Member Service Representative

Description

Our Company

At Raiz FCU, we share a passion for knowledge and the pursuit of growth. Grounded in our El Paso heritage as previously Teachers Federal Credit Union, since 1936 we are growing to help our community move into the future. We are inspired people, invested in you.  At Raiz, we guide our members to focus on what could be and help them get there. This new path inspires us to look ahead and lead the way with passion.

Job Overview

This position reports to branch management and is responsible for handling member interaction and transactions at the branch. Provides guidance and answers questions related to credit unions and all other related services. Knowledgeable technology-driven expert who is educated about all services provided.  Attends required training and demonstrates a willingness to continue learning.  Supports cross-selling efforts and solves problems within the first interaction by providing world-class member service. Requires someone who is enthusiastic about educating members on our products and services and creating a positive member experience. You will provide guidance in resolving complex and/or escalated issues while maintaining a professional demeanor.

You will be an empowering mentor who is a:

• A trusted expert
• A natural communicator
• A champion for our members and the community
• A guide through the moments that matter the most to our members

Position Details: 

Non-Exempt (Hourly)

Hours: Monday through Friday, occasional Saturdays

Pay Range:

$16.73-$25.09

Qualifications

Skills and Experience

• Education - High school degree or equivalent, college hours preferred.
• A minimum of three to five years of experience in customer service or sales. Two years of sales experience with a focus on financial services is strongly preferred.
• Previous credit union and/or banking experience is a plus
• Demonstrated leadership and interpersonal abilities
• Understanding of financial industry concepts, related laws, and regulations
• Must have good communication and interpersonal skills
• Critical thinking and problem-solving skills
• Detail-oriented, and ability to multi-task
• Proficient in Microsoft Office and web-based applications

Role Description and Essential Duties

• Demonstrates a robust understanding of the principles and practices of effectively marketing financial products and services.
• Maintains appropriate levels of confidentiality by exercising sensitivity towards the nature of issues associated with member information.
• Initiate and lead conversations to identify and assess member needs.
• Demonstrate the ability to give sound advice considering our members’ best interests and assist members with any questions and help them understand complex or intimidating topics.
• Experience in member service operations, including a comprehensive understanding of member needs, in order to exceed their financial goals.
• Expert in setting up, servicing, unlocking and troubleshooting for Online/Mobile banking issues and Personal Audio Teller.
• Establish new membership, maintenance accounts, open Checking Accounts, IRAs, Business Accounts, Certificate of Deposit, and Special Accounts (Fiduciary, Organizational, Representative Payee, Estate, Guardianship, and Revocable Living Trust). 
• Accountable for proactively retaining accounts and ensuring the effective closure of all accounts as needed.
• Responsible for handling member interaction and transactions at the branch such as but not limited to large deposits, cash advances, wires, and saving bonds.
• Process incoming mail and return mail.
• Process corporate checks, on-us checks, temporary checks, line-of-credit advances, account transfers, payoffs, and all negotiable instruments.
• Fulfills member service requests and conducts thorough research to promptly resolve any discrepancies.
• Collaborates with the consumer loan department in taking application and facilitating loan closings.
• Process loan maintenance, due date changes, release of liens, vehicle shipments letters, CPI (Insurtrak), and replacing of collateral.
• Proactively cross-sell and maintenance GAP, DPW, Warranties, and Credit Life/Credit Disability.
• Must have excellent interpersonal and communication skills, including the ability to positively interact with team, management, vendors, and members; proficiency in effective verbal and written communication.
• Ability to multi-task, effectively organize, plan, and manage time while applying critical thinking and problem-solving skills.
• Knowledge of functions relating to cash and ATM operations and assist in placing travel notes, disputes, fraud cases and general account maintenance.  Will issue, activate debit cards as well as assist in training member to use ATMs and ITM.
• Be able to resolve complex situations and diffuse escalated interactions. Responsible to interact with members via audio and video.
• Assists in auditing signature cards. 
• Review and process required form for power-of-attorney, while also offering notary services.
• Attends required training and demonstrates a willingness to keep learning.
• Complies with all Bank Secrecy Act (BSA) rules and regulations, in addition to Customer Identification Program (CIP). Attends required annual BSA training and required compliance training
• Assists with other duties as assigned or identified.

Salary : $17 - $25