Member Service Representative Iii

2 weeks ago

Richland Center, Wisconsin, United States WCCU Credit Union Full time

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, checkcashing 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, uptodate knowledge of products, services, fees, and regulations to assist members and coworkers 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.
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