Member Solution Specialist (Volkswagen) (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 Description:

The primary purpose of the Member Solution Specialist (MSS) at Volkswagen is to provide exceptional service to our members by offering personalized financial solutions and assistance. Responsibilities include attending and speaking at Volkswagen events to increase TVFCU exposure and to cultivate and maintain strong relationships with members. The MSS will maintain a positive, enthusiastic and investigative mindset while providing excellent communication, problem solving skills, a solid understanding of TVFCU products and services and a passion for helping others achieve their financial goals.  

• Promptly welcome members in the branch while promoting an atmosphere of exceptional member service through positive member interactions.
• Present TVFCU products and services at Volkswagen New Employee Orientations. Presentations are in person and include an overview of TVFCU, benefits of becoming a member, benefits of products and services, etc.   
• Present at and attend any additional events or opportunities to promote TVFCU.
• Responsible for driving membership growth at the branch by leveraging all opportunities to speak to employees about TVFCU. 
• Initiate and maintain engaging member conversations to understand member financial goals and/or concerns.  Address 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, loan closings, issuing debit cards, answer online and mobile banking questions as well as troubleshooting basic online and mobile 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 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 TVFCU core values of integrity, honesty, flexibility, teamwork, leadership, accountability and strong relationships in every interaction with members.
• Perform other duties as assigned.

Skills and Other Requirements:

TVFCU requires that candidates possess a high school diploma or equivalent with previous customer experience. The ideal candidate will possess the following: 

• 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.
• A demonstrated track record of acceptable attendance and timeliness.
• Excellent interpersonal, communication, and presentation skills. The ideal candidate will have the ability to explain financial concepts in a clear and understandable manner through one-on-one communication as well as through giving presentations to a group.
• Exceptional problem-solving skills and the ability to handle member concerns and complaints with professionalism and empathy.
• Ability to effectively interact with team members, 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 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.