PRIMARY OBJECTIVE OF POSITION

The Member Service Representative (MSR) serves as a liaison between the member and the Credit Union to determine the members, and/or potential members, financial needs and provides information (by phone or in person) on the full range of Credit Union products and services. The MSR provides a variety of member service duties, including but not limited to, opening new accounts (savings, checking, IRAs, Certificates), explaining electronic services, issuing plastic cards, completing account maintenance requests, processing and closing loan applications and professionally handling and resolving member complaints and account problems.

ESSENTIAL JOB FUNCTIONS

1. Member Service Duties

• Assists members with accepting loan applications, processing and closing loans in accordance with established loan guidelines. Follows up on pending loan applications and ensures timely response to members. Withdraws loan applications when loan will not be completed.
• Promotes the credit union products and services based on member needs that are obtained from member interviews and /or review of members account. Actively cross-sells products. Assists members in opening new accounts, explaining the features and benefits of the credit unions products.
• Greet and welcome members and visitors to the credit union in a professional manner. Represents the credit union to members in a courteous and professional manner and provides prompt, efficient and accurate service in the processing of transactions. Conducts orientation interviews on credit union services and programs with each new credit union member.
• May respond to email or other electronic requests submitted by members.
• Respond to members requests, problems, and complaints resolving issues, and/or directing them to the appropriate person for specific information and assistance.
• Assist members with other transactions such as Debit and ATM card issues, cancellations and re-issue or re-printing cards for existing members, address change requests, setting up and unlocking Home Banking, printing loan coupons, printing member ID cards, and printing temporary checks. Places Check re-orders, closes accounts as per member's request, places attention messages and e-notes on member's account for security purposes.
• Assists members in researching accounts for deposit, withdrawal and loan payment discrepancies. Assists members in balancing their account.
• Complies with credit union policies regarding BSA and CIP as it pertains to Lending and New Accounts.

2. Compliance

• Complies with Credit Union policies regarding BSA and CIP as it pertains to lending and new accounts.
• Ensures appropriate records are maintained and required reports are prepared.
• Abides by all applicable rules, regulations and Credit Union policies and procedures.
• Properly secures member information in accordance with Credit Union privacy and confidentiality policies. Ensures work area is neat and safe.
• Completes required training for position within deadlines.

3. Performs other related duties as required or assigned.

JOB SPECIFICATIONS

The incumbent must possess a high school education or GED as well as a minimum of nine (9) months of financial institution experience. Six (6) months of lending experience or completion of a lending certification program required. The ideal candidate should be familiar with a broad range of financial products and services, including consumer lending, and possess excellent verbal and written communication skills.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the incumbent is required to talk, hear, stand, walk, and manipulate (lift, carry, move) light to medium weights of 5 to 30 pounds. This position involves sitting for long periods of time, frequently viewing a computer monitor, and requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information.

EQUIPMENT SKILLS

Personal computer with windows environment, copy machine, telephone, calculator and scanner.

The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as detailed description of all work requirements that may be inherent in the job.