Member Service Representative

Member Service Representative

Department: Retail

FLSA:                                 Non-Exempt

EEO:                                   Administrative Support Worker                                                     

Salary Grade:  13                                                                                                               

Salary Range:   $47,005.00 - $68,125.00 Annually

Position Reports To:         Branch Manager/Assistant Branch Manager

SUPERVISORY POSITION:           No

People Vision:   Our people create an environment that produces genuine empathy and feelings of care and concern for a better future and personal well-being to make us the only choice in the communities we serve… “Changing lives, because we care.”

The MSR is responsible for enthusiastically providing members and prospective members the full range of SUN’s products and services. Performing basic to complex member and prospective member transactions, account maintenance and resolves member and prospective member inquiries involving Credit Union products and services: opening, retaining and closing of depository accounts, business accounts, revocable trust/estate and IRA accounts. Input/fund consumer loans and referring real estate products. Performing a variety of servicing request such as loan payments, automatic transfers, interest rates, certificate of accounts, issue credit/debit cards, retrieve documents, assist with bookkeeping issues and performs service calls to members in support of the Credit Union’s service and sales efforts. Provides information to our member’s questions regarding Credit Union services and products as well as perform a variety of account maintenance tasks. Cross sells products and services; supports co-workers with daily workflow fluctuations, teller transactions, audit and clerical functions as required. The MSR I connects members to “subject matter expects” with questions, concerns or problems as they arise. MSR I is a contributor to the team and works collaborative to ensure continual process improvement while providing extraordinary member service that aligns to SUN’s vision and strategy.


ESSENTIAL FUNCTIONS AND BASIC DUTIES

•Enthusiastically presents and explains Credit Union services and products to members to assist and support their financial needs. Continuously keeps members informed of services and policies.
•Ensures member’s information is complete and accurate.
•Actively and professionally cross sells Credit Union services and products while building member financial relationships in person and over the phone
•Resolves member requests, issues promptly, courteously and professionally.
•Opens and closes accounts, rents safety deposit boxes, orders checks and other miscellaneous member account maintenance duties.
•Completes members direct deposit payroll forms and authorization forms. Sets up distributions as requested, and ensures that distributions take place.
•Answers questions and resolves problems by listening and determining solutions, collecting data, securing answers and reporting results to the inquiring party. Processes stop payment orders and provides follow-up.
•Reviews and updates certificate and club accounts.
•Maintains IRA accounts and answers questions regarding IRAs.
•Receives, inputs and funds loan applications.
•Assists with ATM daily balancing and bi-weekly swaps.
•Ensures compliance with BSA Rules & Regulations. Completes Currency Transaction Reports (CTR) when required. Ensures that all Currency Transaction Reports are processed in a timely manner. Obtain BSA training annually.
•Completes the Business CTR Exemption Statement Form when required.
•Reports any unusual suspicious activity to the Branch/Assistant Manager for further review.
•Completes verifications (Chex Systems and Credit Report), prior to establishing a new account. Reports positive matches of OFAC to the Branch Manager and BSA Compliance Officer immediately.

PERFORMANCE MEASUREMENTS

•Member services functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.

•Good business relations exist with members. Member problems or questions are courteously and promptly resolved. Effective assistance is provided with member bookkeeping and checking account problems.

•Good working relationships and coordination exist with area personnel and Management. Appropriate assistance is provided to area staff as needed. Supervisor is appropriately informed of area activities.

•Required reports and records are accurate, complete, and timely.

•The Credit Union's professional reputation is maintained and conveyed.

•Ensures appropriate level of confidentiality and professionalism are maintained


QUALIFICATIONS
Education/Certification:  High school graduate or equivalent, some college preferred.
Required Knowledge:   Knowledge and ability to provide extraordinary member services.
Ability to support members bookkeeping issues and concerns.
Experience Required:   One to three years of experience as a Member Service Representative  or equivalent financial institution experience
Skills/Abilities:  Excellent communication skills as well as empathy for people.
Solution oriented attitude, “Getting to Yes”
Embraces and demonstrates the SUN Vision
Ability to operate modern business applications and equipment.
Solid math and bookkeeping skills.

WORKING CONDITIONS

No hazardous or significantly unpleasant conditions (such as found in a typical office).