Tennessee Valley Federal Credit Union

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Member Solution Specialist - Rover - Full Time (Administrative)



Headquartered in Chattanooga, Tennessee, Tennessee Valley Federal Credit Union was founded in 1936 as a non-profit financial cooperative built on the promise of “people helping people". With $2.6 billion in assets, Tennessee Valley Federal Credit Union (TVFCU) is a progressive member-focused financial institution, respected as one of the most financially sound in the industry. With 23 branches and using state-of-the-art technology, TVFCU provides financial services to more than 166,000 members in Southeast Tennessee and Northwest Georgia. As a very high honor, TVFCU was recently named the Best Credit Union in the state of Tennessee by Forbes, and even received the highest score of any financial institution in the nation.

JOB SUMMARY:  
The Roving Member Solution Specialist (RMSS) travels throughout the branch network, serving as additional support to the branch due to staffing shortage. In the branch, the primary purpose of the RMSS is to provide exceptional service to our members by offering personalized financial solutions and assistance. This role is responsible for going beyond processing transactions by building and maintaining strong relationships with members while promoting TVFCU's products and services. The RMSS will maintain a positive, enthusiastic, and investigative mindset while providing excellent communication and problem solving skills, a solid understanding of TVFCU products and services, and a passion for helping others achieve their financial goals.

The RMSS may work one of two schedules as follows (based on network needs):
Branches – Monday-Thursday 8:45am – 5:30pm Friday 8:45am – 6:30pm
In-Store Locations – Monday-Friday 9:45am – 7:30pm ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Promptly welcome members in the branch while promoting an atmosphere of exceptional member service through positive member interactions.
  • Initiate and maintain engaging member conversations to understand their financial goals and/or concerns. Address their inquiries by offering personalized solutions and accurate information.
  • Proactively identify opportunities to deepen member relationships and recommend appropriate TVFCU products and services.
  • Process various member transactions and inquiries, including, but not limited to: business deposits, loan closings, issuing debit cards, answer online and mobile banking questions, as well as troubleshooting basic online and mobile banking issues.
  • Promote the benefits of digital banking by educating members on online and mobile banking.
  • Maintain composure with a positive attitude while resolving member issues and discrepancies in a timely and professional manner. Collaborate with branch manager and/or relevant departments when necessary.
  • Meet or exceed established production goals by uncovering needs and offering TVFCU products and services.
  • Maintain in-depth knowledge to have the ability to answer routine to complex questions regarding products, services, policies, and procedures.
  • Maintain confidentiality of all member information.
  • Maintain knowledge and comply with all policies and procedures. Complete all required training.
  • Proactively demonstrate the TVFCU core values of integrity, honesty, flexibility, teamwork, leadership, accountability and strong relationships in every interaction with members.
  • Proactively demonstrate the TVFCU core values of integrity, honesty, flexibility, teamwork, leadership, accountability and strong relationships in every interaction with co-workers.
  • Demonstrate an ability to be flexible and adaptable to change, willing to move from one branch to another at a moment's notice.
  • Maintain a dependable record of attendance and timeliness.
  • Maintain knowledge of branch operations by completing Deposit Regulation and Product and Service Certification courses.
  • Perform other duties as assigned.

EDUCATIONAL AND WORK EXPERIENCE REQUIREMENTS:  

  • High school diploma or equivalent; additional certifications in finance or related fields are a plus.  
  • Proven experience in member service or sales role, preferable within the banking or credit union industry.
  • Excellent interpersonal and communication skills with the ability to explain financial concepts in a clear and understandable manner.
  • Exceptional problem-solving skills and the ability to handle member concerns and complaints with professionalism and empathy.
  • Ability to effectively interact with members and potential members in a professional manner with a demonstrated ability to achieve individual goals.  
  • Strong attention to detail and accuracy in handling financial transactions and maintaining member records.
  • Ability to work effectively both independently and as a part of a team in a fast-paced, dynamic environment.
  • Proficiency in using email and Microsoft Office tools. 
  • Flexibility to work weekends and/or extended hours as needed.
  • Demonstrated commitment to providing outstanding member service and building long-term relationships with members.

If you are considered for an offer of employment at TVFCU, you must successfully complete a pre-employment screen that includes:

  • Verification of education, employment and other pertinent data included on your employment application, and eligibility to work in United States.
  • Criminal background check and drug screening.
  • Pre-employment credit check required

Pre-employment screening helps TVFCU provide a safe environment for our members and employees, minimize risk, and ensure federal compliance.

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