What are the responsibilities and job description for the Lead Member Service Representative position at Allegacy Federal Credit Union?
Job Description
At Allegacy, there is a common thread that runs through all of us. It is our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together. In order to achieve this state of success, this position must satisfy member’s financial needs by processing monetary transactions with accuracy. Perform a broad scope of responsibilities relating to balancing and closing the MSR line on a daily basis. This individual will provide excellent customer service and sell Allegacy’s products and services that meet the member’s specific needs. This position will require face-to-face contact with the membership on a daily basis.
Specific Accountabilities
- Deliver exceptional member service to every member, every time by ensuring employees deliver consistently high quality service to both internal and external member that is in alignment with our Brand Culture.
- Meet or exceed established service goals.
- Ensure thorough understanding of expectations and consistently exhibit Allegacy behaviors. Care, Serve, Collaborate, and Grow.
- Build and maintain good customer relations by handling account entries accurately and presenting a friendly and courteous image.
- Process monetary transactions and balance accurately, assist and inform members with account problems or questions and cross-sell or suggest services.
- Maintain security of cash drawer, negotiable instruments and credit union documents to ensure confidentiality of members’ account.
- Perform vault responsibilities.
- 25 % of this job’s requirements are to be concentrated in sales.
- Additional duties as assigned.
Minimum Qualifications
- Two years teller experience.
- One-year Fiserv DNA teller system experience.
- Ability to handle vault/multiple CDM responsibilities.
- Demonstrated leadership and supervisory skills.
- Demonstrated organization and planning skills.
- Excellent customer service skills.
- Excellent interpersonal skills.
- Ability to handle conflict in a professional manner.
- Ability to diffuse anger quickly and effectively.
- Demonstrated ability to train others.
