What are the responsibilities and job description for the Member Service Representative position at 1st Community Federal Credit Union?
Under general supervision, and in accordance with established policies and procedures, provides a high quality of service in greeting members, opening accounts, processing loans, cross-selling other credit union products and services and responding to members questions and problems with the ultimate goal of becoming the members PFI (Primary Financial Institution).
PRIMARY RESPONSIBILITIES
- Greets members, loan applicants and other visitors to the Credit Union. Represents the credit union in a courteous and professional manner.
- Assists members and potential members, providing services such as answering questions, quoting rates, providing balances, researching and resolving problems related to member services and accounts.
- Consistently listens to members and observes documents looking for ways to help members identify and satisfy their financial service needs by cross-selling other credit union services.
- Opens a variety of accounts, such as savings, checking, term share certificates, money market accounts, IRAs, club accounts, fiduciary accounts and non-profit accounts. Signs members up for services such as direct deposit, CU Talk, ItsMe247 Online Banking, Bill Payer, debit card and safe deposits boxes. Provides information on all relevant products and services.
- Orders checks for members. Handles checking account problems, such as stop payments. Assists members in reconciling checking accounts.
- Receives requests to close member accounts and safe deposit boxes. Reviews accounts for problems or holds prior to closing account or safe deposit box.
- Sets up eligible members accounts for accidental death and dismemberment insurance or any additional products offered and makes changes as requested.
- Takes requests for transfers between credit union accounts, bank wires and commercial money orders.
- Verifies and posts change of address requests received from members and other departments.
- Opens and closes the safe deposit box vault for daily business. Maintains safe deposit box accounts including posting fees and other clerical duties. Assists members in accessing their safe deposit box.
- Receives loan requests in person, by mail, email or by telephone, or receives information from loan officer. Ensures loan application is current, and that all information is complete. Pulls credit report if needed and forwards all documents necessary for loan officer review.
- Sets up and maintains loan files, prints necessary forms, explains forms and terms to member, posts loan, disburses funds. Follows up on loan documents which have not been returned. Communicates with loan officer and member as necessary.
- Monitors loans to ascertain that all documents, files, and computer records are accurate and complete.
- Receives telephone calls, faxes, mail requests, emails and texts related to loans and member services. Answers questions and researches problems as requested.
- Follows through on all problems and requests for service or loan information, ensuring member satisfaction.
- Performs clerical work associated with providing loan payoff information.
- Performs a variety of clerical work related to loans and member services and provides clerical support to loan officer(s). Examples include typing/word processing, producing reports, faxing, photocopying, completing forms, and filing.
- Follows the expectations set in the Member Service Values.
Education: High school diploma or equivalent.
Experience: Two years applicable public contact experience in customer service, preferably with at least one year in a financial institution.
