TruService Representative I

Purpose of the Job

The TruService Representative I is responsible for serving the financial needs of our member-owners accurately and efficiently, developing a solid rapport with the member, and at the same time, supporting Truliant's mission of improving lives by putting our members first, providing great service and straightforward financial solutions. This position responds to several different member inquiries and provides the features and benefits of Truliant's products and services to deepen relationships while adhering to established policies and procedures. As a TruService Representative, you should possess a strong commitment to providing excellent service to Truliant's member-owners daily.

Essential Functions and Responsibilities

1. Receive calls from member-owners within a specialized workgroup assignment providing outstanding service that exceeds our members' expectations.
2. Recognizes and responds to member relationship opportunities using a consultative service approach.
3. Meets/exceeds all key contact center performance metrics daily, weekly, and monthly.
4. Displays exceptional member relation skills both internally and externally by handling issues at point of contact, utilizes good follow through, and remains professional at all times.
5. Researches and resolves minor account issues and reaches out to internal support when necessary.
6. Remains diligent on member identity verification and uses tools and resources to report potential fraudulent activity.
7. Initiates and follows up account research requests in a timely manner. Operates with a sense of urgency in addressing member needs.
8. Participates in the team environment displaying community/credit union involvement, shares success stories, and remains professional with internal members.
9. Takes the initiative to move into higher roles of responsibilities within the contact center.

Other Duties and Responsibilities

1. Assists with other tasks and projects as assigned.

Knowledge, Skills, and Abilities

• 
  
  • Must be flexible to assist members with various needs in different capacities throughout the day
  • Must have sound understanding of standard concepts, practices, procedures, regulations and compliance within the financial services environment
  • Must have superior interpersonal and coaching skills; ability to get along with diverse personalities; tactful, mature, flexible, compassionate
  • Must have excellent communication skills in English, both verbal and written
  • Strong interpersonal skills required
  • Must have good arithmetic skills
  • Must have basic personal computer skills
  • Must have knowledge of advanced products and services
  • Must have ability to understand all business processes within the credit union
  • Must be detail oriented and well organized
  • Must be able to work in a general office environment
  • Must be flexible and able to shift resources and priorities as required
  • Must be able to complete all assignments with minimal supervision
  • Should possess a strong commitment to providing excellent service to Truliant's members
  
  

Physical Requirements

• Must be able to sit at a desk for long periods of time and use a computer
• Must be able to use a telephone and wear a phone audio headset
• Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds

Education and Background

• High School Diploma or equivalent
• Previous contact center experience preferred
• Previous experience in the financial industry preferred