Job Type
Full-time
Description
The Member Service Representative II (MSR II) provides quality, front line service to members, including account opening, maintenance functions, and providing basic loan information. The MSR II performs a wide range of duties, possesses ample product knowledge, and assists members with a variety of services. Additionally, the MSR II interviews members to obtain information, and proposes appropriate financial solutions. Performs Teller I duties approximately 50% of the time. The MSR II supports efforts to create fully engaged financial relationships with members in accordance with the business strategy.
Essential Duties and Responsibilities :
Member Service & Sales : Provides a positive member experience by providing quality service in the establishment of new memberships, opening accounts, and offering solutions based on member needs to create fully engaged financial relationships with members.
- Greets and welcomes members in a courteous and professional manner, providing prompt, accurate, and efficient service.
- Has ample knowledge of credit union products and services and is able to educate members.
- Identifies needs, recommends solutions, and offers appropriate LCCU products.
- Learns and applies LCCU service model concepts consistently in interactions with members.
- Promotes deposit products based on needs identified.
- Maintains comprehensive knowledge of all credit union products and services, including deposit accounts, loans and promotional products and services.
Account Opening & Maintenance : Accurately establishes new membership, opens accounts, resolves member issues, and any other member requests according to credit union policies and procedures.
Handles establishment of new memberships, opens accounts, and processes changes in accounts.Handles a wide range of transactions, including account transfers, wire transfers, payments, etc.Promptly researches and resolves account problems, checking reconciliations, errors in transactions, and any other issues presented by the membership.Supports members in identifying disputes, fraud or errors in transactions, completes corresponding paperwork and procedures to resolve the issue.Assists members with requests such as ordering new cards, issues with online access, account closures, and transfers.Performs account maintenance, including changes in account type, contact information, name, and ownership.Performs ATM / debit card maintenance, including lost / stolen, change of status of ATM / debit card, name changes, transfer of cards, and reissues.Assists with member requests in person and over the phone, and directs calls as needed.Processes ITIN applications and changes, receives authorization for ITIN application submission, updates member files and contacts member when ITIN arrives.Maintains working knowledge on all related policies and procedures, rules and regulations for the teller and member service areas, including account opening and robbery procedures.Administration : Complete full range of member-related administrative procedures, including retention of records.
Stays up-to-date and proficient in member service areas including changes in processes and systems.May guide / coordinate overall member flow and may train new employees.Performs Teller I duties when needed.Maintains records, files paperwork, scans documents, and performs other clerical duties as needed.Complies with Balancing Standards and Teller Performance Standards.Participates in community events.Performs other duties as assigned.Moves to and changes branches within the region as required.Completes required training.Job Duties and Responsibilities under Bank Secrecy Act :
Complete required CTR procedures and reporting on all cash transactions over $10,000.Recognize and report suspicious practices as required.Report all structured member transactions and Suspicious Activity Report (SAR) as required.Successfully complete required annual compliance training courses (BSA / Identity Theft).Requirements
High School diploma or GED equivalent; 2 years' related / office experience preferred.Ability to accurately count, handle cash, calculate figures and amounts such as discounts and interest.Ability to proactively solve problems and propose appropriate solutions to members.Aptitude for building relationships, and quality member service and sales.Ability to demonstrate knowledge and promote the credit union and its products and services.Strong organizational skills and attention to detail.Ability to perform efficiently in a fast-paced, multi-task environment.Ability to maintain professional demeanor in interactions with members and colleagues.Excellent verbal and written communication skills in English and Spanish.Proficiency in Microsoft Office and other computer software, including email functions.Ability to stand for extended periods of time and lift up to 35 pounds in coin or currency.Physical requirements : Must be able to sit for extended periods of time, use the computer and telephone to complete work, and lift up to 30 pounds at times.
The above statements are intended to describe the general nature of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities required of individuals so classified.
