What are the responsibilities and job description for the Member Service Representative Trainee - Rogersville Branch position at Eastman Credit Union?
Eastman Credit Union is seeking a Member Service Representative Trainee. The Member Service Representative Trainee utilizes knowledge of deposit accounts, consumer loans, and other services to assist our members accurately and efficiently with all their financial needs. Educate members about ECU products and services and assist members with problem solution.
Essential Duties and Responsibilities
• Provide ECU members with consumer loan and deposit products and services to meet their individual needs, including curbside service where appropriate.
o Interact with ECU members to build relationships by adhering to ECU’s Service Excellence Expectations
o Adhere to the Employee Handbook standards when communicating with members and coworkers through all channels (i.e. Corporate Text, Teams, email, and phone)
o Perform all member service and lending responsibilities with a high degree of accuracy, efficiency, courtesy, confidentiality, and professionalism.
o Adhere to ECU policies and guidelines.
o Maintain thorough knowledge of ECU products and services.
o Assist members by cross-servicing additional products and services to improve their financial condition.
o Educate members on debt protection products, GAP and MRC for consumer loans in order to protect members and ECU.
• Security and Safety
o Maintain strict confidentiality toward member accounts within ECU as well as outside of ECU.
o Maintain strict confidentiality toward ECU corporate information and assets.
o Be attentive to lobby traffic and follow security procedures for suspicious persons.
o Use of the "All Clear" process, awareness of various alarms/security measures, verbal signals, physical signals/procedures following an incident
o Take action to provide/maintain a safe working environment and member environment
- Report all potentially unsafe acts/conditions to appropriate.
• Compliance
o Maintain up-to-date knowledge of relevant regulations (including BSA, Reg CC, and OFAC)
o Service Excellence
o Know and adhere to the Service Excellence Expectations
o Know and adhere to Mystery Shop and Loan Survey expectations.
o Assist in creating and maintaining an “Every Member, Every Time” culture.
• Teamwork and Contribution
o Identify and support self-improvement opportunities.
o Demonstrate team player qualities.
o Assist on the teller line if needed and/or scheduled.
o Volunteer to assist other staff whenever possible.
o Assist others within ECU.
o Attend and participate in Team meetings.
o Willingness to work at any branch necessary based on business needs within the organization.
o Support ECU’s Mission, Vision, Strategic Intent, Values, Policies, Guidelines and Management’s decisions
• Attendance and Punctuality
o Demonstrate exceptional attendance and punctuality practices.
o Arrive at work and return from lunch/meetings promptly (be at workstation and ready to work at scheduled time)
o Review timecard daily for overtime and report to manager for possible remediation.
o Document overtime, PTO, etc.
o Be flexible when needed during scheduled off time.
