Title : Member Services Representative I
Reports to : Branch Manager
Supervises : None
Status : Non-Exempt
Objective
The Member Services Representative I is a results-driven position responsible for performing a broad variety of Member focused sales, service-related activities, and overall lobby management while projecting the front-line member care philosophy by greeting, welcoming, offering options and directing members to the appropriate supporting staff. This high-contact sales position requires the ability to deal effectively with Members and other KEMBA Associates in person, by telephone and in writing. Duties will also include processing business member transactions that include but are not limited to teller / cash transactions.
Duties and Responsibilities
- Assumes responsibility for the effective and professional performance of Member sales and service-related functions :
Recommends products and services that assists in meeting Member's financial needs
Resolves Member issues through listening, problem solving, and offering solutionsMeets or exceeds all sales, service and productivity goals established for this positionAnswers and responds to Member inquiries and questionsPerforms file maintenance and account changes as necessaryAssume teller line functions including, but not limited to, transactions for business members, balancing drawer, vault, and recyclerAssist members both inside and outside and with ITM machinesMaintain audit controls including, but not limited to, dual control, key control, logs / reports, alarms, safe deposit box, and all teller-related audit responsibilitiesProfessionally service basic member activity, including, but not limited to :
Process changes of address and add additional names to accountsPlace check orders and order replacement ATM / debit cardsSet up direct deposit and process wire transfers and stop paymentsProcess printouts of statements and check copies as requestedOpen deposit accounts.Establishes and maintains professional relationships with Members :Resolves Member requests and questions promptly, courteously, and professionally
Keeps Members informed of Credit Union services and policiesMaintains and projects the Credit Union's professional reputationAssumes responsibility for establishing and maintaining effective coordination and working relationships with staff and management :Works as a team member with other KEMBA Associates
Keeps supervisor informed of area activities and significant problemsCompletes required reports and records accurately and promptlyAttends meetings as requiredMaintains an up-to-date status of all sales support and processing activity with routine reporting to managementRegisters with the Nationwide Mortgage Licensing System (NMLS) as a Mortgage Loan Originator (MLO) and maintains and renews the registration in addition to completing related compliance training as directed by KEMBAPerforms all duties in a manner that is 100% compliant with KEMBA policy and procedures.Develops an understanding of Credit Union history, philosophy, organization, policies, and operational proceduresOn a self-directed basis, continues to improve individual level of competency through training and certification on established educational programsMust be able to relate to other people beyond giving and receiving instructions :Can get along with coworkers or peers without exhibiting behavioral extremes
Perform work activities requiring negotiating, instructing, supervising, persuading, or speaking with othersRespond appropriately to criticism from a supervisorRequired Qualifications
High school diploma or equivalent education or experiencePrior customer service experienceStrong organizational skills and attention to detailMust value a high degree of accuracyProfessional demeanorPositive and outgoing attitudeExceptional communication skillBasic PC skills (Windows)Assertive problem-solving skillsPhysical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of the job, the employee is regularly required to sit; use hands to manipulate, handle, feel, and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and / or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.
