MSR

Utah Community Credit Union (UCCU)•Holladay, UT

4h•Onsite

About The Position

The Member Service Representative (MSR) is responsible for providing an excellent member experience and a wide range of banking services. This role assists members with their financial goals by offering appropriate Credit Union products and services, fostering long-term relationships with both new and existing members. Key duties include assisting with online banking, processing fraud and debit/credit card disputes, and handling various account services such as check processing, deposits, withdrawals, loan payments, Visa gift card creation, wire transfers, cashier’s checks, Visa cash advances, night drop deposits, and mail deposits in a timely and accurate manner. The MSR is also responsible for safely and precisely following all branch opening and closing procedures and is expected to increase job knowledge through continuing education and training. The position involves the effective and professional performance of member service transactions and account and loan maintenance, including actively cross-selling credit union products, opening and closing consumer auxiliary accounts, performing Visa debit and credit card maintenance, and assisting with certificate of deposit accounts. Maintaining a cash drawer, performing timely audits, and assisting in servicing loans are also part of the role. Furthermore, the MSR establishes and maintains professional business relationships, assists members with new technology like ITMs, palm scanners, and coin machines, resolves requests, and counsels members on financial matters. Effective coordination and communication with colleagues and management, including assisting other branch employees, completing reports, attending meetings, and keeping management informed, are essential. The MSR also stays informed on economic conditions and maintains the work area.

Requirements

High school graduate or equivalent.
Knowledge of Credit Union account and loan services, policies, and procedures.
Understanding of related legal and regulatory standards and required documentation.
Knowledge of consumer banking practices.
1-3 of similar or related experience.
Excellent member service, communication, and public relations skills.
Professional appearance and attitude.
Strong analytical and financial skills.
Ability to operate related computer applications, and other business equipment including computer, printer, telephone, calculator, and notary stamp, if applicable.
Good typing skills.

Responsibilities

Provide an excellent member experience in every aspect of the position.
Provide a wide range of banking services.
Assist members with their financial goals by offering needs based, appropriate Credit Union products and services.
Create and enhance long-term relationships with both new and existing members.
Assist members with online banking needs.
Process fraud and debit/credit card disputes.
Open auxiliary accounts and provide a variety of account services including, check processing, deposits, withdrawals, loan payments, Visa gift card creation, wire transfers, cashier’s checks, Visa cash advances, night drop deposits, and mail deposits in a timely and accurate manner.
Safely and precisely follow all branch opening and closing procedures.
Diligently work to increase job knowledge and performance through continuing education, training courses, and assigned certification program(s).
Ensure that members and prospective members are promptly and professionally served.
Provide general Credit Union information and cross-sell products and services effectively.
Provide excellent member service by answering questions, understanding concerns, deescalating problems, and resolving member issues.
Actively and enthusiastically cross-sell credit union products and services to meet member financial needs.
Provide account services within established credit union policy and procedures by accurately and efficiently receiving deposits and loan payments; initiating wire transfers; cashing checks; ordering and issuing checks, issuing savings withdrawals; recording night and mail deposits; issuing cashier's checks; creating and issuing gift cards, and processing cash advances.
Open and close varying types of consumer auxiliary accounts.
Create and perform Visa debit and credit card maintenance.
Perform basic file maintenance and account changes.
Assist with certificate of deposit accounts and renewals.
Assist fraud victims by processing fraud disputes.
Assist members with online and mobile banking technology.
Maintain a cash drawer and avoid offages by balancing frequently and demonstrating transaction accuracy.
Provide quality assurance through timely audits.
Assist in servicing loans by processing such items as payoffs, address changes, collateral releases, and payment due date changes.
Assist members new and future technology including ITM’s, palm scanners and coin machines, etc.
Resolve member requests and questions promptly and courteously.
Respond to voice mail, text, and email messages promptly and courteously.
Ensure that the Credit Union's quality and professional reputation is projected and maintained.
Counsel members regarding money management and financial matters.
Assist other branch employees as needed.
Complete reports and records promptly and accurately.
Maintain quality assurance through audits and all supporting documents as required.
Attend meetings as required.
Keep Management informed of area activities and of any significant problems.
Stay informed regarding local and national economic conditions and legal and regulatory changes.
Ensure proper maintenance, cleanliness, and security of work area, desks, equipment, etc.
Work a regular and predictable schedule.