Branch Member Service Representative I/II

Tower•Fort Meade, MD

21h

About The Position

The Branch Member Service Representative provides a link between members and the credit union, professionally representing the organization and delivering high-level service. The role identifies relationship opportunities, matches products and services to members’ needs, and helps members use alternative banking solutions. It requires thorough knowledge of credit union products, services, regulations, and operational procedures. The representative processes member requests through various systems, follows applicable laws and organizational policies, supports risk management and the credit union’s safety and soundness, and regularly performs teller functions. The position serves potential, new, and existing members with share and loan requests, consumer loan applications, account maintenance, monetary transactions, product and service questions, and issue resolution. It also includes sales and referral activity, outbound and follow-up calls, debit card support, safe deposit box access, notarial services, savings bond transactions, and operational processing of branch ATMs. The representative may hold keys and combinations for dual-authority access to vaults, ATMs, and teller cash dispensers, and is responsible for ensuring dual control and the security of cash and negotiable instruments. The stated schedule is Monday through Friday, 7:00 a.m. to 3:30 p.m. Hours may extend beyond the defined schedule when operating conditions require. Applicants must process for a Red Corridor Sponsor Badge. The hiring range is $23.06 to $28.83 per hour. Full-time positions include exceptionally low medical premiums and other benefits.

Requirements

High school diploma or equivalent.
Sufficient interpersonal skills to positively represent the credit union in member interactions.
Ability to effectively operate a PC using a Windows operating system and other office equipment.
One year of experience providing direct customer or member service, preferably in a business office setting.
Ability to sit, stand, and walk for extended periods.
Sufficient dexterity and vision to operate a variety of office equipment.
Ability to lift coin bags weighing up to 50 pounds, with or without assistance.
Ability to work hours beyond the defined schedule when operating conditions require.
Ability to process for a Red Corridor Sponsor Badge.

Responsibilities

Serve as the primary contact for potential, new, and existing members and service share and loan requests.
Interview, evaluate, and underwrite consumer loan applications within loan authority.
Evaluate collateral, verify required documents, and follow loan funding procedures.
Perform monetary transactions and maintain accounts, including check orders, distributions, stop payments, ATM and debit card requests, address changes, and ownership updates.
Reset Tower Talk 24 and/or Home Banking PINs.
Resolve product and service problems by identifying the cause, explaining solutions, arranging corrections, and following up.
Assess members’ financial needs and provide loan and account service by matching appropriate products and services to member needs and credit union goals.
Explain relevant account features and restrictions and disclose information required by law.
Complete administrative work accurately and promptly in compliance with credit union policies and federal and state regulations.
Participate in required compliance and product-knowledge training and apply that knowledge in member interactions and documentation.
Maintain awareness of security risks involving member identification, membership eligibility, and confidentiality.
Explain product and service features and benefits, address questions and objections, and conduct follow-up or refer members to appropriate departments or CUSOs.
Sell products and services and participate in identifying needs, referrals, closing, and follow-up; meet prescribed sales and referral goals.
Make outbound sales calls for credit union initiatives, primarily automobile and credit card recaptures.
Serve as a liaison between TFCU departments and vendors, including FIS, Harland, and COOP.
Make follow-up service calls to existing members and meet prescribed follow-up call goals.
Hold keys and combinations for dual-authority vault access and ensure dual control when access is granted.
Secure the cash drawer and negotiable instruments and attend required quarterly branch security training.
Follow MasterCard policies and procedures; create and activate debit cards and PINs, ensure they function properly, and instruct members in their use through the branch ATM.
Assist members with safe deposit box access, verify documented ownership, obtain required signatures, and ensure the box is secured before the member leaves.
Obtain and maintain an active Maryland Notary Public commission and perform notarial acts in accordance with state requirements.
Learn U.S. Treasury Savings Bond procedures and complete member and non-member bond transfers and redemptions.
Participate in branch ATM operations, including daily deposit retrieval, cash replenishment, and weekly cash settlement with COOP.
Hold keys and combinations for dual-authority access to vaults, ATMs, and TCDs before, during, and after branch hours, and ensure dual control.
Perform related duties as assigned.