative and flexibility.</li></ul>
<ul><li> Willingness to adhere to organizational policies and objectives.</li></ul>
<ul><li> Ability to participate in teamwork and the willingness and ability to learn new tasks and duties within a changing and high-volume work environment.</li></ul>
<ul><li> Ability to ensure minimal to no errors while handling job functions and ensuring transaction accuracy.</li></ul>
<ul><li> Ability to mitigate fraud and adhere closely to security standards of operation.</li></ul>
<ul><li> Demonstrated critical thinking skills and the ability to handle complex member issues with professionalism and care.</li></ul>
<ul><li> Ability to cover for the Branch Management when needed.</li></ul>
<ul><li> Commitment to BSA, AML, and other regulatory compliance standards, ensuring adherence to compliance guidelines.</li></ul>

Education and/or Experience
<ul><li> High School Diploma or general education equivalent.</li></ul>
<ul><li> A minimum of 3 years relevant member sales and service experience required, 5 years of cash handling and 5 years customer service experience preferred</li></ul>
<ul><li> Strong Knowledge of Credit Union/Banking product offerings as well as all services provided.</li></ul>
<ul><li> Basic working knowledge of computers (MS Office, Outlook, Word and Excel)</li></ul>
<ul><li> Proficient with written and oral communication skills, to include email etiquette.</li></ul> 


Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, sit and use hands to handle or touch. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, and ability to focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</div>

Member Service Representative

<div>Are you looking for an organization that values your experience? Are you a skilled customer service professional ready to take your career to the next level? If so, keep reading!

Tropical FCU (TFCU) is a Sun-Sentinel Top Workplace EIGHT years in a row. Being part of TFCU will provide you with opportunities to engage by learning, growing, contributing, collaborating, and developing professionally. Join us for a great employee experience focused on engaging employees and members alike.
<ul><li>
Summary: Individuals in the job are responsible for assisting Tropical Financial Credit Union to achieve its purpose of guiding members successfully through the financial marketplace. The Member Engagement Manager will coordinate Member Engagement Center operations and back up other groups as needed, supervise the Member Engagement Supervisors in all aspects of performance and serve as a backup to other members of the Member Engagement Center management team and the (TBD &ndash; Corey&rsquo;s Title). The Member Engagement Manager will also instill and deliver an advocacy philosophy of improving members' financial well-being. The incumbent will ensure that all team members give accurate information about credit union products and services. The Member Engagement manager must be highly knowledgeable in all credit union processes, procedures, services, and products; they will develop the Member Engagement Center team to deliver an exceptional member experience in all areas. They will also assist in leading daily Member Engagement Center operations and are responsible for managing advisors' performance to achieve department objectives and results. They will ensure timely, efficient, and effective service delivery for members. 
Essential Duties and Responsibilities include the following. Other duties may be assigned.</li><li>
Provide service that meets the Service Standards defined by Tropical Financial Credit Union and achieves annual goals established through the Performance Management Process.</li><li>
Meet all performance goals as defined in the individual's performance appraisal.</li><li>
Creates a high performing team through training, motivating, and coaching Member Engagement Advisors on essential skills and knowledge to ensure each team member has the tools they need to succeed at their job. Demonstrates a leadership style that sets the example and is approachable.</li><li>
Ability to quickly pivot between issues and handle multiple priorities throughout the day.</li><li>
Remains current on all policies, procedures, products, promotions, and respective changes and ensures that agents are aware of updates and changes on a timely basis.</li><li>
Understands all facets, features, and benefits of the products and services offered.</li><li>
Provides exceptional service to all internal and external members of TFCU and resolves member issues with a focus on complete member satisfaction.</li><li>
Strong ability to troubleshoot and problem solve using appropriate resources to handle member escalations successfully.</li><li>
Serves as second-tier escalation for member service disputes and issues.</li><li>
Performs as a subject matter expert over multiple areas; operations, numerous software programs, cross-departmental knowledge, etc. Serves as a liaison between departments and branches, assisting them as needed.</li><li>
Successfully performs periodic internal control procedures, audits, and balancing.</li><li>
Maintains appropriate turnaround times for various administrative tasks department-wide.</li><li>
Achieves goals, executes assigned tasks, and manages to budgeted targets.</li><li>
Supervises activities of all Call Center agents. Effectively trains and re-enforces cross-selling strategies to offer credit union products and services to members. Serves as a coach and provides periodic feedback and appropriate documentation to employees and their records within the Call Center.</li><li>
Provides management support to (TBD). Acts as back up (TBD) as needed.</li><li>
Responsible for helping in the monitoring and overseeing of daily operations. Helps manage call center staff, including staffing, hiring, evaluating, and training.</li><li>
Assists (TBD) in strategic planning within the Member Engagement Center, including monitoring, growth, profitability, budgeting, and completing the business plan.</li><li>
Assists in the completion of daily telephone reports and interpretation of the data for employees' reviews. Analyzes data and provides feedback on improving or maintaining service level for individual employees and the entire Call Center.</li><li>
Performs other duties as required with or without accommodation</li></ul> 


We offer Excellent Benefits such as:
<ul><li>
Medical, Rx, Dental, and Vision Insurance</li><li>
Retirement Profit Sharing 401K Plan</li><li>
Accident, Cancer and Hospital Indemnity Plan</li><li>
Prepaid Legal</li><li>
Voluntary Life Insurance</li><li>
Pet Discount Program</li><li>
Paid Time Off/ 11 Paid Holidays</li><li>
Tuition Reimbursement/Student Loan Paydown Program</li><li>
And so much more!</li></ul>
Qualifications: 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.
<ul><li>
Knowledge of Credit Union products and services preferred</li><li>
Proven organizational skills,</li><li>
Ability to analyze financial data,</li><li>
Motivator, self-starter and team player</li><li>
Exhibit high degree of professionalism and confidentiality in handling and having access to sensitive information.</li><li>
Must have working knowledge of computers, strong clerical skills.</li><li>
Must have practical knowledge of MS Office, Outlook, Excel and Word.</li><li>
Strong analytical and organizational skills.</li><li>
Excellent interpersonal and communication skills.</li><li>
Strong ability to multi-task in a face paced environment.</li><li>
Must possess above average time management, problem-solving and prioritization skills. 
Education and/or Experience</li><li>
Four year degree in business/finance related subject, can substitute professional certifications and work experience for degree. High School Diploma or general education equivalent required.</li><li>
 A minimum of 5 years relevant call center supervision experience required and 5 years financial services (banking or credit union) customer service experience preferred.</li><li>
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit and use hands to handle or touch. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job may include close vision, and ability to focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</li></ul></div>

Call Center and Digital Banking Manager

Join Tropical Financial Credit Union and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Tropical Financial Credit Union

About Company

Member Service Representative

Call Center and Digital Banking Manager