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 Personal Rover moves throughout the LIVE departments, serving as additional support to the department due to staffing shortage. As such, the Personal Rover must be fluent in the processes performed by the staff in all three LIVE areas, including tvfcuLIVE Line, tvfcuLIVE Stream, and tvfcuLIVE Studio. The primary purpose of the Personal Rover is to provide exceptional service to our members by offering personalized financial solutions and assistance, as well as building and maintaining strong relationships with members while promoting TVFCU’s products and services. The Personal Rover 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.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Energetically engage members or potential members in the call or session 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 financial transactions in a timely and accurate manner including, but not limited to: deposits, withdrawals, loan payments, and transfers. Answer inquiries and troubleshoot issues on a variety of products and services in a timely and accurate manner including, but not limited to: debit cards, and online and mobile banking.
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 department 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.
Demonstrate an ability to be flexible and adaptable to change, willing to move from one department to another at a moment’s notice.
Maintain a dependable record of attendance and timeliness.
Consistently provide exceptional member service, demonstrated by achieving an average Member Experience Evaluation score of 94.
Maintain knowledge of branch operations by completing Deposit Regulation and Product and Service Certification courses.
Proactively demonstrate the TVFCU core values of integrity, honesty, flexibility, teamwork, leadership, accountability, and strong relationships in every interaction with members and co-workers.
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.
