MSR 2 - E-Branch

Mid American Credit Union•Wichita, KS

About The Position

At Mid American Credit Union, a Member Service Representative at the E-Branch delivers exceptional member service through electronic communication channels (Interactive Teller Machines, phone, email, chat, text, video. etc.) while successfully servicing and selling Mid-American Credit Union products and services. A successful MSR at the E-Branch will possess proven member service and sales skills; strong verbal and written communication; and above all else a strong desire to serve members and co-workers.

Requirements

High School Diploma or GED required
Six months to two years of similar or related experience, including time spent in preparatory positions.
Need to have proficient knowledge of Windows and Microsoft Outlook software (Outlook, Word and Excel).
Customer service experience including the ability to effectively perform the skills necessary to deliver exceptional service, such as communication, empathy, patience and organization.

Responsibilities

Demonstrate patience, respect and empathy when dealing with members and co-workers.
Performs member servicing by using several computerized systems for member verification.
Gathers relevant information to complete the transaction, validating information and perform video banking functions while ensuring they are in accordance with credit union processes and procedures while demonstrating a high degree of accuracy and attention to detail.
Maintains a positive, confident, friendly and professional attitude and appearance while being perceptive that actions, gestures and facial expressions are being transmitted by video.
Demonstrate the ability to demonstrate critical thinking while handling complex transactions.
Focus on deepening the relationship between the credit union and the member.
Demonstrate an understanding of products and willingness to educate our member about them.
Maintain a positive attitude and engages members when they interact with them.
Provides professional, accurate, courteous, friendly and timely services to members, ensuring members’ needs are met.
Performs in-bound and outbound account servicing activities through multiple electronic channels.
Demonstrates the ability to problem solve in a timely manner while following guidelines set by the credit union.
Individual will use all training provided to ensure member‘s needs are fully met while being committed to first contact resolution.
Follow all policies and procedures set by the credit union when assisting members.
Upon completion of training, this individual will be responsible for loans from the initial application, to processing and funding the loan.
Educates members on the use of interactive teller machines and provides technical support while utilizing video banking technology, as well as provides exceptional member service and connects quickly with members to identify and understand their financial services’ needs.
Ability to multi task while maintaining a high level of efficiency.
Consistently develops subject matter expertise to ensure knowledge keeps pace with changes in products and services, policies, procedures, regulations, laws and best practices.
Adhere to department scheduling requirements to meet individual and department performance metrics.
Committed to being part of the Mid American team!
Show commitment to learning and growth.
Consistently demonstrate a positive attitude and strong people skills during interactions with co-workers and members.
Be able to work individually as well as with a team.
Embrace change and be able to think of new ideas to assist our members.
Demonstrate financial responsibility and professionalism.