Personal Agent - Full Time M-F 8:00-5:00, Rotating Saturday

JOB SUMMARY:  
The primary purpose of the Personal Agent is to provide exceptional service to our members during each member call. This role is responsible for answering members financial questions, performing financial transfers, facilitating wire transfers, and building and maintaining strong relationships with members. The Personal Agent will maintain a positive, enthusiastic and energetic mindset while providing excellent communication, a solid understanding of TVFCU products and services and a passion for helping others achieve their financial goals.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Energetically engage members/potential members in the call 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.
• Promote the benefits of digital banking by educating members on online and mobile banking
• Consistently provides exceptional member service, demonstrated by achieving an average Member Experience Evaluation score of 94.
• Maintain composure with a positive attitude while resolving member issues and discrepancies in a timely and professional manner.  Collaborate with 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.
• Process various member financial transactions, including, but not limited to account transfers, card exemptions, wire transfers and loan payments in an accurate, efficient, and timely manner. 
• Maintain confidentiality of all member information.
• Maintain in-depth knowledge to have the ability to answer routine to complex questions regarding products, services, policies and procedures.
• 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.
• 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 customer 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. Bilingual skills are preferred.
• 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 customer 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.