Member Service Representative

Our Member Service Representatives are the faces of the Credit Union, and the primary front-line contact for our members. The MSR's primary role is to assist members with their financial transactions and telephone requests, responds to and resolves problems in a timely manner, creates relationships and establishes rapport with members while maintaining the image and upholding the values of the Credit Union.

Hours:

Full time: 22-29 hours per week. Shifts may vary between the hours of 8:00am to 6:00pm Monday-Friday and 9:00am to 12:00pm Saturdays. This role will require 2-3 Saturdays a month.

Role:

To assist members with their financial transactions. This includes but not limited to cash and non-cash depository transactions and account administrative task and general member and account support.

Responsibilities:

• Greets each member in a courteous and professional manner.
• Receives and processes member financial transactions including deposits, withdrawals, loan payments, transfers, cashier checks, money orders and cash advances.
•  Accurately balance cash drawer and checks.
• Processes check orders, Instant Issue debit cards and VISA gift cards.
• Cross sells appropriate credit union products and services.
• Verifies transactions, monitors deposit accounts, and examines documents for proper endorsement and negotiability. Detects and resolves discrepancies promptly.
• Assist members with travel notes, completion of forms for disputed and fraudulent transactions.
• Actively listen to account concerns to offer applicable resolution to the member and/or internal member.
• Open Certificates of Deposit for existing members.
• Close accounts as directed.
• Completes mandatory forms such as CTRs.
• Reports suspicious member activity to manager for completion of SARs.
• Performs a variety of miscellaneous tasks including processing name and address changes, filing, scanning, computer input, verifying scanning and auditing new accounts.
• Answers phones and responds to members requests, problems, and complaints in a courteous and professional manner. If applicable, directs them to an appropriate person or department for additional assistance.
• Perform all duties listed above and other related duties as assigned.

Performance Measurements:

• To provide friendly, professional, personal service to all members.
• To successfully recommend appropriate new products and services to members.
• To understand and follow all credit union procedures and policies.
• To balance at least 98% of the time
• To have no more than one posting error per month.
• Maintain a professional working environment.
• Promptly resolve members requests and/or complaints.

Knowledge and Skills:

Experience: Up to six months of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job.
Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.

Other Skills

Employees should have:

• Excellent listening and communication skills
• Telephone etiquette
• Problem solving skills
• Organization and attention to detail
• Ability to handle stress and work under pressure
• Member focus and ability to enjoy interactions with people
• Product and service knowledge
• Proficiency with computers, required software (including financial programs and Microsoft Office) is required.

Physical Requirements:

• Orientation: This position primarily requires sitting and walking.
• Standing: the ability to stand for an extensive amount of time.
• Talking: The ability to express or exchange ideas by means of spoken word to communicate information to members and coworkers.
• Hearing/Listening: The ability to perceive and react to the nature of sounds by ear.
• Lifting: The ability to occasionally lift/lower objects of between 10 and 25 pounds.

Reasonable accommodations to these requirements will be made for employees with disabilities.

Work Environment: Works in a typical office environment, Lighting and temperature levels will be moderate, and noise levels are generally quiet.

As a SharePoint employee, you will receive:

• Generous PTO offerings
• Paid holidays generally include New Years Day, MLK Day, Presidents Day, Memorial Day, Independence Day, Columbus Day/Indigenous Peoples Day, Veterans Day, Thanksgiving Day, and Christmas Day.
• 401(k) employer match up to 4%.