Member Service Representative III

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.

Member Service Representative III

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

• Open new accounts for individuals and entities interested in becoming a WCCU member.
• Open all types of accounts offered at WCCU for our membership.
• Specialize in and serve as a resource for “specialized” accounts.
• Perform opening, contribution and withdrawal transactions on IRA and HSA accounts.
• Complete Red Flag folders for members who are victims of identity theft.
• Open, assign or close safe deposit boxes for members who wish to rent them.
• Assist other MSRs in help with hostile situations.
• Serve as a resource person for MSR I and II.
• Resolve advanced check scanning issues in Image Center-ITC.
• Serve as a Membership Officer who will review, maintenance, and complete files for all types of membership accounts.

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
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Day shift

Work Location: In person