Member Service Rep II

TruWest Credit Union•Tempe, AZ

About The Position

The Member Service Rep II assists credit union members with product, service, and account information. The position handles branch opening and closing duties, teller transactions, opening deposit accounts, processing loans, and verifying deposit applications. It approves or declines service applications in accordance with credit union policies and procedures, manages member relationships and a personal book of business, and supports retention and growth through sales and referrals. The role also monitors daily activity, prepares recurring and month-end statistical reports, investigates and resolves errors, and maintains and balances a cash drawer and negotiable instruments. The employee is expected to present a professional image, maintain a flexible schedule, and provide spontaneous service excellence to members, colleagues, and business associates in keeping with TruWest’s service philosophy and values. The role identifies members’ financial needs and recommends appropriate products and services. It includes managing lobby traffic, using the Lobby Tracker app, completing account and loan applications, opening deposit accounts, originating and booking applicable loans, and helping members understand their financial choices. The employee also supports business, IRA, and other specialized accounts; follows up on loan queues; performs notary and signature-guarantee duties; makes outbound sales calls and handles incoming calls; processes source documents and negotiable instruments; and assists members with electronic and other credit union services. Duties must be performed in accordance with applicable laws and credit union policies.

Requirements

Education associated with a high school diploma.
At least one year of Teller II or similar related sales experience at a financial institution.
Demonstrated sales and referral ability.
Advanced knowledge of TruWest products, services, and account requirements to identify member-benefiting cross-selling opportunities.
Knowledge of credit union policies and procedures and basic lending regulations.
Ability to perform mathematical calculations accurately, strong attention to detail, and knowledge of negotiable instrument elements.
Intermediate-to-advanced knowledge of the TruWest computer system and advanced PC skills, including navigating appropriate websites.
Experience with office equipment such as a 10-key calculator, PC keyboard, copier, and fax machine.
Good verbal and written communication skills and strong customer service and interpersonal skills.
Ability to work with little or no supervision and complete tasks in a timely manner.
Professional dress, appearance, and behavior.
Ability to maintain a flexible schedule.

Responsibilities

Identify members’ financial needs and promote appropriate products and services to support cross-selling, referrals, and established service survey scores.
Perform all teller-related duties.
Manage lobby traffic and provide personalized, professional service to members.
Use the Lobby Tracker lobby management app.
Complete and process product, service, and loan applications, and communicate with members about submitted applications.
Open deposit accounts and originate and book applicable loan products, completing required documentation in accordance with state and federal laws.
Support opening business, IRA, and other specialized accounts and understand their required documentation.
Understand Xpress accounts and LoansPQ; follow up on loan queues, ensure member contact and notes are updated, and help ensure approved loans are booked unless canceled by the member.
Educate members about financial choices by listening to and understanding their needs and offering appropriate products and services.
Perform notary duties and signature-guarantee transactions.
Follow credit union policies and procedures, including Bank Secrecy Act, security, confidentiality, and human resource policies.
Make outbound sales calls to existing and prospective members; answer incoming calls and assist members, transferring calls to the contact center when appropriate.
Create and maintain a personal book of business, follow up with members regularly, identify sales opportunities, and resolve problems proactively.
Process source documents, checks, and negotiable instruments according to established procedures.
Understand the electronic check process and follow anti-fraud check-detection software procedures.
Understand and demonstrate credit union eServices and help members enroll, including on members’ own devices or branch computers/tablets.
Assist with branch opening and closing duties.
Monitor daily activity and compile and provide statistical reports regularly and at month end.
Investigate and resolve errors; maintain and balance a cash drawer and balance negotiable instruments daily.