Member Services Support

WEST COMMUNITY CREDIT UNION•Columbia, MO

About The Position

The Member Services Support role is essential to delivering a high-level member experience in the lobby and over the telephone. The position greets members promptly and professionally, assists with sales and service requests, and serves as a teller when needed. It also provides administrative support to branch personnel and contributes to sales goals by cross-selling Credit Union products and services and identifying referral opportunities for appropriate staff. The role supports daily branch operations by maintaining accounts and records, managing member flow and lobby services, assisting with cash handling, and coordinating mail, courier services, supplies, and other administrative needs. The employee follows Credit Union policies, procedures, security standards, and service goals while maintaining professional relationships with members, coworkers, and management. The position may work at other locations as needed.

Requirements

High school graduate.
Strong oral and written communication skills.
Professional appearance, dress, and attitude.
Ability to work independently and as part of a team.
Attention to detail and time management skills.
Finger dexterity for tasks such as typing and handling small objects.
Ability to communicate detailed or important instructions accurately, loudly, or quickly.
Average hearing to receive ordinary information and hear normal conversations.
Ability to perform frequent, regular wrist, hand, or finger movements.
Average visual abilities to prepare or inspect documents or products or operate machinery.
Sedentary physical work, primarily sitting, with occasional exertion of up to 10 pounds of force.

Responsibilities

Understand Credit Union operations and stay current on regulations, policies, and procedures.
Solve problems and provide thoughtful solutions to members’ financial and digital needs.
Understand operational responsibilities for branch systems and equipment, and attend meetings as required.
Open, close, and maintain accounts.
Ensure required reports and records are accurate, complete, and timely.
Serve as a teller on an as-needed basis and maintain accurate cash balances in drawers and vaults.
Greet members in person and by telephone, answer inquiries or refer them to appropriate employees, and meet or exceed service standards.
Monitor member flow to minimize wait times and serve as the point of contact for member pick-ups.
Promptly resolve members’ requests, questions, and problems by listening, collecting information, securing answers, and reporting results.
Support frontline staff and work at other locations as needed.
Perform Member Services functions efficiently and accurately in accordance with established policies, standards, and security procedures.
Onboard members to self-service options and actively participate in phone queues.
Maintain good business relations with members and follow established Values Based service goals.
Manage lobby operations efficiently, effectively, and accurately.
Process and sort incoming and returned mail; support inter-office mail, deliveries, and courier services.
Coordinate courier bag pick-ups and deliveries and distribute courier envelopes to appropriate parties.
Prepare new member packets with updated information and manage branch supply needs.
Accept and forward legal summons and garnishments to the appropriate departments.
Ensure marketing collateral standards are met.
Maintain effective professional business relations and good working coordination with members, area personnel, and management.
Perform related duties as assigned and maintain a clean, secure, and well-maintained work area in accordance with the Clean Desk Policy.
Help maintain and convey the Credit Union’s professional reputation.