MSR II (Member Service Representative)

Job Description

Job Description

General Summary :

Under general supervision, but following established policies and procedures, the Member Service Representative serves as a liaison between the member and the credit union. Provides account information by phone or in person, as well as information on the full range of credit union products and services. Provides a variety of transaction services to members including loan interviewing and processing. Opens accounts for members, interviews, and professionally handles the member’s daily needs.

Major Duties & Responsibilities :

• Greet and welcome members and visitors to the credit union in a professional manner. Represents the credit union to members in a courteous and professional manner and provide prompt, efficient, and accurate service in the processing of transactions.
• Provide in-person and by-telephone general and specific service-related information concerning credit union products or policies.
• Process a broad range of transactions for members in person including but not limited to, deposits, withdrawals, loan payments, cash advances and transfers. Disburses money orders and cashier’s checks, etc.
• May respond to email or other electronic requests submitted by members, again providing professional, prompt, efficient, and accurate service, and information.
• Open new accounts and service existing accounts. Set up and maintain new account files and provide members with all necessary information for membership.
• Handle requests from members for transfers of shares to loan payments, share withdrawals, check requests, CD transactions, and any other requests received from members.
• Process member check order requests. Verify information / changes. Monitor history of check orders, initial rush, and special orders.
• Process member mail transactions.
• Research accounts for deposit, withdrawal, and loan payment discrepancies.
• Assists members in balancing their accounts.
• Promote credit union products and services based on member’s needs that are obtained from member interviews, members credit report, and / or review of members’ account. Actively cross-sell products.
• Prepares individual daily settlement of teller cash and other transactions bringing cash drawer and settlement sheets into balance. Locates and corrects discrepancies.
• Check and assemble all supplies in the branch. Stock / replace forms, brochures, etc. as needed.
• Performs maintenance on existing accounts.
• Performs lending functions as needed including but not limited to, interviewing members for loan applications, and completing the quality control checklist on all loans.
• Backs up the Senior Branch Manager as needed including but not limited to, opening, and closing the branch, opening, and balancing the vault, mobile deposit, etc.
• May cross-train or assist in cross-training other Member Services Representatives.
• May assist in the credit union call center as needed.
• Performs other Member Services functions as assigned by the Member Services Manager.
• Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).

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