Member Service Representative

Position Overview:

The Member Service Representative’s primary focus is to enhance the productivity and profitability of the branch. Utilize available resources to increase participation in the credit union by providing solutions to meet the financial needs of our members. The position includes performing teller and new account functions: basic transactions, opening and servicing deposit accounts, referring lending products, and creating and maintaining strong member relationships. Ability to quickly adjust energy and focus based on the changing priorities of the branch and organization.

Essential Functions:

• Provides exceptional internal and external member service, enhancing the overall member experience
• Support members with a full range of credit union products and services
• Act as subject matter expert (SME) in offering, selling, and servicing account products and services
• Identify relationship building opportunities and make recommendations to members regarding credit union products and services
• Qualify potential members for new accounts and open accounts efficiently and accurately
• Open and perform maintenance functions on sub-shares, including checking accounts, money markets, and certificates of deposit
• Assist members with IRA accounts, including required distributions, etc.
• Discuss appropriate loan options and provide interest calculations, loan terms, and payment projections
• Review and analyze current and potential banking relationships and recommend appropriate products and services.
• Provide credit counseling, financial education and reconciliation support when relevant
• Engage with members to offer products and answer questions through all available channels. i.e. in person, over the phone, in writing, etc.
• Educate members on all credit union products and services; when applicable, make referrals to other business lines
• Demonstrate superior strategic sales knowledge and maintain a high level of account product knowledge and a track record of being highly innovative and motivated.
• Process teller transactions and back-up teller line
• Maintain knowledge of, and consistently follow, credit union policies and procedures including proper use of CTR and SAR reports and Monetary Instrument Logs
• Provide peer assistance and support developmental opportunities
• Focus on and contribute to individual and team performance goals
• Remain aware of branch activity and provide functional and responsive support where needed
• Prepare and interpret reports by collecting, analyzing and summarizing information as requested by management
• Serves as a positive leader; enhances branch morale
• Understands, applies, and complies with all Credit Union Policies and Procedures, State and Federal laws and regulations, and adheres to requirements set forth by the Bank Secrecy Act (BSA).
• Completes other assigned duties commensurate with position.

Qualifications/Skills:

• Minimum 6 months cash handling or financial experience required
• Previous lending and/or teller experience within full-service financial institution highly preferred
• Understanding of loan services including the credit process, loan products, collateral/security, interest rates and accruals
• Demonstrated ability to read and analyze credit reports and recommend appropriate action
• Confirmed willingness and skill in identifying member needs and recommending solutions to meet needs
• Ability to learn, comprehend and consistently follow credit union policies and procedures
• Excellent interviewing, communication, and public relations skills
• Professional appearance and attitude
• Strong analytical, financial, and problem solving skills
• Operate a computer with proficiency of MS Office; Excellent knowledge of report software and processes
• Communicate with courtesy, tact, and diplomacy in person and over the phone
• Perform job functions independently with limited supervision; work effectively on own and as part of team
• Ability to read and carry out various written instructions and follow verbal directions
• Must remain composed in stressful, high-pressure situations. Calmly and professionally handle different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service
• Demonstrate extreme accuracy and quality, effectively handle multiple tasks and changing priorities, and exercise highest level of discretion on both internal and external matters
• Reports to work regularly; maintains reliable and timely attendance. Available to work days and hours as dictated by business needs
• Bilingual (English/Spanish) is preferred
• Must successfully pass background/credit check

Physical Requirements:

Bend, sit, or stand to perform primarily sedentary work with limited physical exertion; occasional lifting up to 10 lbs. Operate routine office equipment including computer terminals, keyboards, telephones, copiers, and calculators. Work on computer for up to 8 hours per day. Some locations may require ability to climb or descend stairs with minimal assistance in emergency situations.