Full-Time Member Service Platform Representative - Peekskill Branch

Mid Hudson Valley Federal Credit Union•City of Peekskill, NY

1d•Onsite

About The Position

The Member Service Platform Representative works at the Peekskill Branch and supports the credit union’s success by providing superior service according to MHV’s Brand Standards. The representative assists members and prospective members with credit union needs, explains products and services, opens and closes accounts, responds to problems, and directs members to appropriate staff. The role also involves cross-selling products and services, originating and funding loans in accordance with lending procedures, and performing teller functions. All work must comply with credit union policies, regulatory requirements, and the Bank Secrecy Act. The regularly scheduled workweek includes Saturdays and rotating weekday shifts. The representative supports members and business account owners through account onboarding, sales, consumer loan applications and funding, teller transactions, and assistance with remote transaction channels. The position also involves equipment maintenance and settlement, maintaining accurate records, safeguarding account information, and referring issues beyond the representative’s authority to the Lead MSR or Branch Manager. Success is measured by product knowledge, service quality, accurate and timely work, attendance and schedule flexibility, teamwork, confidentiality, compliance, and meeting individual and branch sales goals. Work is generally performed indoors in a climate-controlled shared office environment with minimal noise and limited safety or health hazards. The work is primarily sedentary, with some standing, walking, bending, and occasional lifting.

Requirements

One to three years of similar or related experience.
High school education or GED.
Strong time-management and organizational skills, with the ability to manage multiple workloads and work independently.
Excellent verbal and written communication and listening skills.
Problem analysis and resolution skills and above-average interpersonal skills.
Strong computer skills, including Microsoft Office.
Ability to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 50 pounds; ability to bend, sit, and stand, and climb or descend stairs in an emergency.
Normal range of vision and hearing abilities.
Ability to operate routine office equipment, including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
Ability to routinely work on a computer for an average of six to eight hours per day when necessary.
Regular, reliable, and timely attendance.
Ability to perform job functions independently or with limited supervision and work effectively alone or as part of a team.
Ability to read and follow written instructions, follow oral instructions, perform basic mathematical calculations, spell accurately, understand computer basics, and communicate clearly and logically.
Ability to interact calmly and professionally with people of diverse backgrounds at different organizational levels, while demonstrating customer service, discretion, diplomacy, and tact.
Ability to work under deadline pressure and requirements for accuracy and quality, handle a fast pace, and manage multiple, simultaneous, and changing priorities.
Ability to exercise discretion when handling confidential internal and external matters.
Ability to work Saturdays and rotating weekday shifts as part of the regularly scheduled workweek.

Responsibilities

Assist members and business account owners with opening and closing accounts, including onboarding through the Connect process.
Answer questions about products and services, resolve problems within the representative’s authority, and ensure member needs are addressed promptly.
Promote and sell the credit union’s financial products and services, work toward individual and branch goals, and use CRM to track sales activity.
Interview consumer loan applicants, obtain appropriate credit information, identify cross-selling opportunities, follow loan follow-up standards, use tools to acquire loan leads, book approved loans, and complete funding with members.
Perform MSR teller functions and assist members with and demonstrate transaction processing through remote channels.
Perform first-line maintenance, reconciliation, and settlement of equipment, including PT, ITM, ATM, TCD, and TCR equipment, while protecting member account privacy.
Maintain a comprehensive understanding of credit union products and services and serve as a Notary Public when needed.
Refer issues beyond the representative’s authority to the Lead MSR and/or Branch Manager and offer solution recommendations when appropriate.
Maintain appropriate records and prepare required reports accurately and on time.
Understand, comply with, and administer credit union policies and procedures, including branch security, regulatory compliance, and Bank Secrecy Act requirements.
Maintain product knowledge and skills, assist coworkers with daily operations and procedures, and assist with opening or closing in the Branch Manager’s absence.
Provide professional, courteous, prompt, and accurate service to members and associates; answer calls within two rings and respond to messages or correspondence within 24 hours.
Maintain confidentiality, integrity, professional conduct, appropriate attendance and punctuality, and flexibility to meet business scheduling needs.
Meet or exceed sales goals, help achieve branch and organizational goals, exercise sound judgment, and maintain established cash limits and assigned equipment.
Maintain accurate reporting for consignment items and CTRs and comply with credit union policies and federal regulations.
Work extended hours or travel off site when required or requested by management.