Member Services Representative I

Job Summary

Assist customers with opening a wide variety of products and services. Advise as to how to best utilize company products and services in order to meet personal financial goals and provide the highest quality customer service. 
Demonstrates a highly motivated, positive, out going, influential personality with a strong emphasis on sales and results orientation to ensure the credit union maximizes sales opportunities with members. Consistently demonstrates the ability to think independently, by effectively responding to each individual member’s unique situation. Is fully knowledgeable of all credit union products and services and is able to confidently offer appropriate solutions to fit member needs. Is able to clearly and effectively communicate with members and all levels of staff in oral and written form and is proficient with applicable technology.

Responsibilities and Duties

• Open various new accounts, process necessary information and educate the customers as to services/products available as a result. (For example, Visa check card, online banking, automated teller, etc.)
  Responsible for cross selling credit union services.
• Balances cash drawer daily to assure accuracy in transactions and notifies supervisor regarding any outages. Appropriately applying policies. Issues money orders, receives currency for coin and verifies amounts, processes the redemption of bonds, cashes checks according to written procedures.
• Assist with wide variety of customer services including open/close Shared Certificates, assist customers with checkbooks, manages outgoing wires, solve fraud issues, notary, close accounts, etc.
• Views situations from the member’s perspective to effectively respond to their needs and concerns; often going beyond the initial need or expressed concern of the member. Follows up to make sure the member’s expectations have been met or exceeded. Explains recommendations, products and services in ways members can easily understand. Demonstrates patience, respect and empathy when dealing with difficult members or their complaints.
• Explain and expedite the opening, closing, transfer, and rollover of IRA certificates. Assist customers with opening CD’s and educate customers as to penalties, earnings, etc. Set up auto transfers and sign up customers for ACH transfers and wires. Use every customer contact as an opportunity to advise customer about additional services or programs that might benefit them.

Qualifications and Skills

• Six months to two years of similar or related experience, including time spent in preparatory positions.
• High school degree or GED required.
• A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.