Member Service Representative II

Center Parc Credit Union•Atlanta, GA

4d•$20 - $24

About The Position

The Member Service Representative II (MSRII) proactively provides quality-driven service to existing and potential credit union members in support of Center Parc Credit Union’s mission to help members achieve financial success through exceptional products and service. The role includes teller and relationship-banking duties, such as processing transactions, opening and maintaining accounts, understanding members’ financial needs, recommending suitable products and services, and building positive member relationships. Depending on assignment, the employee may perform some or all listed duties, with expected proficiency in each over time. The position is full-time and non-exempt (hourly), with a target hiring pay range of $19.56–$24.45 per hour. It reports to the Branch Manager/Operations Manager. The employee may serve as a lead teller, work at various credit union locations as business needs require, or handle member services in a call center environment. There are no direct reports, though a designated lead role may involve coordinating day-to-day tasks through indirect or matrixed relationships.

Requirements

High school diploma or equivalent, or the level of knowledge normally gained through that education.
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; reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Ability to operate automated office equipment such as a calculator, computer, printer, facsimile machine, telephone, and copier.
Ability to stand, bend, and stoop as needed.
Ability to lift and/or carry 5 to 25 pounds.
Employment offer and continued employment are contingent on acceptable background and credit check results and satisfactory proof of the right to work in the U.S.

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.
Serve members in a variety of settings, including at different CPCU locations when required by absences, business needs, projects, or business continuity needs.
May serve as a lead teller.
Process member transactions, including visa payments, transfers, loan payments, deposits, U.S. Savings bond transactions, and cash advances.
As needed, complete teller-line transactions or process pending online memberships and 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.
Build member relationships through follow-up calls, scheduled contact intervals, incentive announcements, and acknowledgements of important dates.
Open new member accounts; help existing members change and update accounts; and 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, receive inbound calls in a call center and provide member services in accordance with call center guidance, processes, and procedures.
Maintain current knowledge of retail and account-opening procedures and follow practices that mitigate fraud and unnecessary risk.
Maintain current product knowledge and understand the features and benefits of credit union products and services.
As assigned, reactivate inactive or dormant accounts and make outbound audio or video calls to welcome new members and discuss products or services based on their goals or segmentation.
As needed, maintain and 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 BSA/AML and OFAC regulations applicable to the position.
Perform other duties as assigned.