POSITION TITLE: Member Service Representative

DEPARTMENT: Member Services

CLASSIFICATION: Full-Time / Non-Exempt

APPROVED BY: Chief Operating Officer

Role Overview:

As a Member Service Representative you will focus on building long term relationships with our members to understand their financial needs and provide suggestions regarding products and services. In addition to meeting sales and referral goals, you will also be required to refer customers to business partners in other areas of the bank such as Consumer & Residential Lending. Our Member Service Reps develop and maintain strong relationships with internal Credit Union business line partners to maximize member solutions & servicing. Responsible for performing a broad variety of member services such as opening accounts, answering member questions regarding Credit Union services, provide a variety of account maintenance functions, and support member services call volume. You will work to resolve difficult member situations while maintaining professional and providing friendly customer service.

Essential Functions & Basic Duties:

· Assumes responsibility for the effective and professional performance of member service functions.

· Presents & explains Credit Union products & services to members to assist in meeting their financial needs.

· Receive and direct members and telephone calls. Answer questions & solve problems for members by actively listening, collecting data, securing answers and reporting results to the inquiring party.

· Assumes responsibility for establishing & maintaining effective, professional business relations with members.

· Maintain and project the Credit Union's professional reputation at all times.

· Maintain effective working relationships with various departments.

· Assist member service group as required, attending meetings & trainings as required.

· Assume responsibility for related duties and tasks as required or assigned.

· Actively and professionally cross-sell Credit Union products & services.

· Ensures that work area is clean, secure, and well maintained.

· Maintains a Cash Box and supports Branch Manager/Supervisor in Branch audits.

· Adheres to all Operational and Compliance requirements of position.

· Assists with loan documents and application submission as needed.

Job Requirements:

· 2 years of customer service or sales experience; banking experience preferred.

· Previous success in a fast paced and goal driven environment.

· Excellent technical skills & computer proficiency (i.e., Microsoft Office Suite) with the ability to learn new software as required

· Strong verbal / written communication skills and excellent listening skills.

· Impeccable attention to detail and the ability to handle confidential and sensitive information.

· Demonstrate ability to provide solutions for complex customer related issues.

· Professional appearance, disposition, and public relations skills.

· High energy; proven ability to effectively multi-task in a fast paced environment.

· High School diploma or equivalency preferred, and college degree a plus.

Confidentiality Statement:

Employee is responsible for security and confidentiality of member information and agrees to follow policies and procedures established by Actors FCU addressing administrative, technical, and physical safeguards in order to (1) insure the security and confidentiality of member records and information; (2) protect against any reasonably anticipatable threats or hazards to the security or integrity of such records; and (3) protect against unauthorized access to or use of such records or information which could result in substantial harm or inconvenience to any member.

Information Security Statement:

Employee is responsible for safeguarding Actors FCU information system assets by following Actors FCU Information Security Policy, recognize problems by identifying abnormalities and report suspicious activities.

Job Type: Full-time

Pay: $35,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Application Question(s):

• How many years of cash handling experience you have?
• What prior account management experience you have?
• What individual attributes or practices do you think drive an amazing member experience?
• What is your salary expectations?

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Support & Client Services Occupations: 1 year (Preferred)

Work Location: In person