Member Service Representative I-IV

Full Job Description

Member Service Representative I-IV

Status: Non-Exempt

Location: Glendale

Reports To: Member Service Supervisor

Bilingual (English/Armenian) required.

Job Summary:

This position is for a Member Service Representative of Glendale Federal Credit Union, whose main responsibility is to interact and develop long term profitable relationships with our members by determining the member's financial needs and presenting and selling the member on the best financial solution for them.

The MSR I-IV will serve as a liaison between the member and the Credit Union; provide account information by phone or in person, as well as information on the full range of products and services; has the ability to identify and cross-sell multiple products and services; as deem necessary by management, travel between GFCU branches may be requested to fill staffing needs; open accounts for members, interview, and professionally handle the member’s daily needs; provide a variety of transaction services to members including deposits, withdrawals, transfers, etc.

Essential Job Functions:

• Professional and positive image of the Credit Union.
• Handle large call volume, while providing excellent member service.
• Assist members with a wide range of transactions, card issues, fraud disputes, general loan and account inquiries in person, via telephone, mail and/or email.
• Perform member transactions which include but are not limited to: posting deposits and withdrawals (including sizeable cash payments), check cashing, loan payments, transfers, issuance of Corporate Checks.
• Maintain confidentiality of Credit Union and member records during and after employment with GFCU.
• Balance cash, checks and perform all end-of-closing functions in accordance with Credit Union policies and procedures.
• Respond to members’ inquiries, requests, and problems/complaints by resolving the issues directly and/or directing them to the appropriate person for specific information and assistance.
• Open various new accounts and service existing accounts; set up new account files and provide members with all necessary information for membership.
• Perform various account file maintenances (e.g. account data changes, account closures, check orders, card orders, overriding online lockouts for online services, etc.).
• Assist and educate members on account products including share certificates, savings, and checking accounts.
• Process incoming mail (e.g. deposits, account updates, etc.)
• Process check orders, stop payments, fraud claims, photocopy orders, signature cards and other counter forms.
• Promote Credit Union products and services based on member’s needs that are obtained from member interviews and/or review of member’s account; expectations include meeting minimum goals set by the department.
• Maintain current knowledge of Credit Union’s products, services, and marketing promotions.
• Comply with all applicable laws, regulations, and Credit Union policies and procedures, and ensure compliance with all governing regulations, including but not limited to: Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), Truth-in-Savings and Fair Credit Lending Practices.
• All other duties as assigned or requested by Member Service Supervisor

Qualifications:

To perform this job successfully, an individual must be able to perform each essential job function 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.

Knowledge, Skills and Abilities:

• High School degree or equivalent.
• Demonstrated strong verbal and written communication skills.
• Demonstrated computer proficiency within a Windows environment. Must be able to routinely perform work on a computer for an average of 6-8 hours per day
• Basic math skills required.
• Availability for any branch assignment is required
• Ability to work independently or within a team to accomplish goals and objectives.
• Ability to provide meticulous attention to detail, and concern for accuracy and consistency in results.
• Ability to read, analyze, and interpret procedures, or governmental regulations.
• Ability to write business correspondence.
• Minimum of 1-year member services experience in a Credit Union or, financial institution is highly desirable.
• Must be bondable for insurance.
• Must be able to effectively handle multiple, simultaneous and changing priorities.
• Must be able to operate routine branch equipment including telephone, copier, facsimile, coin machine and ATM.
• Must be capable of regular, reliable and timely attendance.
• Must comply with all Bank Secrecy Act (BSA) and other Anti-Money Laundering (AML) Laws and Regulations, as they pertain to federal guidelines and internal policies and procedures.
• Must be able to communicate effectively in both English and Armenian to serve our client population.

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Benefits:

• 401(k) 4% Match
• Bereavement leave
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Preferred)

Experience:

• Cash Handling: 1 year (Required)
• Banking: 1 year (Required)

Work Location: In person

Salary : $22 - $24