The Member Service Representative (MSR) is based in a branch and is responsible for providing consistently exceptional service to our members through face to face interactions and assisting members in the completion of a variety of financial transactions, such as deposits and withdrawals, payments, and other related transactions. Must also knowledgeably address member concerns and questions as well as identify opportunities for cross-selling services and products.

Pasadena Branch

Principal Accountabilities (95%):

• Provides timely and courteous service to all branch members, and assists them with financial transactions such as deposits, withdrawals, transfers, sale or processing of negotiable instruments, etc.
• Processes branch member transactions efficiently, accurately, and in a timely manner including servicing accounts, closing accounts, or completing related documentation.
• Performs various file maintenance including processing requests for a change of address, check orders, and ordering ATM cards, etc.
• Supports the achievement of unit sales goals by identifying opportunities for the cross-selling of Credit Union products and services, and referring members to the appropriate business partners.
• Maintains cash drawer in accordance with assigned cash limits and policy and procedures, balances own daily work and may assist with the daily branch balancing procedures. Accurately completes all related documents.
• Has thorough knowledge of all Credit Union products and services, including but not limited to, deposit and loan products, digital and self-service opportunities, and other services offered to our members.
• Directly responds to members inquiries timely and accurately via telephone, mail, email, or an internal referral.
• Develop, expand and retain member relationship in order to increase member satisfaction.
• Adhere to CCU's Member Experience Playbook, SLAs and Corporate initiatives.
• Follow retail branch's escalation process.
• Actively participates in marketing campaigns, promotions, sales and referral programs, contests, outbound sales and service calls, and meetings.

Other Accountabilities (5%):

• Performs all operational activities in compliance with applicable laws, regulations (Regulation CC, Bank Secrecy Act, etc.), and Credit Union policies and procedures.
• Participates in all assigned staff development programs in support of the Credit Union's commitment to continuous improvement in sales and service, quality, and teamwork.
• Must consistently report to work on time, as scheduled.
• Complete all BAI trainings and classroom courses.
• Performs other duties as assigned.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

Knowledge, Education, Certifications, Licenses:

• Excellent customer service skills.
• A background in sales and new accounts is highly desirable.
• Ability to work in a fast-paced environment.
• High degree of accuracy.
• Strong communication skills.
• Effective problem solving and communication skills.
• Ability to work well in a team oriented environment.

Experience:

• High school diploma or GED.
• One year of previous customer service, sales, and cash handling experience in retail, banking, or food service.

Working Conditions and Physical Demands:

Work is performed in a general office environment. This position does not require significant physical efforts. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Refer to the Safety & Health Policy found in California Credit Unions Employee Handbook & Resource Guide.

EOE