Senior Member Service Representative - Westview Branch

Current•Catonsville, MD

6d•Onsite

About The Position

Under moderate supervision, acting as a liaison for the credit union to maintain member loyalty by efficiently meeting the needs or requests of the member. Provide accurate account information as requested by the member and provide information about the various credit union products and services to members and prospective members. Opens new accounts, resolves issue and professionally handles members' inquires face to face. Provides a variety of transactional services for member’s accounts on deposit and loan products. Ability to recognize additional financial service needs of the member and able to promote and explain these services/products to the member. Demonstrates exceptional member service skills and coaching to optimize performance of staff. Serves as a resource throughout the Branch network. Trains new Member Service Representatives and serves as a resource to Branch staff. Can oversee the general operation of the platform and makes exceptions and over-rides.

Requirements

High School Diploma or General Education Degree (GED) accepted in lieu of H.S. Diploma
Minimum of 24 months of Teller & MSR experience
Saturday hours
Proficient written and oral communication skills.

Nice To Haves

Associates - Business
Minimum of 24 months of Financial Service experience
Completed Module 1 for Lending Certification.
Completed 1st year Leadership Development Program

Responsibilities

Acts as a liaison for the credit union to maintain member loyalty by efficiently meeting the needs or requests of the member.
Provides accurate account information as requested by the member and provides information about the various credit union products and services to members and prospective members.
Opens new accounts, resolves issues and professionally handles members' inquiries face to face.
Provides a variety of transactional services for member’s accounts on deposit and loan products.
Recognizes additional financial service needs of the member and promotes and explains these services/products to the member.
Demonstrates exceptional member service skills and coaching to optimize performance of staff.
Serves as a resource throughout the Branch network.
Trains new Member Service Representatives and serves as a resource to Branch staff.
Oversees the general operation of the platform and makes exceptions and over-rides.
Adheres to and/or enforces company policies and procedures as defined.
Stays abreast of relevant procedures, laws and regulations for job functions.
Protects the interests of the organization and individual members.
Works with Fraud/Security to protect member’s assets throughout the branch network.
Possesses current knowledge of all key products and services.
Understands the benefits and constraints associated with these products and services.
Resolves member concerns/issues.
Utilizes knowledge to meet member needs and gain a competitive advantage.
Uses Conversation guide effectively and having in-depth conversations with our members.
Communicates effectively and appropriately both orally and in writing.
Uses good judgment as to what to communicate to whom as well as the best way to get that accomplished.
Speaks in a clear and credible manner, selecting the right tone for the situation and audience.
Listens to others and allows them to make their point.
Handles multiple assignments and priorities yet still fulfills all commitments.
Readily accepts new responsibilities and adapts well to changes in procedures.
Gives appropriate priorities to various work demands.
Prioritizes tasks and manages time to ensure that goals and the member's needs are met.
Plans his or her time and sticks to those plans.
Prevents or manages interruptions until the highest priority tasks are accomplished.
Provides timely follow up.
Cross-sells products and services based on member needs, in accordance with the Credit Union's program standards.
Listens more than talks.
Leaves others with the impression that their thoughts, opinions, feelings and needs are important.
Helps others understand their feelings and their needs.
Makes and fulfills commitments.
Works independently, meeting reasonable deadlines, and accepting responsibility for his or her actions.
Willingly makes promises and fully intends to keep them.
Arrives at work on time and ready to contribute.
Shows up for meetings well-prepared.
Meets expectations for attendance and punctuality.
Determines members specific account needs in the course of member contact.
Works with branches and departments within the Credit Union to resolve member concerns.
Answers member inquiries regarding various credit union services and products.
Confers with management regarding account and service problems outside standard operating guidelines to obtain a decision on how best to handle specific situations.
Demonstrates accuracy, neatness and thoroughness in work.
Maintains an established standard of performance.
Reviews and improves work methods and standards to increase efficiency.
Makes timely, informed decisions that take into account the facts, goal, objectives, constraints, risk and mission of MECU.
Analyzes and makes decisions based on information presented.
Gathers data and other pertinent information when making decisions and uses solid logic in assessing problems to establish an action plan.
Engages others in support of finding good solutions and proactive in recognizing opportunity areas.
Proficient in the lending process including; input, funding, maintenance.
Participation in Business Development activities required.
Adherence to BSA, the Privacy Act and Elder Abuse reporting is a requirement of this position.
Assist in the lending process up to and including: imputing of loans; funding and maintenance.