Member Service Representative II

Job Details: Job Location: Northside - Tallahassee, FL, Salary Range: Undisclosed, Do you want to be part of a dynamic institution that is one of the fastest growing credit unions in the country? Become a part of the First Florida Credit Union team where our employees create a culture that enables our organization to be among one of the 100 Best Companies to Work For in Florida as designated by Florida Trend magazine for over a decade. Our employees are the critical element in fulfilling the First Florida Credit Union mission of being a thriving credit union creating value for members by deepening relationships with current members and engaging with potential members.

Also, First Florida Credit Union recognizes the importance of benefits that provide financial security for our employees and their families and is committed to providing a competitive benefits package to eligible employees.

Role:
The primary function of this position is to assist the Credit Union in achieving its mission to share in he financial
success of our members by providing services with fairness and integrity. To achieve this goal, this position must
deliver outstanding service to both internal and external members. Assist members and potential members with
their Credit Union needs; explain services, set up new deposit and loan accounts, respond to problems.

Essential Functions & Responsibilities:
Take member loan applications either in person or by phone and prepares them for review by a
Loan Officer. Follow up with the Loan Officer to determine status. Process approved loans and
sets up date and time to close the loan and make disbursements.
Assist members with establishing new accounts and changes to existing accounts either in person
or by phone, including but not limited to: new membership shares, checking, money market,
certificates, Individual Retirement Accounts, debit cards, address changes, beneficiary changes.
Receive and process member financial transactions, including but not limited to: deposits,
withdrawals, loan payments, transfers, and cash advances as directed. Sell cashier's checks and
Visa gift cards to members.
Identify member needs and cross-sell Credit Union services to members.
Assist members with routine and complex account related questions either in person or by phone.
Resolve problems.
Perform quality control of account and loan documents. Prepare documents for delivery to the
records department for imaging.
Represent the branch as appropriate in its relationships with members, sponsor organizations(s),
suppliers, other financial institutions and similar groups.
Assist other departments or branches as requested by management.
Balance daily transactions with a minimum of errors.
Responsible for compliance with Credit Union policies including the Bank Secrecy Act and
Customer Identification Program.
Perform other related duties as assigned.

Performance Measurements:

1. Adhere to the Credit Union Service Standards in all interactions both internal and external as well as
employing CML (Creating Member Loyalty) skills.
2. Handle requests accurately, efficiently and effectively. Troubleshoot or direct member to the appropriate
cross functional area.
3. Process member transactions with minimal errors.
4. Instruct and communicate information in a clear and concise manner.
5. Maintain a thorough knowledge of interdepartmental functions.
6. Maintain a thorough knowledge of products and services and successfully recommend new products or
services to members.
7. Maintain knowledge of all policies and procedures to ensure compliance.
8. Maintain a dependable record of attendance and timeliness.
9. Offer ancillary products to all qualified/eligible members 100% of the time.
10. Qualify for, obtain and maintain annual registration in the Nationwide Mortgage Licensing System and
Registry (NMLS).
11. Qualify and obtain a Credit Life and Disability License.
12. Follow policy and procedures in order to avoid monetary outages. Any outages that may occur pertaining to
teller, vault or credit union transactions must be maintained within guidelines.
Qualifications: Knowledge and Skills:
Experience                                                One year to three years of similar or related experience.
Education                                                  A high school education or GED.
Interpersonal Skills                                    Work involves much personal contact with others inside and/or outside the organization for
                                                                  the purpose of first-level conflict resolution, building relationships, and soliciting
                                                                  cooperation. Discussions involve a higher degree of confidentiality and discretion,
                                                                  requiring diplomacy and tact in communication.
Other Skills                                               Able to operate a 10 key calculator, computer keyboard and working knowledge of
                                                                 Microsoft Products.
Physical
Requirements                                           This is sedentary work which requires the following physical activities: bending, stooping,
                                                                 kneeling, crouching, sitting, walking, finger dexterity, feeling, repetitive motions, talking,
                                                                 hearing and visual acuity. Specific vision abilities required for this job include close vision,
                                                                 distance vision, color vision, peripheral vision, depth perception, and the ability to adjust
                                                                 focus. As required or requested, may exert up to 25 pounds of force occasionally and/or a
                                                                 negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.
Work Environment                                   Generally inside work with occasional exposure to weather conditions.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.