Member Relations Specialist I

Position Summary
Provides real-time teller assistance time teller assistance to members from a centralized location through video transmission via the Interactive Teller Machine (ITM). Processes a variety of financial transactions and provides information to members and non members while ensuring accuracy, efficiency, and a consistently positive member experience. Performs all duties in compliance with TTCU policies and applicable regulatory requirements, including but not limited to the Bank Secrecy Act (BSA), while upholding TTCU’s Mission, Vision, and Core Values.

Supervises: None

Essential Job Functions and Responsibilities

Transaction Processing & Accuracy
• Through video transmission via the Interactive Teller Machine (ITM), process member transactions efficiently while maintaining high quality and accuracy standards.
• Demonstrate effective time management to assist as many members as possible without negatively impacting transaction quality.
• Balance regularly to ensure accuracy in all teller transactions.
• Proactively notify supervision of operational needs, concerns, or supply issues to prevent delays in service delivery.

Production Support
• Contribute to the achievement of credit union production goals by building trusting relationships with members.
• Maintain current knowledge of TTCU products, services, and promotions.
• Utilize member account information and credit union resources to identify needs and cross-sell appropriate products or services.

Performance Expectations – Quality, Accuracy, and Member Experience
• Meet or exceed established Quality Assurance (QA) standards applicable to the role, including interaction quality, member experience, documentation accuracy, and procedural compliance.
• Deliver consistent, high-quality member experiences by adhering to approved call flows, transaction procedures, communication standards, and service expectations across all interaction channels (phone, video, and digital).
• Demonstrate accurate and efficient typing and system navigation skills to ensure timely, complete, and compliant documentation of all member interactions and transactions.
• Process interactions efficiently while maintaining accuracy, professionalism, and compliance with established performance and productivity metrics.
• Actively incorporate QA feedback, coaching, and calibration outcomes to improve performance, accuracy, and consistency.
• Maintain strong attention to detail to minimize errors, reduce rework, and support first contact resolution and transaction accuracy.

Compliance & Risk Awareness
• Perform all duties in compliance with TTCU policies, procedures, and applicable regulatory requirements, including Bank Secrecy Act (BSA) awareness.
• Identify and escalate potential fraud, suspicious activity, or compliance concerns according to established procedures.
• Maintain confidentiality of member and organizational information and always exercise discretion.

Minimum Qualifications
Educational Requirements
• High school diploma or GED required.

Certificates / Licenses
• Must have reliable transportation.

Experience
• Minimum of six (6) months of customer service experience required.

Interpersonal Skills
• Basic written and verbal communication skills required to effectively assist members with financial transactions and service inquiries.
• Ability to explain information clearly, resolve routine issues, and provide educational guidance regarding products and services.
• Ability to maintain professionalism, accuracy, and a service focused demeanor in a virtual, focused demeanor in a virtual, member facing environment.

Working Conditions
• Routinely perform work indoors in a climate-controlled, centralized work environment with moderate noise levels controlled.
• Extensive use of video, computer, and telephone systems.
• Ability to work independently or with limited supervision while collaborating effectively with a team.
• Ability to manage multiple priorities and perform responsibilities accurately in a fast-paced environment .