Member Services Representative I

SUMMARY:

Interacts directly with credit union members and employees. Provides quality member service in person and by telephone; processes member requests accurately and timely; provides service and rate information; processes transaction requests, answers questions regarding account information. Performs duties in accordance with established policies and procedures. Resolve basic service issues or refers to appropriate department to guarantee member satisfaction and retention. Promote services and products, via member education and cross-sell referrals. Follows fraud prevention and security procedures. Assist other co-workers as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: Other duties may be assigned.

· Maintains a functional level of knowledge and procedural expertise in all Credit Union products and services; interacts with employees and members; provides staff members a positive, professional role model of member service and sales through personal example.

· Ensures accurate processing of transactions for members including but not limited to receiving and/or disbursing of funds, deposits, withdrawals, transfers, cashing of checks, loan payments, transfers, Visa payments and cash advances, and other transactions as necessary.

· Provide information to members as requested including deposit and loan rates, balances, check clearings, deposit postings, verification of funds, and other service information.

· Identifies members' and potential members' needs and sells and cross-sells Credit Union services and products actively in an appropriate, professional manner. Explains specific services, products, and policies, including membership eligibility requirements.

· Assist members with problems and complaints providing resolution when possible, directing them to his/her supervisor or to the proper department for further assistance.

· Opens and closes building and vault as scheduled using proper security measures.

· Other duties including but not limited to ordering supplies, completion of Currency Transaction Reports, monthly audit of cash recyclers and assists with Federal Reserve currency shipment/receipt.

· Ensures security procedures, policies and measures are followed including, familiarity with security equipment, dual verification of cash recyclers, maintains secrecy of password and vault combination, and signs off computer when leaving workstation.

· Treats all member transactions and information (positive or negative) completely confidential. Discloses information only as required by member and TLC policies.

· Maintains a high priority on being available to members/co-workers by being at workstation as assigned and during business hours.

· Performs additional duties: wire transfers, vault procedures/balancing, ATM balancing, cash recycler/dispenser procedures/balancing.

· Opens new and Business accounts; savings, share drafts and certificates, explaining ownership options. Gather necessary information and documentation. Completes application and supporting documents accurately and timely.

· Follows account opening policies and procedures.

· All other items assigned and deemed necessary by Management.

SUPERVISORY DUTIES:

None

PERFORMANCE STANDARDS:

• Ensures exceptional member service.

• Accurately and efficiently process transactions.

• Cross-sell products and services.

• Adhere to Credit Union policies and procedures.

QUALIFICATION REQUIREMENTS:

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

EDUCATION and/or EXPERIENCE:

• Requires High School Diploma.

• Requires one to three years previous experience in financial institution environment.

• Ability to function with minimal supervision.

• Requires strong interpersonal and verbal communication skills.

• Requires strong written communication skills.

• Requires the ability to type accurately and operate a computer system.

• Requires basic knowledge of Microsoft Word and Excel.

COMMUNICATION SKILLS:

• Ability to write routine correspondence.
• Ability to read and interpret documents.
• Ability to speak professionally and effectively with members, potential members, and other employees of organization.

CERTIFICATES, LICENSES, REGISTRATIONS:

No Requirement

OTHER SKILLS and ABILITIES:

· Self-motivated to insure current and accurate product knowledge for all personal and business products and services.

· Frequent need to be resourceful and persuasive using a high degree of concentration, patience, and initiative.

· Flexible with an ability to work in a team environment assisting other co-workers as required.

· Ability to take on additional tasks and duties as assigned.

· Ability to operate general office machines and equipment such as, typewriter, photocopier, fax machine, computers, and telephones.

WORKING CONDITIONS:

Physical/Mental Requirements:

Branch-based, in person required. Employee must be able to bend, sit, stand, primary role requires limited physical exertion. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on both internal and external confidential matters.

Working conditions:

Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, and calculators for an average of 6-8 hours per day. Must be able to deal calmly and professionally with numerous different personalities from diverse cultures. Some portion of the position requires extended work hours and frequent travel to various branches and event locations. Must be capable of maintaining regular, reliable, and timely attendance

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person