Member Service Representative II

Center Parc Credit Union•Atlanta, GA

1h•$20 - $24

About The Position

The Member Service Representative II (MSRII) proactively provides quality-driven service to existing and potential Center Parc Credit Union members, with the purpose of helping members achieve financial success through exceptional products and service. The role includes processing payments and transfers, opening and maintaining accounts, understanding member needs, recommending appropriate products and services, and building positive relationships with members and peers. Depending on assignment, the MSRII may perform some or all listed tasks, but is expected to become proficient in each over time. The position is full-time and non-exempt (hourly). It may involve working at various CPCU locations to address absences, business needs, projects, or business continuity, and may include teller-line work, call-center member service, and lead-teller duties. There are no direct reports; a designated lead may coordinate day-to-day tasks through indirect or matrixed relationships.

Requirements

High school diploma or equivalent.
Two years of transactional work experience in banking, financial services, or a credit union.
10-key calculator, typing, and keying skills.
Working knowledge of Microsoft Office software.
Ability to perform the essential duties satisfactorily, with reasonable accommodations available as applicable.
Must be able to provide satisfactory proof of the right to work in the United States; employment is contingent on acceptable background and credit checks.

Nice To Haves

Associate’s degree in Business Management, Business Administration, or a related field, or two years of additional specific work experience in lieu of the degree.
Two years of specific member-facing work experience within a credit union.
Prior experience completing transactions in Symitar and Meridian Link.

Responsibilities

Adhere to and deliver on Center Parc’s core values.
Provide member service in a variety of settings, including at different CPCU locations when business needs require.
May serve as a lead teller.
Process member transactions, including Visa payments, transfers, loan payments, deposits, U.S. Savings bond transactions, and cash advances.
Occasionally complete teller-line transactions or process pending online memberships or share applications submitted through digital channels.
Complete service requests, clerical duties, and research to resolve member inquiries and concerns.
Connect members with internal business partners when an inquiry or concern cannot be resolved directly.
Complete relationship-building assignments, including follow-up calls, scheduled member contact, incentive announcements, and acknowledgements of important dates.
Open new member accounts and help existing members make account changes and updates; set up share and loan allocations.
Engage members in needs-based dialogue to understand their financial needs.
Recommend and position credit union products and services that meet members’ needs.
Refer members to internal partners for product delivery based on their needs.
Complete outbound calls and member-retention conversations as required.
When assigned, take inbound calls in a call-center environment and provide services according to call-center guidance, processes, and procedures.
Maintain current knowledge of retail and account-opening procedures and follow practices intended to mitigate fraud and unnecessary risk.
Maintain current product knowledge and understand the features and benefits of credit union products and services.
May reactivate inactive or dormant accounts and conduct outbound audio or video calls to welcome new members and discuss products or services aligned with member goals or segmentation.
As needed, maintain or balance the branch vault, open or close the branch, balance the ATM, prepare and verify currency or coin orders and shipments, process night deposits, and balance the cash drawer.
Comply with applicable BSA/AML and OFAC requirements.
Perform other duties as assigned.