What are the responsibilities and job description for the Member Service Representative II position at People's Credit Union?
You Belong Here
People’s Credit Union is built on the belief that members and employees should feel a sense of belonging. Based on our Core Values, we created that feeling by design to offer you a genuine sense of community where you are supported personally and professionally.
If you work here, you belong here.
Your Values Align With Ours
We hire employees whose core values match our own. We can train for competency, but if you’re also genuine, trustworthy, earnest, empathetic, and resourceful, we want you on our team.
Your Voice Is Heard
Here, hierarchy doesn’t drive impact - all voices are sought out, heard, and respected. We are listeners, then doers.
Your Team Makes You Stronger
Independent work is expected, but collaboration with compassionate accountability makes us all stronger. Working together, we all learn and grow.
Your Future Is Bright
We recognize that careers are not always straight lines. Professional development is a shared responsibility. We are committed to providing opportunities and resources to help you navigate your career paths and achieve your goals. Let's work together to foster growth and development in our organization.
What we offer
• Health and dental benefits through Blue Cross Blue Shield, plus vision benefits through VSP
• 401(k) and Roth plan with a competitive employer match
• Robust Wellness Program
• Employee Recognition Program
• Fun, food, and events
Position Summary
The Member Service Representative II provides solutions to members’ financial needs by providing quality service to members through effective needs-based recognition, handling member concerns and inquiries, and performing transactions with accuracy in a positive and professional manner. The primary role of the Member Service Representative II is to build trusting relationships with our members, recommending financial solutions based on our member needs.
Essential Responsibilities and Accountabilities
Member Service
- Assist members in establishing account relationships as it relates to Credit Union products and services, utilizing in branch, telephone, and email opportunities.
- Respond to member inquiries and evaluate their needs. Properly and enthusiastically look for growth opportunities and direct members to the appropriate resource.
- Maintain proficient knowledge of bank channels to promote ATM/Debit card usage, Alkami product and services, mobile banking, and bill pay.
- Demonstrate ownership of any customer problem or request by utilizing available resources and following up to ensure effective resolution and member satisfaction.
- Meet assigned member service and retention goals contributing to the success of the team.
- May serve as Member Service Center Agent as needed.
Branch Operations
- Perform accurate, routine transactions as they relate to Credit Union products and services and balance processed transactions daily.
- Perform teller/MSR I duties as required, may assist in training and mentoring of new staff.
- Assist in the operational maintenance and procedural balancing of Automated Teller Machines.
- May assume coordination of branch office operations to include branch opening, closing, and branch balancing.
- Participate in all required training and adhere to written policies and procedures of the credit union including BSA, OFAC and security.
Lending
- Interview consumer loan applicants to gather the required information for a credit application, explaining loan options, rates and terms and close loan on approval.
National Mortgage Licensing System (NMLS) Registration
- Apply for and successfully maintain NMLS registration.
- Completion of all assigned trainings per regulations set forth by SAFE Act.
- Completion of annual registration renewal process
Key Behavioral Competencies
Initiative
Individuals effective at this competency are able to take effective action without being directed. When they see a need or are given a goal, they take full ownership and act on it without waiting for someone to tell them what to do or how. They seek out guidance when needed so they are able to achieve goals. They make things happen.
Change Agility
Individuals effective at this competency are comfortable with ambiguity and are highly adaptable. They are comfortable and embrace changes and adjust and modify behaviors when appropriate to accommodate for the change when it is for the better of the organization. They understand change management techniques to help with better adoption of change.
Team Player
Individuals effective at this competency identify with the larger organizational team and their role within it. They are willing and readily share resources, respond positively to requests from other parts of the organization, and support organizational goals. They have empathy for others’ roles and responsibilities and support all members of the organization.
Dependability & Reliability
Individuals effective at this competency understand the importance of consistently meeting commitments and quality of work. They are able to be trusted to be on-time, prepared, and will make decisions that are aligned with the organization’s purpose, values and goals. They communicate when they cannot meet commitments and make plans to cover any commitments they are missing.
Active Listening
Individuals who are effective with this competency will be fully present and give undivided attention when someone is speaking. They will give cues both verbally and non-verbally indicating they are engaged in what someone is saying. When the speaker is finished speaking, they paraphrase to confirm understanding of what was being communicated.
Knowledge and Skills
- High school diploma or equivalent
- At least 1 to 2 years’ experience in customer service in a financial or retail environment
- Excellent oral and written communication skills
- Experience in Windows, Microsoft Office, and Automated Lending
- Apply for and successfully maintain NMLS registration
- Completion of all assigned trainings per regulations set forth by SAFE Act
ADA Requirements
Physical Requirements
- Able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasionally lifting cash box of up to 10 lbs. and coin bags up to 30 lbs. on occasion.
- Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
- Must be able to routinely perform work on computer for an average of 6-8 hours per day (including weekends).
- Must be able to work additional hours whenever required or requested by management.
Working Conditions
- Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
An Equal Opportunity Employer, including disability / veterans.