Member Service Representative

ROLE: 

Responsible for engaging with members to provide high-quality customer service and support across various financial transactions, demonstrating both strong interpersonal skills and a comprehensive understanding of financial services. Assists with account management such as opening, maintaining, and closing accounts, processing deposits, withdrawals, and loan applications, and resolving any issues or inquiries members might have. Plays a critical role in educating members about the credit union's products and services, including advising on appropriate banking options that align with members' financial goals. Ensures compliance with all regulatory requirements and maintains the confidentiality of member information.

MAJOR DUTIES AND RESPONSIBILITIES:

Member Services: Addresses, member inquiries, concerns, and complaints promptly and professionally, ensuring that all issues are resolved to the member's satisfaction. Educates members about our full range of financial products and services, including savings accounts, checking accounts, loans, credit cards, online banking, and other relevant offerings to meet their needs. Guides members through the application process for new accounts, loans, credit cards, and other financial products, ensuring all necessary documentation and signing is completed accurately and efficiently.

Teller Functions: Provides personalized assistance to members by conducting transactions such as deposits, withdrawals, transfers, and loan payments accurately and efficiently. Verifies endorsements on deposited items and ensures negotiability according to credit union policies and regulatory standards. Processes requests for cashier's checks, money orders, and wires transfers accurately and securely, adhering to established procedures and regulatory requirements. Balances daily transactions and verifies cash totals, promptly detecting and resolving any discrepancies to maintain accurate financial records and safeguard member assets.

Sales: Proactively engages members to inform them about Credit Union services and financial products, opening new memberships and effectively cross-selling to enhance relationships, expand the member base, and meet or exceed branch goals while ensuring comprehensive onboarding to address the broader financial needs of members.

Business Development: Participates in business development activities aimed at elevating awareness among members and potential members about the Credit Union’s products and services.  

Communication & Participation: Keeps management informed of area activities and any significant problems. Attends and actively participates in meetings, as needed.

Compliance: Adheres to all organizational policies and procedures, ensuring regulatory and legal compliance across all operations.  

As Assigned: Completes all projects, as assigned, accurately and in a timely manner.

KNOWLEDGE AND SKILLS

Experience: Relevant experience in the financial services industry is preferred.

Education, Certifications, Licenses: High school graduate or equivalent.

Interpersonal Skills: 

Active Listening: Attentive and responsive to the ideas and concerns of others, demonstrating understanding and respect.

Communication: Excellent verbal and written communication skills for conveying information clearly and persuasively to diverse audiences.

Conflict Resolution: Skilled in de-escalating situations, handling complaints gracefully, and turning negative customer experiences into positive outcomes.

Emotional Intelligence: High level of self-awareness, empathy, and the ability to understand and manage one's own emotions and those of others.

Ethical Integrity: Strong dedication to ethical principles in all decision-making and professional interactions, with a focus on transparency, fairness, and respect. 

Team Collaboration: Working well with others in the support team and across departments to share information, resolve issues, and improve customer satisfaction.

Other Skills: 

Adaptability: Flexible handling change, challenges, and uncertainty in a fast-paced environment.

Attention to Detail: Ensures accuracy in all member interactions, from documenting issues to following through on resolutions and member follow-ups.

Continuous Learning: Commitment to improving one’s knowledge and skills related to customer support, including staying updated on product changes, support methodologies, and customer service trends.

Problem-Solving: Ability to quickly identify the root cause of a member's issue and creatively find effective and efficient solutions.

Technical Proficiency: Familiarity with customer support tools, software, and technologies used in managing customer inquiries, tracking issues, and maintaining records.

Time Management: Ability to manage multiple tasks and member interactions effectively, prioritizing issues based on urgency and impact.

ADA REQUIREMENTS

Physical Requirements: Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 40 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Working Conditions: Must be able to routinely perform work indoors in climate-controlled private office with minimal noise.

Mental and/or Emotional Requirements: Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform complex mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.