Position Title: Member Services Representative II

Organizational Relationships: Reports to Assistant Branch Manager, Branch Manager, or VP/Branch Manager

Supervisory Responsibilities: N/A

General Function: Serve as professional, knowledgeable and friendly “face” and

“voice” of Whitefish Credit Union’s member service and lending. Direct Members to

appropriate personnel and / or Departments, as needed. Open new member accounts, processes

loan requests from Members for personal lines and loans. This individual will also provide

Member services such as notary, payment processing, research, etc. Reports to Assistant Branch Manager, Branch Manager, or VP/Branch Manager.

Position Functions:

• Process all personal loan/line requests, excluding residential mortgages, for prospective Members and existing Members, up to assigned limit.
• Be the primary contact for opening of accounts, within established regulations, policies and procedures.
• Provide Member services such as transaction research, process wire requests, notary services, answer questions concerning accounts and provide general information to the public about the Whitefish Credit Union.
• Be the Whitefish Credit Union product expert to match them to Member needs.
• Answer all incoming phone calls proactively, promptly and professionally.
• Perform all tasks and projects which are requested and required by supervisor, senior management, and organizational need.
• Receive and announce Members, Vendors and other guests to the Whitefish Credit Union in a prompt and professional manner, and direct to appropriate personnel or department.
• Correct Member contact information as needed.
• Maintain ongoing communication with Supervisor and senior management, informing them of all pertinent problems, new developments, changes and other important information.
• Work proactively and positively with other personnel to ensure a “team effort” and prompt Member service.
• Follow all Whitefish Credit Union, Montana and Federal information privacy guidelines.
• Adhere to all Whitefish Credit Union policies and procedures.
• Report to work on time and as scheduled.
• Perform other duties as assigned.

Position Requirements:

• Ability to follow oral and written instructions.
• Ability to communicate effectively verbally, in writing, and over the phone, with Supervisor, President / CEO, Members, Volunteers, Co-workers, and Senior Management Team.
• Strong analytical and organizational skills.
• Ability and willingness to learn Whitefish Credit Union history, philosophy and organizational structure.
• Ability to learn basic Teller and Loan Officer functions.
• Knowledge of NCUA insurance and IRA guidelines/procedures.
• Ability and willingness to maintain notary licensure.
• Ability to learn on the job and improve office-related skills.
• Ability to prioritize work and juggle multiple simultaneous projects.
• Ability to work with a variety of office equipment and software systems.
• Ability to sit for prolonged periods of time over the course of an 8-hour day.

Required Education and Experience:

• High school diploma.
• 3-5 years professional member service experience.
• 3-5 years professional banking or credit union experience.

This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to changes and revisions by management at any time. Responsibilities are listed as guidelines only and the job is not necessarily limited to these specifications.