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Member Service Representative

Johnson Service Group

This is a Full-time position in Fort Worth, TX posted April 28, 2021.


Responsible for the servicing of titles for American Airlines Credit Union members.

Principal Duties and Responsibilities
• Answers department ACD calls from members
• Performs clerical duties necessary to perfect security liens, title transfers and lien releases
• Reviews, maintains and tracks title files and reports
• Assists members and Credit Union staff with title processing, ownership transfer, state filings and lien recordings
• Interacts with field staff via telephone, e-mail and fax
• Interacts with various state motor vehicle departments
• Ensures security and confidentiality of all account information and credit union documents
• Reviews loan documents for accuracy and legality
• Creates and promotes positive name recognition for the Credit Union
• Researches member inquiries and provides solutions as required in a timely manner
• Fosters a culture that promotes teamwork, service excellence and relationship building within the overall organization
• Cross-trains on Member Services Representative duties to provide coverage for teller line during morning hours, lunches, vacation and Saturday rotations (if position is located in a Branch location)
• Performs other duties as assigned

Minimum Qualifications
• High school diploma or GED
• Must pass applicable American Airlines pre-hire compliance checks
• Must have an acceptable credit history, which will be verified
• The selected candidate will be responsible for ensuring the security and confidentiality of all account and related information which is part of their work and for ensuring that his/her work is in compliance with all applicable laws and regulations including, but not limited to, the Bank Secrecy Act

Factors that determine level
• Level of education and/or equivalent, relevant experience
• Proficiency
• Ability to work independently and/or amount of direction needed
• Scope and complexity of work
• Level of authority and latitude in making decisions

Preferred Qualifications
• Previous banking or Credit Union experience
• Previous customer service experience

Knowledge, Skills & Abilities
• Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint) gained through either work experience with the software or education and hands-on use of the software
• Skilled in data entry with the ability to operate standard office machines
• Ability to exercise excellent member service skills and interact professionally with all employees and members
• Ability to perform in a fast paced environment, handle multiple tasks and function as an integral part of a team
• Ability to effectively communicate with all levels both verbally and written
• Ability to speak, read, and write Spanish is a plus
• Ability to work independently and with minimal supervision
• Ability to perform basic math calculations and analyze data
• Ability to work well under deadlines and high volume pressure
• Ability to self-motivate with strong organization skills and capacity for attention to detail
• Ability to effectively prioritize work and meet deadlines
• Ability to work varying schedules, including evenings and weekends
• Ability to sit for extended periods of time
• Ability to maintain satisfactory performance and attendance

Job Requirements:

  • Demonstrate exceptional member service skills
  • Deliver extraordinary customer service to ensure member satisfaction
  • Call from providers and members with excellent customer service
  • Analyze member complaints and inquiries from members/non-members and property management
  • Create an exceptional member experience in the members
  • Provide exemplary member service that meet and exceed member expectations
  • Assist members with financial transactions
  • Providing outrageous member experiences with each member interaction
  • Answering member telephone requests and providing quality customer services
  • Assist with general questions, member request or any member agency
  • Follow up calls with members
  • Communicate available services to members and potential members
  • Provide quality customer service to members, potential members, and support team
  • Providing excellent customer service to guests
  • Providing excellent customer service and sales support while resolving all customer service issues
  • Open and close member accounts
  • Support membership retention through member engagement
  • Recommending other services/products to help member
  • Process member transactions without error
  • Answer member’s loan questions
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