Member Service Representative - Travel

Skyla Credit Union•Harrisburg, NC

2d•Onsite

About The Position

The Member Service Representative provides first-point-of-contact service to address member inquiries and concerns promptly and professionally, while identifying opportunities to expand member relationships. The role requires delivering consistent, high-quality interactions that enhance the member experience and supporting members’ financial stability through recommendations and solutions. The representative may perform teller, account-opening, and consumer-lending duties, and must be flexible to work at any branch location and perform any non-management branch role as business needs dictate.

Requirements

Two years of experience with complex financial service-related requests or commensurate experience.
Demonstrated thorough knowledge of credit union products, services, and external systems.
Demonstrated record of providing excellent customer service.
Success-oriented, friendly, and persuasive personality.
Strong computer skills and ability to learn new processes and systems quickly.
Reliable transportation and flexibility to report to any branch location and perform any non-management branch role as business needs dictate.

Responsibilities

Maintain thorough knowledge of credit union products and services and use multiple computer systems to research account-related questions.
Respond to inquiries in person, by phone, or through other channels and handle account requests in line with service expectations.
Resolve member inquiries and concerns in a timely, complete, accurate, and professional manner.
Evaluate member relationships and recommend solutions that improve the member experience or financial stability.
When working in a teller capacity, handle cash accurately and efficiently and recommend options to meet members’ needs.
Open new accounts, cross-sell credit union products and services, and add relationships to existing accounts based on member needs.
Support teamwork, remain open to learning new processes, and contribute to a positive work environment.
Treat members and colleagues courteously and professionally and support the team’s efforts to exceed member expectations.
Protect the confidentiality and integrity of member records.
Identify and recommend process improvements or products based on member interactions to improve the member experience and retention.
Comply with federal regulations and credit union policies and procedures, including Bank Secrecy and the USA Patriot Act.
Process loans within current lending guidelines, set up and disburse approved loans, and complete related tasks within established timeframes.
Stay informed about changes to credit union policies, procedures, and consumer lending practices, and share knowledge with others.
Apply new processes and methods to the job.
Perform duties in accordance with the credit union’s values, mission, and vision.
Perform other duties as assigned.