Job Title: Member Resource Center Representative

Department: Member Resource Center

Reports To: Member Resource Center Supervisor

FLSA Status: Non-Exempt

Grade: 6

Minimum Starting: $15.67 / hour

Summary 

As a Member Resource Center Representative, you will be responsible for providing quality member service delivered by telephoe while performing the essential duties and responsibilities as outlined below. 

Essential Duties and Responsibilities include the following. Other duties may be assigned. include the following. Other duties may be assigned. This job description in no way implies that the duties listed here are the only ones that the employee can be required to perform. The employee is expected to perform other tasks, duties and trainings as dictated by their supervisors.

• Provide excellent member service at all times to the members and staff
• Enter member transactions into the system to record transactions 
• Provide deposit, loan rate, and service information
• Educates, refer and sell products and services by explaining features and benefits, as appropriate
• Follows account comments, alerts and notes
• Assist members with routine-related requests including, but limited to: balances, check clearings, deposit postings, and statement information
• Process transactions, including, but not limited to: funds transferred between accounts, loan payments
• Process and explain procedures on member accounts, including, but not limited to: stop payments, address changes, and line of credit advances
• Provide membership information, field of membership qualification and new account initiation
• Provide information on new and ongoing promotions
• Initiate auto transfer requests
• Verify incoming member deposits
• Communicate loan payoff requests to payoff group
• Maintain high service levels and low call abandon rates
• Transfer incoming calls to appropriate individual employee or department
• Keep abreast of all credit union product and procedure changes
• Adheres to Credit Union policies and procedures as they relate to job functions and the employee handbook
• Assist in any other area as directed by the Member Resource Center Manager, Member Resource Center II, VP of Marketing and Member Service, and President/CEO
• Accurately identify all members using RGCU approved Verification Repgen.
• Accurately perform OFAC during transactions such as but not limited to: initiating wires, etc.
• Ensure that all accounts, loans, and transactions are reviewed for the appropriate red flags.
• Report all suspicious activity to the Risk Management department via the compliance group email.

Supervisory Responsibilities 

This position has no supervisory responsibilities. 

Competencies 

To perform the job successfully, an individual should demonstrate the following competencies:

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Time Management - Determine priorities to ensure accomplishment of tasks.

Stress Management - The ability to perform under pressure and in adversity in order to obtain departmental and organizational goals.

Quantity - Meets productivity standards; Strives to increase productivity; Completes work in timely manner; Works quickly.

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience 

Experience- 6 months to 2 years related experience

Education- 2-year degree or completion of a specialized course of study OR 2 years of related experience.

Language Skills 

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to members, clients, and other employees of the organization.

Mathematical Skills 

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Reasoning Ability 

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills 

To perform this job successfully, an individual should have knowledge Symitar's; Microsoft Excel Spreadsheet software and Microsoft Word Processing software.

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this Job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is frequently required to reach with hands and arms and talk or hear. The employee must frequently lift and/or move up to 25 pounds. 

Work Environment 

The work environme­­nt characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually noisy. Work is performed primarily by computer at a desk.