Member Service Representative Plaza

Role
Responsible for accurately processing financial transactions and being an effective source of information for our members: in the lobby, drive thru window or by telephone. Providing them with friendly, professional, confidential and effective assistance to members and company associates assuring a positive experience and minimizing wait time.

Major Duties and Responsibilities

• Demonstrate efficiency with financial transactions for checking, savings and borrowing members: receives funds, posts transactions and pays out funds as requested. Verbally confirm intended transactions with member to assure all needs are met and minimize errors.
• Balances cash drawer daily to ensure accuracy in transactions and notifies supervisor regarding any outages.
• Create and maintain a clean, neat, pleasant work environment by maintaining a professional look (i.e. dress, posture, attitude, etc.), positive outlook, and behavior toward members and co-workers.
• Research, troubleshoot, and resolve member and internal inquiries regarding policies, practices, and products.
• Receives loan payments and savings/checking deposits from members, addresses inquiries on accounts, records amounts and dates of payments and other significant information, checks member calculations, and validates checks and/or cash payments. Issues money orders, receives currency and coins and verifies amounts, and processes the redemption of bonds, cash checks according to written procedures.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Assist other departments and branches with transactions as needed; provide support for the department and branch managers in fulfilling member requests and merchant verifications.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Knowledge & Skills

Spanish speaking is a plus.

Experience
Six months to two years of similar or related experience, including time spent in preparatory positions. Cash handling and customer service experience are strongly preferred.

Education/Certifications/Licenses
A high school degree or GED is required.

Interpersonal Skills
Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.

ADA Requirements

Physical Requirements
Perform primarily sedentary work with limited physical exertion and regularly lifting cash boxes of up to 10 lbs. and coin bags of up to 30 lbs. on occasion. Must be capable of climbing/descending stairs in emergency situations. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to stand for long periods of time. Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.

Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work areas with minimal noise. 

Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on your own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate the highest levels of member service and discretion when dealing with the public. 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. 

Acknowledgment
Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. 

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any specific period of time. 

Topside Federal Credit Union is an equal opportunity employer with respect to all protected groups, including protected veterans and individuals with disabilities. Topside FCU conforms to all applicable federal, state, and local laws. This policy does not override or alter any regulatory obligations that may apply to specific roles or departments.