Member Service Representative - Branch

JOB SUMMARY:
 
Processes members' financial transactions and provides exceptional member service in an expedient, accurate and courteous manner. Has a thorough knowledge and understanding of all credit union products and services, resolves member account issues and seeks out opportunities to provide members with new and underutilized services. In all dealings with the public, members and employees responsibility or ownership is taken and timely follow up is done on pending issues.
 
ESSENTIAL JOB FUNCTIONS:
 
60%    Transactions & Member Support

• Assists members with a variety of transactions including deposits, payments, withdrawals and transfers in an efficient, accurate, confidential and professional manner. Researches and resolves member account issues. Prepares proper documentation for all member transactions as required. Files documents appropriately as outlined by procedures.

• Provides member walk-throughs on technologies offered by the credit union such as ATM’s, DocuSign, Online Access, Mobile Deposit, Bill Pay, Mobile Wallet and other technologies utilized by the credit union.
• Assists new and existing members in the opening, maintenance and closure of credit union accounts. Explains the features and benefits of each and offering the appropriate products and services to members.       

• Works independently and utilizes effective problem solving skills to resolve complex issues; effectively uses position authority and knowledge of operating and security procedures in order to make on-the-spot decisions including exceptions, adjustments and overrides. Referring situations outside authority level to the appropriate department.
• Reviews suspicious or unusual transactions and items. Approves transactions within defined authority levels. Uses outlined security procedures in conjunction with sound judgement to identify and deter potential fraudulent requests.
• Assists members with setting up payroll deductions and automatic payments to their loans as well as any other account requirements a member may have. Accurately generates and obtains all necessary documentation in regards to member accounts, certificates, IRAs and any other paperwork necessary for member transactions or requests.

• Takes ownership of department or branch service standards.
• Assists manager or supervisors with clerical support.  
• Assists in the maintenance, security and safety of the branch or department.
• Effectively performs branch or department opening and closing duties as assigned.
• Prepares and balances daily summary for all cash, checks and other negotiable instruments, if applicable.
• Performs other duties as assigned.

• Takes ownership of every member interaction, whether it requires a call back, extended research or assistance from other teams.    
• Remains up to date and educated on products, services and marketing promotions to best match the members needs with the credit unions offerings.
• Effectively demonstrates Service through CU1LUV in all member interactions. Works closely with department supervisors to improve upon current skills.
• Multi-tasks by working with multiple software programs concurrently to accurately complete requests, while simultaneously communicating with members.
• Meets or exceeds individual KPIs (key performance indicators) and contributes to branch or departmental goals and standards.
• Projects a positive and proactive attitude with members and employees consistent with Credit Union 1’s mission and core values in order to maintain and contribute to a high level of member services.
• Adheres to the credit union’s dress code policy. Professional appearance is required.

• Higher level of experience and product knowledge is required as well as meeting higher service standards.

• Uses sound judgment to waive fees and records to the appropriate GL account.
• Assists members professionally and accurately in opening new accounts as needed.
• Minimum of 1 year financial institution experience required.

• Must be a high school graduate or equivalent
• A minimum of six months of financial institution, cash handling, call center, customer service or sales experience is required.
• Excellent communication skills, with the ability to build relationships with members through all channels.
• Ability to effectively communicate one-on-one and in a group setting.
• Ability to remain calm when helping difficult and/or irate members.
• Must project a positive attitude and proactively evaluate and present credit union products and services that best meet a person’s financial needs. 
• Must have strong organizational skills and the ability to adjust priorities to meet deadlines in a fast paced environment.
• Must be able to type at least 35 WPM and have the ability to use a 10-key calculator.  Responsible for abiding by and complying with the policy for compliance with the Bank Secrecy Act and anti-money laundering laws and regulations (BSA/AML) and the policy for compliance with office of foreign asset control laws and regulations (OFAC).