Member Service Representative

Del-One Federal Credit Union•Wilmington, DE

11d•Onsite

About The Position

CREDIT UNION PROFILE Del-One Federal Credit Union (Del-One) is a member-owned, financial cooperative and has been a part of the community for over 65 years. Del-One strives to be the members’ financial partner for life. Del-One staff work as member advocates; learning about their needs and wants and helping them to find ways to reach their financial goals. Del-One is more than just a full-service financial institution with branch locations throughout Delaware. It is an organization that also embraces the community it serves. In addition to being Delaware’s largest credit union, Del-One has been recognized as a “Top Workplace” and “Best Credit Union”. Del-One is strategically positioned to deliver on the organization’s brand promise of providing value to its membership through innovative product development and exceptional service. Del-One continues to create compelling career and professional development opportunities up and down the organization recognizing the success of the credit union is driven by the engagement and strength of the team. POSITION PURPOSE The Member Service Representative II maintains a commitment to cross-selling Del One products and services, providing quality service by adhering to the service standard expectations, promotes advocacy and continually focuses on improvement with member perception of service delivery. Consistently follows operational processes and procedures when handling member transactions. Support growth objectives by representing the Credit Union in a professional manner. Consistently promotes a positive teamwork environment. Attracts new members and actively supports member and account retention by completed required training and retaining knowledge of the service offerings of the Credit Union.

Requirements

High School graduate or equivalent experience
Thorough knowledge of member services and products provided
Understanding of member bookkeeping procedures
One to three years of related experience
Strong cash handling experience
Excellent communication (verbal and written) skills
Professional appearance and attitude with a passion for providing exceptional service
Ability to operate related computer applications and other business equipment including 10key, TCD, ATM, and telephone
Solid mathematical and bookkeeping skills
Strong attention to detail

Nice To Haves

Credit union or financial experience preferred

Responsibilities

Assumes responsibility for the effective and professional performance of member service functions.
Represents the credit union to members in a courteous and professional manner and provides prompt, efficient, and accurate service in the processing of transactions.
Maintains knowledge of all Del One deposit products, services, procedures and compliance regulations while staying informed of all policy and procedural changes.
Presents and explains credit union services and products to members and assists in meeting their financial needs. Opens and closes accounts; reviews new account paperwork for completeness. Processes and funds loans. Rents safety deposit boxes. Orders checks for member accounts. Completes payroll deductions and authorization forms.
Answers questions and solves problems for members by listening to problems, collecting data, securing answers, and/or directing them to the appropriate person for specific information and assistance. Listen attentively to member needs and concerns; demonstrate empathy.
Handles requests from members such as, but not limited to, transfers of shares to loan payments, share withdrawals, check requests, stop payments, line of credit advances, or any other requests received from members.
Assists with management of certificate accounts and their renewals.
Receives and directs members and telephone calls. Responds to inquiries and questions or directs them as necessary. Records and relays messages.
Assists with TCD, ATM, vault, and coin machines. Assists in verifying branch cash order.
Opens and maintains IRA accounts and answers questions regarding IRAs.
Maintains cash drawer in accordance with credit union policy and procedure.
Performs drawer audits with Branch Manager.
Assists in the security testing of branch with Branch Manager and/or Assistant Branch Manager.
Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act regulations.
Resolves member requests and questions promptly and courteously.
Keeps members informed of Credit Union services and policies.
Follows-up on cross-sell opportunities to new members.
Maintains and projects the Credit Union's professional reputation.
Assists branch personnel as required.
Keeps supervisor informed of branch activities and significant problems.
Completes required reports and records accurately and promptly.
Attends meetings as required.
Actively and professionally cross sells Credit Union services.
Ensures that work area is clean, secure, and well maintained.
Assists with VISA applications and processing as needed.