Member Service Representative II

Center Parc Credit Union•Atlanta, GA

5d•Onsite

About The Position

This position's primary purpose is to assist Center Parc Credit Union (CPCU) in living out its Mission: “To help our members achieve financial success by providing exceptional products and service.” The Member Service Representative II (MSRII) proactively engages in providing quality-driven member services to existing and potential members of the Credit Union. This includes, but is not limited to, engaging members in dialogue to ensure timely processing of payment and transfer services, opening new accounts, ensuring that product recommendations are aligned with member needs, and building positive relationships with members and peers. Depending on their assignment, the MSRII from time to time may perform all or a portion of the tasks listed herein, but all incumbents are expected to be proficient in each task over time. The role involves reviewing member (customer) account information and conducting outbound calls to welcome members and cross-sell applicable credit union products and services.

Requirements

Requires a level of knowledge normally gained with a high school diploma or equivalent
2 years transactional work experience in banking, financial services, or a credit union
10-Key calculator, typing and keying skills, and working knowledge of Microsoft Office software

Nice To Haves

An Associate’s degree in Business Management, Business Administration, or related field of study or 2 years of additional specific work experience in lieu of degree
2 years 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: Serve Exceptionally, Commit to Better, Find the Fun, Invest in Integrity, Follow the Numbers, Go Forth and Conquer, Protect with Passion.
Provides service to members in a variety of settings including periodically being assigned to work at various CPCU locations due to long term absences, business needs, projects, or business continuity needs.
May serve as a lead teller.
Processes a variety of member transactions including, but not limited to, visa payments, transfers, loan payments, deposits, U.S. Savings bond transactions, cash advances, etc.
May occasionally be required to complete transactions on a teller line or process pending online memberships or share applications submitted through the credit unions digital channels.
Completes a variety of service requests, clerical duties, and research associated with the resolution of member inquiries and concerns.
Facilitates the ability for the member to speak with internal business partners for resolution of inquiries and concerns that can’t be resolved by yourself.
Completes member relationship-building assignments, such as follow up calls, pre-determined member contact intervals, incentive announcements, and acknowledgement of important dates (birthdays, anniversaries, etc.).
Completes the opening of new member accounts and assist existing members with changes and updates on their accounts; Sets up share/loan allocations for accounts.
Engages in needs-based dialogue with members to fully understand the member’s financial needs.
Recommends and positions credit union products and services that meet the member’s needs.
Based on member needs, makes referrals to internal partners for product delivery.
As required, completes outbound calls, and engages in member retention conversations.
As assigned, receives inbound calls in a call center environment and provides member services in accordance with all guidance, processes, and procedures of the call center.
Maintains up to date knowledge of all retail and account opening procedures; Follows all practices that have been put in place to mitigate fraudulent activity and unnecessary risks.
Maintains up to date product knowledge; has a full understanding of the features and benefits of the products and services offered by the credit union.
May be assigned to reactivate inactive or dormant accounts, engage in outbound audio or video calls to welcome new members to the credit union and engage in needs-based dialogue to suggest products or services based on the member’s goals or segmentation.
As needed or required, maintain/balance branch vault, open or close branch, balance ATM, prepare and verify currency or coin orders/shipments, process night deposits, balance cash drawer.
Complies with all aspects of BSA/AML and OFAC regulations as they relate to this position.
Other duties as assigned.