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Member Services Representative II

4 months ago

Lake Havasu City, United States HR Pals Full time
Job DescriptionJob DescriptionPosition Title: Member Service Representative II (MSR II)
Reports To: Branch Manager
Job Summary:
  • Contribute to the Credit Union's key results and critical measures by displaying personal accountability in aligning job responsibilities with the organizations core purpose, core values, goals and objectives.
  • Under general supervision and in accordance with Credit Union policies and procedures, this role is responsible for building member relationships through individual efforts at educating and advising members about products and services.
  • Additionally, a variety of direct member contact functions are performed to effectively meet the needs of members, including but not limited to providing quality member service, demonstrating ability to identify opportunities and needs to effectively cross-sell products and services, opening and closing of general membership and accounts, performing account maintenance services, while ensuring to maintain confidentiality and security of member information.
  • This position is comparable to that of a new accounts representative; including duties and essential responsibilities outlined in the MSR I job description.
Essential job duties:
  • Supports the mission vision and values of the Credit Union.
    • Meet and/or exceed individual cross-sell or sales goals, objectives, and service standards as established by the Credit Union.
    • Support the achievement of branch goals as established by the Credit Union.
    • Adhere to policies, procedures, compliance, safety, and security as they relate to the job and work assignments.
    • Maintain knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.
  • Responsible for building member relationships which meet the expectations for members and standards for excellent member service and work performance.
    • Actively take an interest in members' financial lives to assist in identifying opportunities and needs to effectively align with, or cross-sell products and services that meet member needs.
    • Actively promote marketing campaigns and promotions by educating members of their benefits and value.
    • Engage in follow up communication with regard to new account relationships, other service requests, and ancillary services offered by the Credit Union.
  • Responsible for tasks associated with providing excellent service to members.
    • Accurately present information and perform tasks associated with opening and closing general membership and account types, and ancillary services offered by the Credit Union.
    • Accurately perform monetary and file maintenance transactions, such as deposits, withdrawals, payments, advances, wire requests, and account record changes.
    • Accurately maintain control and responsibility for cash drawer and specified limits, balancing, and securing negotiables and drawer on a daily basis.
    • Actively resolve members' requests, inquiries, questions, and problems in a timely and professional manner.
    • Engage in assisting and troubleshooting account matters, such as account fraud, account errors, and card issues and compromises.
    • Actively follow up on new and pending accounts and applications.
    • May perform other essential job duties of a Member Service Representative I (MSR I) on a limited or regular basis as necessary.
  • Perform clerical or administrative tasks that support the operation of the branch.
    • Serve in a dual control capacity for operational tasks to ensure adequate controls are maintained where appropriate. Dual control can be associated with card issuance systems; branch opening; branch closing; cash counts; cash, ATM, or negotiable instrument controls.
    • Promptly and accurately complete required reports and records, such as time card recordings, branch balancing reports, branch logs, and manual report tracking.
    • Prepare documents and legal files for filing, scanning, or archiving.
    • Based on branch needs, may be trained to assume Vault Custodian duties and perform related tasks.
Non-essential job duties:
  • Other duties, tasks, and assignments as delegated from time-to-time.
    • Within the employee's score of authority, may provide support or assistance to co-workers, such as training employees in job related tasks.
    • Overtime hours may be required from time-to-time.
    • Keep manager informed of area activities, problems, or potential problems.
    • Participate in development and learning to increase knowledge and skills.
    • Display initiative through proactive involvement, self-improvement, and by taking advantage of opportunities.
Education
  • High School diploma, GED, or equivalent experience.
Experience
  • One to two years' experience as a multi-skilled Teller or Member Service Representative at a full-service financial institution, experience in a comparable position, or proven success in a customer service or sales oriented position. Proven success at exceeding goals or cross-sell expectations. Prior cash handling experience strongly desired.
Knowledge, Skills & Abilities
  • Possess excellent customer service and sales skills.
  • Possess excellent communication skills both verbally and written.
  • Possess thorough knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.
  • Possess thorough knowledge of regulations applicable to essential responsibilities.
  • Ability to read, speak, and write clearly to convey information in a courteous and effective manner.
  • Possess good interpersonal skills to communicate and represent the Credit Union positively with members, co-workers, and management. Courtesy, tact and diplomacy essential to the job.
  • Possess good problem-solving skills to effectively research, investigate, and offer solutions or suggestions to various issues that are advanced and routine in nature.
  • Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusion or approaches to regular and customary problems.
  • Pays close attention to detail, ensuring accuracy and completeness of work output.
  • Ability to use good judgment daily within scope of authority. Decisions are limited and customarily made as recommendations.
  • Excellent organization and follow-up skills.
  • Ability to follow directions, utilizing limited latitude for independent actions and decision making.
  • Flexible and adaptable to change.
  • Ability to handle multiple tasks, responsibilities, and/or projects.
  • Ability to resolve inter-personal conflict and miscommunications.
  • Solid math skills.
  • Knowledge of how to use a personal computer and MS Office products on a daily basis (Word, Excel, Outlook).
  • Symitar for Windows (Episys Quest) desirable.
Equal Opportunity Employer

Our client acknowledges that equal opportunity for all persons is a fundamental human value. Each employee and applicant will be considered on the basis of individual ability and merit, without regard to race, color, religion, age, sex, sexual orientation, gender identity, gender expression, pregnancy, national origin, marital status, physical disability, mental disability, medical condition, genetic information, protected military or veteran status, or any other characteristics.

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