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Member Service Representative
3 months ago
About MCU:
At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 500,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.
Overview: The Member Service Representative is responsible to provide excellent service to members by exploring member needs and explaining products and services with the ability to serve a member with any request, including new accounts needs, maintenance on accounts, loan applications and/or teller transactions. Through needs based assessment provide and offer additional products and services while creating a premier member experience. Operate within a high volume branch environment to perform a range of duties. Support members with anything from simple servicing requests to more complex requests that require critical thinking and decision-making skills with a high degree of accuracy and in accordance within MCU policies and procedures. The Member Service Representative will work collaboratively with your branch management team and teammates to deliver outstanding outcomes for every member’s interaction. The Member Service Representative must have an understanding of MCU products and services and can respond to a range of member issues or inquiries in a friendly, courteous, and cooperative manner. The Member Service Representative is expected to work well with others and maintain courteous and professional communications with teammates, members and be open to coaching and guidance.
Responsibilities:
Specific duties include, but are not limited to, the following:
- Ensure excellent member service; every member, every transaction, every time.
- Conduct member interviews to uncover the needs of members to better help improve their overall financial situation.
- Process the opening and overall onboarding of new members.
- Perform account maintenance, changes, servicing, etc. on existing accounts.
- Ensure proper documentation and signatures are obtained for all member interactions to stay in compliance with rules and regulations as well as MCU policy and procedures.
- Process loan applications, collecting all necessary documentation and adhering to underwriting requirements to prepare for loan booking.
- Ensure fully complete loan applications for those loans that will be underwritten by centralized underwriting; ensure all data is properly documented the first time for the most efficient experience.
- Cross-sell additional products and services to best-fit member need(s).
- Effectively manage new account and loan pipeline with proper follow-up for members in order to close effectively and efficiently.
- Meet / exceed sales goals for all key metrics of branch growth including but not exclusively new members, new checking accounts, and new loan bookings.
- Demonstrate professionalism and empathy during member interactions.
- Assist branch team members in driving referrals for new accounts and loans.
- May perform outbound calls including service lists, lead lists, referral follow-up, etc. in order to meet / exceed sales and service goals.
- May be assigned online loan applications to complete; follow up with the members and ensure an effective and efficient closing.
- Maintain comprehensive knowledge of MCU products and services.
- Maintain comprehensive knowledge of credit union policies and procedures as well as applicable rules and regulations and how they apply to MCUs environment.
- Back up teller line as needed.
- Assist in management of lobby member flow to ensure members move through the branch environment in the most efficient and effective manner.
- Participate in the opening and closing of the branch
- Adhere to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance
- Assist with community engagement outreach programs
- Maintain the highest level of confidentiality and discretion of member’s and their financial information
- Perform other duties as required
- Travel as required
- Perform other duties as requested and special projects as assigned.
- Member service skills
- Research and problem-solving skills
- Ability to multi-task; good time management skills
Requirements:
- Retail banking experience is a plus
- High school diploma or the equivalent required.
- Previous branch experience preferred, including sales and service
- Availability to work overtime and Saturdays as required
- Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
- Interpersonal, oral and written communication skills
- Highly ethical.
- Proficiency in Microsoft Office Suite
- Technologically proficient.
Why you’ll be a good fit:
Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following:
Results – You’ll look to achieve the best outcomes for our members. Continuously track and measure everything, and use it to always improve. Be proactive, not reactive.
Agility – You’ll remain agile in your decision making, planning, and delivery; using curiosity and creativity to see situations from all perspectives.
Integrity – You’ll act professionally and positively. Build trust, be upfront and communicate thoroughly.
Teamwork – You’ll work to achieve common goals as part of ONE TEAM.
Ownership – You’ll hold yourself and others accountable and remain committed to our obligations while caring about the outcomes as much as an owner would.
Belonging – You’ll embrace and environment in which any individual or group can be and feel welcomed, respected, supported and valued.
We stand by our mission to connect our members and communities with an exceptional financial future and we are looking for individuals who share this same purpose to take this journey with us.
What we can offer you:
Competitive compensation, medical and dental benefits.
401K with employer contribution
Flexible paid time off
We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.
Municipal Credit Union (MCU) is an Equal Opportunity Employer.
Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Salary: $16.00 to $24.34 hourly
