Member Services Representative

Job Title: Member Services Representative

Department: Member Services

Reports To: Branch Manager

FLSA Status: Nonexempt

Date: October 2024

SUMMARY

Responsible for assisting members with financial transactions such as: assisting members with questions and or problems with their account, opening and closing accounts, processing member transactions and providing general information to members on Credit Union products and services. This position is a backup to the receptionist. Assist the Branch Manager & VP of Member Experience as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Receive and process new member accounts. Make necessary changes to accounts such as: name, address and etc.
• Assist members with account transactions including transfers, certificates and IRA accounts. Establish EFT transactions and setup payroll deduction requests.
• Provide basic information on Credit Union services or policy, such as: eligibility for membership, types of accounts, location, office hours, current dividend rates etc.
• Provide members with account status such as: balances and loan payoff amounts. Process member withdrawal requests.
• File membership cards.
• Verify and prepare cash and check deposits.
• Assist members with account discrepancies and problems. Answer questions regarding statements and make corrections and/or process refunds with approval. Assist members with questions and inquires about specific ATM/Check Card transactions. Research problems and resolve problems with denials or chargebacks under scope of supervision.
• Enter transactions for the collections department.
• Mail checks and receipts to members as indicated by policy and procedure.
• Provide backup to receptionist as needed such as during meal breaks and absences.
• Examine checks for endorsements and negotiability.
• Process and post daily loan payments and share deposits from members, mail and night depository.
• Order and process Debit cards and perform all maintenance for these card accounts within FiServ system.
• Verify and post deposits from ATM machines ensuring accuracy. Assist in the daily balancing of the ATM.
• Verify and post mobile deposits.
• Process member check orders, transmit check orders to vendor.
• Balance teller drawer at end of day.
• Maintain a professional and courteous attitude with all people, including fellow employees, members, management staff, board members and outside vendors.
• Maintain strict adherence to established security and robbery procedures.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

SCOPE OF RESPONSIBILITY

Incumbent generally establishes own work plan and priorities, using and/or modifying established procedures, to assure timely completion of assigned work in conformance with established departmental policies and standards; problems lacking clear precedent are usually reviewed with supervisor prior to taking action.

INTERPERSONAL SKILLS

Functions performed required the ability to communicate involved information with other employees or general public under conditions where basic understanding or sensitivity may be required to effectively promote and maintain relationships.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.

Note: Regularly - more than 2/3 of the time, Frequently - 1/3 to 2/3 of the time, Occasionally - less than 1/3 of the time

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Thank you for your interest in employment opportunities with WCTFCU. Please note that due to the volume of resumes received, only candidates selected for an interview will be contacted.

WCTFCU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, age, marital status, national origin/ancestry, sexual orientation, gender identity, disability status, protected veteran status, or any other legally protected status.

Job Type: Full-time

Pay: From $17.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Physical Setting:

• Office

Schedule:

• 8 hour shift

Experience:

• Customer service: 1 year (Preferred)
• financial institution: 1 year (Preferred)

Ability to Commute:

• Middlebury, CT 06762 (Preferred)

Work Location: In person

Salary : $17