Member Service Representative

Member Service Representative Role Responsible for providing excellent member service and maintaining strong professional relationships. Assists members with new loans and products, open accounts, advises of the status of accounts, furnishes information on loans, products, fees and services. Courteously and promptly resolves member questions and problems or properly refers them to appropriate personnel.

May advise on more complex products. Very likely to have sales goals. Major Duties and Responsibilities Description Open various new accounts, process necessary information and educate the members as to services/products available as a result. (For example, Visa check card, online banking, automated teller, etc.) Drive sales and success through service.

Ensure a positive member experience and achieve sales and referral goals through an expanded product set that includes banking, insurance and investment products. Actively serves as a financial advisor and is accountable for sales outcomes. Build a book of business by proactively seek ways to develop and expand relationships in order to contribute towards financial center and own success.

Assist with wide variety of member services including open/close Shared Certificates, maintain Safe Deposit Boxes, assist customers with checkbooks, process credit card/loan applications for members, manages outgoing wires, solve fraud issues, notary, close accounts, etc. Maximize personal productivity by utilizing dedication and drive, insightful listening skills, attention to detail, and adaptability to achieve all levels of member, financial center and personal goals.

Communicates with diplomacy, tact, and persuasion between direct reports, members, other departments, and management to ensure a positive result when handling escalated calls and other sensitive situations. Ensures delivery of high quality consistent service to both internal and external members that fulfill our Service Standards.

Responds to telephone messages within 4 hours. Explain and expedite the opening, closing, transfer, and rollover of IRA certificates. Assist members with opening CD’s and educate customers as to penalties, earnings, etc. Experience continual opportunities to expand your financial acumen, sales expertise, interpersonal skills, and more.

Continually increase subject matter and product knowledge to successfully explain, refer, originate and complete any product offered by the credit union. Facilitate members’ use of self-service solutions to enhance their experience and maintain financial center operating efficiency. Perform all duties of Member Service Representative.

Provide backup to tellers upon request. Interview loan applicants obtaining the required information, explaining loan options, interest rates, terms, and collateral requirements including ancillary products. Obtain all documentation required for loan, including requirements for approval. Using credit approval guidelines, approves or denies and disburses loans by correctly applying and analyzing credit information while adhering to loan policy.

Responsible for general maintenance of the financial center, ensuring neat appearance, as well as safety and security of members, staff, and assets. Set up auto transfers and sign up customers for ACH transfers and wires. Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Continually promotes credit union products and services and performs outside marketing & business calls to promote full service features of their financial center. ADA Requirements Physical Requirements Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 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 regular, reliable and timely attendance.

Working Conditions Must be able to routinely perform work indoors in climate-controlled shared work environment with moderate noise. Mental and/or Emotional Requirements Must be able to perform job functions independently and with limited supervision. Must work effectively as part of a team. 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 basic financial calculations with 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 stress of deadline, requirements for extreme accuracy and quality and/or fast pace. Must be capable of exercising highest level of discretion on confidential matters.