Position Title: Member Service Representative (MSR)

Reports to: Director of Retail Sales and Service

Category: Non-Exempt

Status: Regular Full-Time

Location: Onsite {Lewes, Long Neck, Milford, Millsboro, Salisbury, Seaford, or Selbyville}

Position summary:

A Member Service Representative plays an important role in our members banking experience. Most important is the ability to resolve member inquiries quickly and efficiently, delivering an extraordinary member experience all while managing the traffic flow in the branch. A Member Service Representative must be adaptable, tech savvy and have a growth mindset, in addition to being member-fixated, be a positive, infectious contact between the public and the credit union.

Tasks:

Responsibilities include, but are not limited to the following:

• Oversees the lobby area, gives pleasant greeting to members, and other visitors, as they enter and leave the credit union.
• Prescreens all visitors requesting service to determine the purpose of the visit so that requests may be handled in the most efficient and effective manner possible. Directs/announces them to the appropriate individuals, as necessary.
• Reduce member financial concern by helping to determine both personal and business financial needs. Pull in experts (MSMs) that can help guide members to their financial solutions.
• Must be tech savvy. Showcases our products and how to easily navigate our mobile and online experience. Take an active role in educating members on other banking channels as well as other products and services.
• Keeps lobby and Smart Offices stocked with brochures, paper, pens, restock candy dishes and dog treats.
• Keeps lobby, ETM and Coin machines clean.
• Provides informed answers to members’ questions on credit union products and services. Routine requests are handled at reception desk, if traffic allows. New accounts, or services that cannot be handled at the front desk, should be referred to an MSM or Smart Office as appropriate.
• Perform transactions that can be handled in the lobby at the MSR desk, such as ordering checks, change of address, wire transfers, closing accounts, adding additional products to existing memberships and filing disputes, etc.
• Perform teller transaction when needed at the TCR.
• Understands ETM functions and advocates its use; encourages members who require teller services to utilize ETM whenever possible.
• Understands Smart Office functions and advocates it use; provides support to members as well as Back Office staff, as appropriate, when Smart Office is in use.
• Will be readily available via headset to assist the Lending Department or Smart Office MSM with members who are in the Smart Offices.
• Research and answer member inquiries with the intent of enhancing member retention and engagement by leveraging various tools and channels to recommend appropriate solutions.
• Performs a variety of transactions while monitoring fraud mitigation and adhering to established operational policies and procedures.
• Assists MSM with branch opening and closing procedures.
• Scan in weekly and end of the month reports such coin machine balances, scammer logs, night drop, vault logs, etc.
• Assist MSM plan events to co-inside with the community to help promote the growth of your branch financials and increase your membership growth.
• Performs other duties as assigned.
• Community involvement: Paid Volunteer Hours- Each eligible employee is required to have 3 hours within the current Annual Performance Review cycle. These can either be 3 concurrent hours or nonconcurrent. Unpaid Volunteer Hours- As a qualifier for the balance scorecard profit-sharing plan employees will need to complete 3 volunteer hours unpaid per year for the balance scorecard.

Basic Qualifications:

• High school education and at least two year’s work experience of a clerical nature.
• Familiarity with Microsoft Office applications.
• Pleasant outgoing personality which gives a positive image of the credit union to members and prospects.
• Good verbal, written, and telephone communication skills.
• Professionalism in dealing with members, managers and co-workers. Ability to maintain composure under pressure.
• Standing on feet for the majority of the 8-hour day.

Preferred Skills/Experience:

• Thorough knowledge of TFCU’s products and service.
• College level courses.

Job Type: Full-time

Pay: From $15.00 per hour

Expected hours: 40 per week

Benefits:

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

Experience level:

• Under 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• In-person
• Office

Application Question(s):

• What are your salary requirements?
• Do you currently smoke? TFCU has a no tobacco hiring policy.

Ability to Relocate:

• Salisbury, MD 21801: Relocate before starting work (Required)

Work Location: In person