Member Service Representative I - PART TIME

SUMMARY: First Flight's mission is to help our members achieve financial success and the Member Service Representative I is critical to this mission as they work with our members to manage inquiries and identify potential needs to recommend products and services that would benefit the member. The role of Member Service Representative I will open new accounts, assist members with account maintenance and servicing needs while providing backup to the teller line as needed.

This role is a part-time, floating position. It will report to our Eastern NC (New Bern, Havelock, Morehead City, and Greenville) branches, as needed to cover peak time as well as scheduled and unscheduled absences.It may range from 20-29 hours per week, depending on business needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned.

• Assist members with opening and closing of deposit accounts.
• Provide help to members with account maintenance or servicing needs.
• Respond to member concerns related to fraud or card disputes.
• Process member transactions to include deposits & withdrawals, loan payments, balance inquiries, money orders, wire transfers, etc.
• Engage members to identify needs and refer appropriate loan or deposit products that best suit the needs of the member.
• Review membership packets and records for completeness and accuracy.
• As needed, may provide support to members via phone or electronic communication.
• May serve as Vault Custodian in the absence of the Head Teller.
• Additional tasks as assigned by manager

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum 1-year previous customer service or administrative experience required

• While prior banking experience is a plus, it is not required
• Effective communication skills, able to listen and identify potential member needs
• Problem solver with ability to provide creative solutions to members and think outside the box
• Strong attention to detail and well-organized
• Ability to prioritize tasks and manage time effectively while multitasking.
• HS Diploma or Equivalent
• Proficiency with windows-based computer systems and technology

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

• Member Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure;

Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

• Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Communication Skills - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Writes clearly and informatively; Able to read and interpret written information; Responds well to questions; Participates in meetings.
• Problem-Solving – Uses sound or logical judgment to spot and analyze problems, develop alternative solutions and initiate corrective action; Proactively identifies problems; Identifies, evaluates and weighs alternatives of multiple solutions; Implements solutions that are in the best interest of both the member and the organization.
• Time Management - Effectively managing one’s time and resources to ensure that work is completed efficiently; Prioritize and identify more critical and less critical activities and tasks; Adjusts priorities as appropriate; Ensure that high-priority work is accomplished within required timelines; Stays focused by using time effectively and prevents irrelevant issues or distractions from interfering with work completion.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand; sit; use hands to finger, handle, or feel; talk or hear. The employee is occasionally required to walk and reach with hands and arms.

The employee may regularly lift and /or move up to 25 pounds.

WORK ENVIRONMENT:

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.

The noise level in the work environment is usually moderate.