MEMBER SERVICE REPRESENTATIVE

Mission: We help people improve their lives financially and support the communities we serve.

Job Summary: Builds positive relationships with all members by providing accurate, friendly service. Educates and refers members to Credit Union services that can help each individual member.

All job positions at 7 17 Credit Union may be assigned further duties with or without notice, verbally or in writing. Essential duties and responsibilities include the following.

Primary Duties:

• Maintains high accuracy in handling of all transactions and assigned duties, especially those dealing with cash and members' accounts. Remain compliant with credit union check handling policies.
• Maintains referral/sales goals such as deposits, loans and other services at the acceptable level as determined by the credit union.
• Greets member with a smile and refers to the member by name as appropriate while conducting transactions in order to maintain service goals at the acceptable level as determined by the credit union.
• Receives members at assigned station and determines the nature of the members' business. Handles numerous personal and business account transactions including but not limited to:
  • Savings Bond and redemption for both members and non-members
  • Visa Cash Advances for members and non-members
  • Handles ATM processes such as card issuance, qualification, and lost and stolen cards.
  • Handles applications for new remote delivery products; resolves or reports service failures pertaining to existing services.
  • Closes accounts using credit union defined procedures.
  • Receives and processes transfer requests including payroll setups and allocations, ACH Origination and Loan Payments.
  • Processes account maintenance requests such as name and address changes, changes of ownership and adding of club and money market accounts, using required identification, verification and screening procedures.
  • Receives share and IRA deposits loan payments in person or by mail; prepares proper receipt.
• • Processes cash and check withdrawals and processes transfers between accounts.
  • Handles member reported fraud claims pertaining to stolen or lost ATM cards, ACH transactions and check forgery.
• Opens and closes the computer terminal and accounts for assigned cash and transactions and balances to the terminal close report on a daily basis; remits receipts to Payments Solutions.
• Maintains overall knowledge of the resources and services of the Credit Union as front-line first contact with members.

Confidentiality Requirements: Must keep members' transactions and other Credit Union business in strictest confidence.

Travel Demands: Limited travel to other branches as circumstances dictate.

Prerequisite Education: High school diploma or equivalent

Prerequisite Requirements of the position:

• Accuracy in the handling of cash and recording daily transactions; the ability to properly receive members, either by telephone or in person; mental alertness; neatness in appearance, punctuality; a cooperative attitude in relations with members and other employees.
• Must be proficient in the use of a calculator.
• Must be available for additional training in branch operations and Seven Seventeen Credit Union's services.

Required knowledge, skills and abilities once in the job:

1. Customer service attitude and skills to include:

Team player attitude, commitment, patience, enthusiasm, creativity,

listening, comprehension, initiative, cooperation, attention to detail,

resourcefulness.

2. Professionalism to include:

Confidence, good judgment, appropriate demeanor and appearance;

ability to interact with employees and members.

3. Skills to include:

Problem solving, decision making, time management, interpersonal

communications, organization.

4. Understands the effects of member requests as they relate to individual

accounts and takes appropriate actions to complete such requests;

conversant in alternatives to steer the member to the correct department

in the Credit Union that has the knowledge or expertise desired by the

concerned member

5. Proven ability to perform proficiently in a Windows based environment.

Certifications, licenses required once in the job: Bondable.

Physical, Mental or Visual Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job regularly requires the employee to lift 1 to 2 pounds 5 times per day.

Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.