Part-Time Member Service Representative

Municipal Credit Union•New York, NY

About The Position

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people. Our Mission: To help hard-working New Yorkers build better tomorrows Our Vision: Be New York's most loved financial institution by helping our members build their best financial futures Overview: The Part-Time Member Service Representative is responsible to provide excellent service to members by exploring member needs and explaining products and services with the ability to serve a member with any request, including new accounts needs, maintenance on accounts, loan applications and/or teller transactions. Through needs based assessment provide and offer additional products and services while creating a premier member experience. Operate within a high volume branch environment to perform a range of duties. Support members with anything from simple servicing requests to more complex requests that require critical thinking and decision-making skills with a high degree of accuracy and in accordance within MCU policies and procedures. The Member Service Representative will work collaboratively with your branch management team and teammates to deliver outstanding outcomes for every member’s interaction. The Member Service Representative must have an understanding of MCU products and services and can respond to a range of member issues or inquiries in a friendly, courteous, and cooperative manner. The Member Service Representative is expected to work well with others and maintain courteous and professional communications with teammates, members and be open to coaching and guidance.

Requirements

High school diploma or the equivalent required.
Availability to work overtime and Saturdays as required
Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
Interpersonal, oral and written communication skills
Highly ethical.
Proficiency in Microsoft Office Suite
Technologically proficient.

Nice To Haves

Retail banking experience is a plus
Previous branch experience preferred, including sales and service

Responsibilities

Ensure excellent member service; every member, every transaction, every time.
Conduct member interviews to uncover the needs of members to better help improve their overall financial situation.
Process the opening and overall onboarding of new members.
Perform account maintenance, changes, servicing, etc. on existing accounts.
Ensure proper documentation and signatures are obtained for all member interactions to stay in compliance with rules and regulations as well as MCU policy and procedures.
Process loan applications, collecting all necessary documentation and adhering to underwriting requirements to prepare for loan booking.
Ensure fully complete loan applications for those loans that will be underwritten by centralized underwriting; ensure all data is properly documented the first time for the most efficient experience.
Cross-sell additional products and services to best-fit member need(s).
Effectively manage new account and loan pipeline with proper follow-up for members in order to close effectively and efficiently.
Meet / exceed sales goals for all key metrics of branch growth including but not exclusively new members, new checking accounts, and new loan bookings.
Demonstrate professionalism and empathy during member interactions.
Assist branch team members in driving referrals for new accounts and loans.
May perform outbound calls including service lists, lead lists, referral follow-up, etc. in order to meet / exceed sales and service goals.
May be assigned online loan applications to complete; follow up with the members and ensure an effective and efficient closing.
Maintain comprehensive knowledge of MCU products and services.
Maintain comprehensive knowledge of credit union policies and procedures as well as applicable rules and regulations and how they apply to MCUs environment.
Back up teller line as needed.
Assist in management of lobby member flow to ensure members move through the branch environment in the most efficient and effective manner.
Participate in the opening and closing of the branch
Adhere to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance
Assist with community engagement outreach programs
Maintain the highest level of confidentiality and discretion of member’s and their financial information
Perform other duties as required
Travel as required
Perform other duties as requested and special projects as assigned.
Member service skills
Research and problem-solving skills
Ability to multi-task; good time management skills