Member Service Representative I

Position Title: Member Service Representative I

Department:  Retail Operations

Supervisor's Title: Branch Manager/Assistant Manager

Classification:  Non-Exempt                                                 

Starting Salary Range:  $17.47 - $21.84

Benefit Highlights:

- Competitive compensation!

- Medical, Dental, and Vision Insurance!

- 401K with up to 4% company match!

- Holiday Pay starting at day 1!       

- Paid Vacation Time! 

- Medical Benefits starting at your 31st day of employment! 

- Pension Plan! 

And many more!   

Summary:

The prerequisites for this position include: experience opening and closing accounts, meeting sales/referral goals and the ability to successfully maintain a cash drawer.  Performs a wide variety of complex duties related to the handling and processing of member transactions in the branch or via telephone.  Requires sound knowledge and understanding of deposit and new membership account practices and general knowledge of the consumer loan process.  Must maintain Quality Assurance Standards and outstanding member service at all times when providing service to both external and internal members.

Essential Functions:

1. Enthusiastically supports the sales culture. 
2. Actively contributes to the team achievement of assigned departmental/branch and strategic goals.  
3. Utilizes a consultative sales approach to seize any and all opportunities to educate members and potential members about Belco products and services, cross-selling to match individual member needs with appropriate products and services to enhance the member relationship with the credit union. 
4. Consistently attains and exceeds all individual goals, including but not limited to loans, shares, membership, and referrals as set by branch and credit union leadership.
5. Provides efficient, prompt and accurate service in handling and processing a variety of member transactions in the branch or via telephone. 
6. Replies to incoming member emails to the credit union, responding with professionalism and tact.
7. Responsible for adhering to all security procedures relative to the handling of member cash transactions, security, and internal operating procedures.  Must maintain member and employee confidentiality.
8. Interviews members received via branch/sales center, inbound and/or outbound telephone calls, gathering pertinent information while building long term account relationships.
9. Provides counsel for members on all share, and membership account questions and requests.
10. Acts as a back-up to the branch MSR II’s in answering, reviewing, and following up on all loan queues and inquiries, and is responsible for highly diversified activities relative to cross-selling credit union products and services, while building strong member relationships.
11. Acts as a back-up to the branch MSA’s in handling member deposits, withdrawals, processing loan payments, night drop deposits, and ATM transactions with a high degree of accuracy 
12. Performs inbound and outbound calling, proactively selling to create a pipeline of business and building member relationships.
13. Provides input and feedback regarding area procedures working directly with the Assistant Manager, Branch  Manager.
14. Assist Member Service Associates with questions and provide guidance and direction.
15. Abides by Belco’s policies, procedures, standards, regulatory and compliance mandates.
16. Embodies Belco’s mission, vision, core values, and continuous process improvement (CPI) 
17. Any other duties requested by the Branch  Manager and Assistant Manager.

Competencies:

• Functional Skills: Products/Service Knowledge, Selling Skills, Dependability, Industry Knowledge
• Operating Skills: Quality Of Work, Communication
• Relationship Skills: Member Focus, Teamwork
• Behavioral Expectations

Work Environment:

This job operates in a professional office environment.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.  

Physical 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.  Ability to operate general office equipment such as copiers, fax machines, scanners, phones, hole-punchers, and staplers.  Keyboarding or PC data entry capabilities required.  Sitting, standing, bending, and hand dexterity required.   Ambulation – able to move from one area to another throughout one-floor office layout. 

Travel:

Periodic travel to other Branch Offices and Sales Center, as well as, evening and Saturday work may be required.

Minimum Required Education and Experience:

A high school degree or GED.  Six months of similar or related experience, including time spent in preparatory positions.  You must complete and pass the prescribed online Learning Management System courses assigned for this position within two years after position acceptance and before consideration for promotion.  Additional education/training requirements may be requested as new courses become available.  Certain courses may be waived based on prior experience.

Preferred Education and Experience:

Prior Lending or Sales experience is preferred, but not required.

Disclaimer:

Please note this position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.  

We are an Equal Employment Opportunity employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual preference/orientation, age, disability, marital status, pregnancy, veteran status or other legally protected bases.  Belco’s Diversity and Inclusion initiatives provide all employees with equal access to training and advancement opportunities throughout the organization.

Belco will provide reasonable accommodation to applicants and employees with disabilities where appropriate throughout the application and employment process. Determinations on requests for reasonable accommodation related to any job function will be made on a case-by-case basis. A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.