What are the responsibilities and job description for the Member Service Advisor I - Full Time/Part Time position at 1ST MIDAMERICA CREDIT?
1st MidAmerica Credit Union
Structured Compensation - Job Description
Member Service Advisor I
Data Year: 2025
Prepared On: 11/25/2024
Role: To assist members with their financial transactions, involving paying and receiving cash and other negotiable instruments. In addition, assist members and potential members with their Credit Union needs; conducts all teller transactions, explains services, sets up new accounts, respond to problems, and direct members to the appropriate team members. Any of these roles can be in person, video banking or by phone within the Member Support Center.
Essential Functions & Responsibilities:
60%
Welcomes members and provides routine information concerning services and directs members to appropriate department for specific information and service. Assists members with opening and closing accounts, answers questions about products and services and resolves problems that are within their authority to resolve. Refers issues that are beyond their authority to their supervisor, along with their recommendations. Receives and processes member financial transactions, including deposits, withdrawals, and loan payments; sells monetary instruments to members; transfers amounts from member accounts as directed.
20%
Identifies cross-sell opportunities and cross-sells services and products to members.
15%
Maintains member account information on computer system. Assures that appropriate records are maintained and required reports are prepared. Performs a variety of miscellaneous tasks including projects, sorting, copying, computer input. Balances cash drawer and daily transactions.
5%
Performs other related duties as assigned. This may include a change of work location as necessary to maintain member service levels or a "floating" work assignment between locations. This also may include answering calls for the member service call center as needed.
Performance Measurements:
1.
To provide prompt, accurate, courteous, friendly, timely and professional service to all members. To assist members waiting in the lobby within designated time frame; To answer telephone promptly; To respond to all correspondence within defined window of time. To accurately post transactions and balance work, with errors and/or outages not to exceed established policy guidelines.
2.
To meet membership, product and service goals on a monthly basis.
3.
To develop and improve knowledge and skills in Member Service Areas.
4.
To process member transactions without error; troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.
5.
To maintain a professional work environment and businesslike appearance.
6.
To maintain a dependable record of attendance and timeliness.
Knowledge and Skills:
Experience
One year to three years of similar or related experience.
Education
A high school education or GED.
Interpersonal Skills
Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information.
Other Skills
Able to operate a 10-key calculator, typewriter, and computer keyboard. Must be good with detail to deal with numbers and names.
Disclaimer: Must be able to work and travel to different credit union locations as determined by management.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
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