Member Service Representative II - Bilingual Individuals Encouraged to Apply

This position will have Baraboo as the home branch but will float to other branch locations, as needed.

In order to be considered for this position, you MUST apply on Paylocity at the following link: https://recruiting.paylocity.com/recruiting/jobs/All/b9944418-e383-4000-853f-3d5b60a36394/Westby-Coop-Credit-Union.

Position Summary: Serves as the primary contact of our organization to serve member requests related to their daily financial needs. Depending on level of responsibility, performs a wide variety of duties related to all phases of products, services and policies as embodied by Westby Co-op Credit Union. These are done in accordance with Westby Co-op Credit Union procedures.

Member Service Representative I

• Perform Member Service Representative duties including but not limited to Maintaining comments and notes on accounts, handling currency, basic deposits, withdrawals and payments, issuance of negotiable instruments and cash advances.
• Adheres to all balancing, cash, check-cashing and related policies, or procedures.
• Executes check negotiation procedures to ensure Regular, foreign and onus checks are processed for payment.
• Performs inquiries and generates statements for members to assist with financial information questions.
• Complies with Bank Secrecy Act legislation and requirements.
• Process requests for members who order checks.
• Demonstrates a helpful, polite, friendly attitude along with providing exceptional member service.
• Educates members on products, services, fees, and policies regarding their financial information.
• Always maintains the integrity of our confidentiality policy including maintaining a neat work area so confidential information is not compromised.
• Works with others in their department to maintain, organize and revise member financial information.
• Properly enter information into the computer program(s) regarding transactions, holds, statements, order requests and other related transactions.
• Maintain an expansive, up-to-date knowledge of products, services, fees, and regulations to assist members and co-workers accurately and efficiently.

Member Service Representative II

In addition to responsibilities of a Member Service Representative I position, MSR II are also responsible for:

• Maintenance of ATM machine in designated office.
• Remove or add joint owners to membership accounts.
• Scan account information into computer system.
• Add savings or checking accounts for existing personal members who make the request.
• Prepare gift cards for members who purchase them.
• Make contributions to HSA accounts.
• Redeem savings bonds.
• Complete and maintenance stop payment requests from members.
• Prepare counter checks, casher checks and corporate checks.
• Assist members with access to their safe deposit box.
• Assist with the initial request for members who want to complete a wire transaction.
• Add or renew Certificate of Deposits for member who make the request.
• Help a member with fraud situations including but not limited to debit cards, credit cards, ACH, and checks.
• Maintenance address and name changes on the various software programs.

Work Relationships:

Reports directly to the Assistant Market Manager for the respective branch. Employee works directly with members, supervisors, and other Member Service Representatives at WCCU. Also confers with the ARC as a resource on policy and procedure. Will work with almost all employees at WCCU on an occasional basis.

Performance Dimensions:

• Provide outstanding service to members and thoroughly understand relevant issues and the administrative processes involved in choosing a proper course of action.
• Ability to attend to numerous details with frequent interruptions under the stress of maintaining courteous, effective, and timely relations with a variety of individuals and personalities.
• Promotes quality, accuracy, timeliness, reliability, and thoroughness of work performed.
• Is punctual, flexible, reliable, and demonstrates a friendly and helpful attitude.
• Serve as a Mentor and Resource Person to other MSR staff all to better serve Members.
• Possess ability to gain the trust and respect of management, employees, and outside business contacts while maintaining a positive, professional working relationship.
• Enhances job growth through continuing education, as required or necessary.

Knowledge, Skills and Abilities Required:

Education/Experience Requirements: Previous financial and cash handling experience desired. Financial post-secondary education preferred.

Skills and Abilities:

• Excellent communications skills and proven effectiveness when working with members and staff. Also work in a courteous, respectful, and efficient manner.
• Proficient operation of a variety of general office equipment such as PC, software applications, typewriter, copier, calculator, telephone, copy machine, fax machine and other similar devices or programs related to the position.
• Ability to present ideas, report facts and other information clearly and concisely.
• Comprehend consequences of various situations and refer them to the appropriate staff for resolution.
• Manage personal workflow, process transactions correctly and meet deadlines by being organized, detailed and task oriented.
• Ability to meet attendance standards and work overtime hours as requested and approved.
• Ability to count, add, subtract, multiply and divide accurately along with any other mathematical necessity.
• Ability to understand and follow safety/security practices.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Dependent care reimbursement
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• Day shift
• Evening shift

Work Location: In person