Position Summary:
The Member Services Representative I (MSR I) is responsible for providing exceptional service to members and assisting them with various types of transactions, examining checks, referring credit union products and services, and balancing their cash drawer each day. MSR I’s interact with members face-to-face in a fast-paced environment and are responsible for meeting their initial requests. MSR I’s must be proactive in referring Launch Credit Union products/services to every member to enhance their financial wellbeing. MSR l’s are also responsible for following all safety and compliance procedures to protect the assets of the Launch Credit Union and its members, communicating effectively, and promptly resolving member concerns.
Primary Responsibilities:
1. Processes a variety of transactions (i.e., deposits, withdrawals, transfers, loan payments, check cashing, buys, and sells cash etc.).
2. Examines checks for validity and processes them through the check scanning system. Determines and places applicable holds on checks in accordance with Reg. CC. Reviews alerts placed on member records and responds accordingly.
3. Balances cash drawer and checks daily. Accurately accounts for all cash and monetary instruments. Follows and completes all cash handling and balancing procedures.
4. Verifies the member’s identity and communicates with members according to service standards.
5. Educates members on credit union products and services. Identifies member needs for additional products/services and refers them to branch representatives and business partners.
6. Meets production goals.
7. Resolves member issues promptly and professionally.
8. Maintains the highest level of confidentiality with all information obtained.
9. Monitors the member-tracking system and assists members in a timely manner.
10. Contacts Member Solutions regarding member payments when applicable.
11. Follows and ensures compliance with all operational procedures that are required to maintain
accuracy, manage risk, prevent fraud, and protect members.
12. Issues replacement debit and credit cards.
13. Completes the End of Day balance sheet.
Other Responsibilities:
1. Assists other MSR I’s as needed.
2. Scans documents into the document retention system as needed.
3. Processes check orders.
4. Sorts the daily work for the branch.
5. Checks email for updates.
6. Processes and balances the ATM and posts night drop transactions.
7. Prepares coin bags to ship to Brinks.
8. May assist members with their Safe Deposit Boxes.
9. Follows all Launch Credit Union policies and procedures.
10. Completes compliance training assignments in a timely manner.
11. Attends meetings and training sessions as required.
12. Performs other duties as assigned.
Supervisory Responsibilities:
None.
Education, Experience, and Skills Required:
1. A minimum of one year of similar or related experience.
2. A minimum of one year of sales experience and/or identifying member/customer needs.
3. A high school diploma or GED.
4. Ability and willingness to identify member needs and make appropriate product/service recommendations to meet those needs.
5. Good interpersonal skills, including displaying courtesy, tact, and diplomacy during personal contact with others inside and/or outside of the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
6. Strong written, verbal, communication skills.
7. Good mathematical skills and accurate cash handling skills.
8. Must be proficient in the use of computers with a demonstrated ability to quickly learn software applications, multiple programs, and systems.
9. Must be knowledgeable or have a demonstrated ability to quickly learn and understand the applicable regulations (i.e., Reg D, CC, BSA, TISA, etc.).
10. Ability to work under pressure in a fast-paced environment and multitask.
11. Good judgment, decision making, and problem-solving skills.