Member Services Representative

POSITION: MEMBER SERVICES REPRESENTATIVE

CLASSIFICATION: REGULAR-FULLTIME: HOURLY / NON-EXEMPT

REPORTS TO: BRANCH MANAGER

DIRECT REPORTS: NONE – INDIVIDUAL CONTRIBUTOR

COMPENSATION: $25.00 - $29.00 DOE

PRIMARY OBJECTIVE

Responsible for providing a variety of transactional services and the highest quality of member service to members by phone or in person, as well as information on the full range of credit union products and services. Providing account information, opening new accounts, making deposits, resolving issues, and professionally handling the members’ daily needs.

PRINCIPAL DUTIES AND RESPONSIBILITES, INCLUDE BUT ARE NOT LIMITED TO:

• Greet and welcome members and visitors to the credit union in a professional manner. Represent the credit union to members in a courteous and professional manner and provide prompt, efficient, and accurate service in the processing of transactions.
• Provide in-person and by-telephone general and specific service-related information concerning credit union products or policies.
• May reply to email or other electronic requests submitted by members, again providing professional, prompt, efficient, and accurate service and information.
• Respond to members’ requests, problems, and complaints, resolving issues, and/or directing them to the appropriate person for specific information and assistance. May handle more complex questions and problems for other Member Service Representatives.
• Open new membership accounts and service existing accounts. Set up new account files and provide members with all necessary information for membership.
• Handle requests from members for transfers of shares to loan payments, share withdrawals, check requests, CD transactions, line of credit advances, and any other requests received from members.
• Process, close, and disburse loans.
• Conduct orientation interviews on credit union services and programs with each new credit union member.
• Promote credit union products and services based on member needs that are obtained from member interviews and/or review of member’s account. Actively cross-sell products.
• Maintain up-to-date and comprehensive knowledge on all credit union products and services that are handled or promoted by Member Services Representatives.
• Maintain up-to-date and comprehensive knowledge on all related policies and procedures, rules, and regulations.
• Provide information on investment alternatives to members wishing to deposit funds with the credit union.
• Research accounts for deposit, withdrawal, and loan-payment discrepancies.
• Assist members in balancing their accounts.
• Assist members in opening individual retirement accounts.
• Other duties and responsibilities as assigned by the Credit Union.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.

POSITION REQUIREMENTS

• Minimum of high school diploma or general education degree (GED).
• Minimum of 3 years member/customer service experience or equivalent, in a financial institution, Credit Union is preferred.
• Knowledge of establishing new account, developing relationships, loan consultation, service delivery, following policies and government regulations related to financial institutions
• Effective people skills, including excellent communication skills, including active listening and providing clear direction
• Requires the ability to communicate courteously and professionally, both in writing and verbally.
• Detail oriented, well organized and ability to prioritize and multitask.
• Computer proficiency required Microsoft Office (Word and Excel). Various Credit Union systems experience preferred.