Job Description: Universal Member Service Representative

Location: 2357 Benjamin E. Mays Dr. SW Atlanta GA 30311

Job Type: Full-Time

Salary: $16-$18 per hour

Position Overview:
As a Universal Member Service Representative, you will be responsible for providing excellent customer service to our members and assisting them with their financial needs. This position plays a vital role in ensuring member satisfaction and retention by offering a wide range of financial products and services. You will represent our organization by building strong relationships and providing personalized assistance to fulfill the goals and needs of our members.

Key Responsibilities:
1. Member Service Excellence: Proactively greet members and provide exceptional service by cultivating a friendly, professional, and helpful atmosphere. Identify member needs, inquiries, and concerns, and ensure they are resolved in a timely and satisfactory manner.
2. Financial Assistance: Provide members with comprehensive information on various financial products and services offered, including savings accounts, loans, mortgages, credit cards, investment options, and insurance policies. Assist members in choosing the most suitable products based on their individual requirements.
3. Account Management: Perform account maintenance activities, including opening and closing accounts, updating member profiles, processing transactions, and resolving any discrepancies. Provide account-related services such as balance inquiries, transfers, withdrawals, check cashing, and deposit processing.
4. Cross-selling: Proactively identify opportunities to cross-sell additional products and services based on member needs, such as financial planning, electronic banking services, or refinancing options.
5. Compliance and Regulations: Adhere to all regulatory requirements, policies, and procedures to ensure member confidentiality, data security, and legal compliance. Stay updated on industry trends, changes, and developments related to financial services.
6. Problem Solving: Anticipate and address member issues, complaints, or conflicts, striving to exceed expectations and maintain member satisfaction. Escalate complex problems or issues to appropriate supervisors or departments for timely resolution.
7. Member Relationship Building: Develop and maintain strong relationships with members through effective communication, active listening, and empathetic understanding. Seek opportunities to engage with members, promote loyalty, and encourage long-term relationships.
8. Team Collaboration: Foster teamwork by actively participating in training sessions, meetings, and team-building activities. Collaborate with colleagues across departments to provide a seamless and comprehensive member experience.
9. Record-keeping and Documentation: Maintain accurate and up-to-date member records, documentation, and transaction logs. Prepare various reports as required.

Qualifications:
- High school diploma or equivalent
- Previous experience in customer service or sales, preferably in the financial industry
- Strong knowledge of financial products, services, and banking procedures
- Excellent interpersonal and communication skills, both verbal and written
- Proficiency in technology and ability to navigate various banking systems and software
- Detail-oriented, organized, and able to handle multiple tasks simultaneously
- Problem-solving and conflict resolution skills
- Ability to work independently as well as part of a collaborative team

Note: This job description is not intended to be all-inclusive. The employee may perform other related duties as assigned to meet the ongoing needs of the organization.