People’s Credit Union - You Belong…. On Our Team

Celebrating 100 years serving Aquidneck Island and surrounding communities, People’s Credit Union works hard to recruit and retain employees who will help fulfill our mission and uphold our core values. Our core values are the cornerstone of our organization, and we commit to them each day. 

• GENUINE – We will be a reliable and honest partner. 

•  EMPATHETIC – We will listen to understand and compassionately support your needs. 

•  RESOURCEFUL – We will offer useful and practical solutions for your most challenging situations.

• EARNEST – We are determined to ensure every interaction is aligned with Credit Union values of equality, equity, and helping one another. 

• TRUSTWORTHY – We will create an actively engaged culture built on a foundation of high trust.

Our team’s dedication to the banking needs and well-being of our neighbors has led Forbes to rank us the #1 Best Credit Union in Rhode Island and #37 in the United States. If you are driven by a shared responsibility to make the communities we serve a better place, we want to hear from you.

 What we offer

• Health and dental benefits through Blue Cross Blue Shield, plus vision benefits through VSP

• 401(k) and Roth plan with a competitive employer match 

• Robust Wellness Program

• Employee Recognition Program

• A focus on development of employees

Position Summary

The Member Service Center Representative (MSCR) is responsible for servicing members and prospects by fielding questions, solving problems, and responding to telephonic or electronic channel inquiries. Handles customer complaints with professionalism and escalates issues to management when necessary. Utilizes a variety of systems when responding to member requests and offers solutions.

Essential Responsibilities and Accountabilities:

MSC Operations

• Responds to, investigates, and problem solves member requests, questions or complaints via telephone and internet.
• Has strong working knowledge of the following applications: MSC phone system, Core System, Home Banking, Bill Pay, ATM/Debit card management, On-Line account opening, telephone loan applications, and loan origination systems.
• Ability to research and resolve ATM / Debit card requests. When appropriate inputs transaction disputes.
• Adheres to established policies and procedures of the Credit Union and the department.
• Effectively investigates and problem solves member requests, questions, problems or complaints via telephone and internet, directs them to management for resolution, when necessary.

Member Service & Growth

• Comprehensive knowledge of credit union products, services, policy, and procedures including online banking, mobile banking, bill pay, and debit card maintenance.
• Assists members in maintaining and enhancing relationships as it relates to Credit Union products and services. 
• Educates the member on electronic services, Online and Mobile Banking, Bill Payment. 
• Assists members with opening online accounts, reviews application for accuracy and fraud, and follows up as needed. Completes member on-boarding process.

Other Responsibilities

• Interviews consumer loan applicants to gather the required information for a credit application, explaining loan options, rates, and terms. 
• May perform teller or member service representative responsibilities in a retail branch.

Key Behavioral Competencies

Experience Oriented

Demonstrates a consistently positive and constructive attitude. Listens to members, internal and external, with empathy and respect. Provides options, alternatives, and solutions to meet the member's and teammates’ needs. Provides recommendations to manager to improve the internal and external member experience. Is authentic and transparent in all interactions.

Collaboration

Shares time, passion, and knowledge with others to ensure team success. Demonstrates awareness and respect of differences and appreciates and leverages the strength of others to accomplish goals. Listens to understand and respects the ideas of others even when differing from own. Promotes a high-trust, team-oriented environment within their workgroup and on projects that cross functional lines.

Self-Accountability

Sets realistic goals and timeframes to achieve desired results; takes ownership and directs energies towards the completion of those goals. Is honest, truthful, and straightforward. Is fully responsible for the consequences of own actions and decisions, shows courage, is humble, and does not shift blame or focus for performance onto others.

Dependability

Personally responsible; completes work in a timely, consistent manner; maintains a high degree of integrity; is committed to doing the best job possible; keeps commitments. Is honest truthful and straightforward. Is regularly present and punctual; arrives prepared for work.

Knowledge and Skills

• High school diploma or equivalent
• At least two years’ experience in a cash handling, teller, or member service representation position
• Exhibits working knowledge of retail banking operations with strong organizational skills
• Experience with Cisco phone system, Core System, Home Banking, Bill Pay, ATM/Debit card management
• National Mortgage Licensing System (NMLS) license required
• Good oral and written communication skills
• Experience in Windows, Microsoft Office

ADA Requirements

Physical Requirements

• Perform primarily sedentary work with limited physical exertion and regularly lifting cash box of up to 10 lbs. and coin bags up to 30 lbs. on occasion.
• Must be capable of climbing / descending stairs in emergency situation.
• Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
• Must be able to work extended hours whenever required or requested by management.
• Must be capable of regular, reliable, and timely attendance.

Working Conditions