Member Service Representative I
About The Position
Under limited supervision, this role is responsible for promoting credit union products and services to members via telephone or in person. The position provides counsel to new and existing members regarding various credit union services and investment opportunities, with an emphasis on current promotions. It also involves performing assigned teller tasks for member transactions, including inquiries, processing mail, and authorized account changes. Responsibilities may include assisting members with opening new accounts (Regular Shares, Share Draft, Money Market, Term Accounts, IRAs, etc.) and providing support to Tellers and MSRs as needed. The role requires staying current with all applicable policies and procedures. Additionally, the Member Service Representative II will provide cross-functional support to other departments as needed, potentially including the Call Center, Consumer Lending, Card Services, and Collections departments to support operational needs and ensure a seamless member experience.
Requirements
- High school graduate or equivalent
- Two years experience within a financial institution with demonstrated success in a sales environment
- Expert knowledge of Teller functions, MSR functions, new accounts, member service, and loan products
- Ability to professionally assist members with all credit union products and services in accordance with all credit union policies and procedures
- Expert knowledgeable of credit union products and services
- Ability to manage workflow with limited supervision
- Strong organizational and communication skills, with an emphasis on professionalism and delivering a high quality of member service
- Must have a working knowledge of Microsoft Word and expert knowledge of the credit union’s core system
Responsibilities
- Responsible for the promotion of credit union products and services
- Assist with daily member inquiries, including, but not limited to, savings rates, loan rates, MasterCard accounts, and account inquiries
- Assists members with all credit union products and services including, but not limited to, share accounts loan products, term accounts, and IRAs
- Answer basic and non-routine member inquiries regarding credit union policies and procedures
- Resolves both basic and non-routine member inquiries related to transaction errors
- Process loan requests in a timely manner which meets the organization’s objectives
- Provides phone support to the members calling the Call Center
- May review and verify the releasing of all regional secured titles to appropriate parties
- Interface with loan officer on behalf of members
- Follow-up and advise members of loan decisions
- Provide basic and routine real estate information
- Insure the completeness and accuracy of all documents received
- Perform clerical functions including data input and typing of designated forms
- Review and process incoming mail
- Supports management in attaining organizational goals and objectives
- Participate in ongoing Employee Self Development training sessions
- Provide support in various areas as needed
- Retrieve voice messages from credit union telephone system and distribute as appropriate
- Perform end-of-day branch reconciliation of accounting center, prepare checks received for back office processing, checks disbursed and check signer daily
- Maintain and balance teller drawer daily in accordance with all credit union policies and procedures
- Participate on an ATM balancing team
- May perform as Teller I, Teller II or MSR I as needed
- May be responsible for a remote office
- May be responsible for developing site, sponsor and vendor relationships in remote offices
Benefits
- medical
- dental
- vision
- disability
- life insurance
- 401(k)-profit sharing plan with employer matching
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
