Member Service Representative II

FIRST FLORIDA CREDIT UNION•Jacksonville, FL

3d•Onsite

About The Position

This position is responsible for assisting the Credit Union in achieving its mission to share in the financial success of its members by providing services with fairness and integrity. This goal is achieved by delivering outstanding service to both internal and external members. The role involves assisting members and potential members with their Credit Union needs, explaining services, setting up new deposit and loan accounts, and responding to problems.

Requirements

One year to three years of similar or related experience.
A high school education or GED.
Able to operate a 10 key calculator, computer keyboard and working knowledge of Microsoft Products.
Adhere to the Credit Union Service Standards in all interactions both internal and external as well as employing CML (Creating Member Loyalty) skills.
Handle requests accurately, efficiently and effectively. Troubleshoot or direct member to the appropriate cross functional area.
Process member transactions with minimal errors.
Instruct and communicate information in a clear and concise manner.
Maintain a thorough knowledge of interdepartmental functions.
Maintain a thorough knowledge of products and services and successfully recommend new products or services to members.
Maintain knowledge of all policies and procedures to ensure compliance.
Maintain a dependable record of attendance and timeliness.
Offer ancillary products to all qualified/eligible members 100% of the time.
Qualify for, obtain and maintain annual registration in the Nationwide Mortgage Licensing System and Registry (NMLS).
Qualify and obtain a Credit Life and Disability License.
Follow policy and procedures in order to avoid monetary outages. Any outages that may occur pertaining to teller, vault or credit union transactions must be maintained within guidelines.

Nice To Haves

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation.
Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Responsibilities

Take member loan applications either in person or by phone and prepares them for review by a Loan Officer.
Follow up with the Loan Officer to determine status.
Process approved loans and sets up date and time to close the loan and make disbursements.
Assist members with establishing new accounts and changes to existing accounts either in person or by phone, including but not limited to: new membership shares, checking, money market, certificates, Individual Retirement Accounts, debit cards, address changes, beneficiary changes.
Receive and process member financial transactions, including but not limited to: deposits, withdrawals, loan payments, transfers, and cash advances as directed.
Sell cashier's checks and Visa gift cards to members.
Identify member needs and cross-sell Credit Union services to members.
Assist members with routine and complex account related questions either in person or by phone.
Resolve problems.
Perform quality control of account and loan documents.
Prepare documents for delivery to the records department for imaging.
Represent the branch as appropriate in its relationships with members, sponsor organizations(s), suppliers, other financial institutions and similar groups.
Assist other departments or branches as requested by management.
Balance daily transactions with a minimum of errors.
Responsible for compliance with Credit Union policies including the Bank Secrecy Act and Customer Identification Program.
Perform other related duties as assigned.