Member Service Representative

Description

Our Mission:

To provide unwavering commitment to excellence in all we do for employees, members and the community we serve.

Overview of the Role

Member service representatives (MSRs) play an important role in the financial well-being of our members. An MSR helps troubleshoot account issues, perform account maintenance, and is also a resource to help our members achieve financial dreams. As an MSR, you have the opportunity to change a member's life.  

Member Service Representative scheduling is: Monday-Friday 8:15am-5:15pm with two to three Saturdays a month from 8:45am-12:15pm.

Requirements

Member Service Representative Responsibilities

• Engage with members to guarantee a positive experience and develop strong member relationships.
• Look for opportunities to cross-sell products and services that would provide value and benefit to the members in addition to helping the branch meet overall sales goals.
• Deliver exceptional member services that coincides with the credit union's established service standards.
• Handle account maintenance and disputes as they arise.
• Assist other branch team members with operational issues as needed and act accordingly when management is unavailable.
• Greet members as they enter the building to create a welcoming and aware environment.
• Perform transactions in a professional manner to build member confidence and trust.
• Resolve service issues and answer member questions or refer to members to another employee as appropriate to guarantee member satisfaction and retention.
• Act as a first line of defense against member fraud by reporting suspicious or irregular activity and educating our members on account security. 
• Perform other duties as requested to ensure efficient workflow in the branch.

Member Service Representative Expectations

• Possess knowledge of all credit union products and services and be able to communicate features and benefits to the members.
• Be aware of credit union marketing efforts.
• Bring positivity and enthusiasm to work everyday.
• Meet or exceed individual goals and assist in the attainment of branch goals.
• Adapt a work ethic that is aligned with GPO's mission and keeps our member service at the forefront.
• Follow policies and procedures and abide by ethical standards as outlined in our personnel policy.
• Hold yourself accountable for the promises you make and the actions you take.
• Complete training as assigned and continually search for opportunities to enhance one's ability and knowledge.
• Effectively community with fellow employees and branch management while maintaining a professional and courteous demeanor.
• Protect member information by using discretion when discussing member matters and properly following all policies and procedures related to confidential information.
• Help create a positive image of your branch by playing an active role in your branch community. 

Member Service Representative Qualifications

• A two-year degree in a related field OR High-School Diploma and five years of successful sales experience in lieu of a degree.
• A minimum of two years of successful sales experience.
• Must possess a notary public license.
• Must be eligible for MLO licensing.
• Must possess a notary public license or obtain the license within 6 months of hire. 
• Determine and motivated individual with a positive attitude.
• Ability to work well in a team setting as well as take on projects as an individual.
• Willingness to promote credit union products and services.

Member Service Representative Physical Demands

• Sitting for prolonged periods of time.
• Frequent computer usage and screen time.
• Frequent typing and usage of fine motor skills.

Decision Making

• To exercise sound judgement when making decisions as they relate to position duties and the credit union’s policies and procedures. 

Financial Responsibilities

• To be responsible for safeguarding the credit union’s assets by ensuring that policies and procedures are followed. 

Communication

• Must keep the branch manager informed regarding key issues and respect the chain of command when issues arise. 
• Must effectively communicate within the branch to ensure the flow of ideas and information. 

Equipment Used

• Must be able to operate a 10-key calculator and possess keyboarding skills. 
• Must be proficient in various data processing programs. 

Work Environment

• Branch environment

Actual compensation rate will be determined based on relevant experience.

Salary : $21 - $27