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Member Service Representative 1

3 months ago

Laurel, United States APL Credit Union Full time
Job DescriptionJob Description


Job title

Member Service Representative

Reports to

Branch Manager

Job purpose

In accordance with prescribed methods and operating policies and established practice, provides a variety of member service functions including presenting and explaining Credit Union products and services to prospective and current members, assisting them in utilizing these products and services, and assisting members in resolving account related problems. Requires an ability to communicate effectively with prospective and current members and to represent the Credit Union in a positive and professional manner.

Duties and responsibilities

· Ability to process a needs assessment of all members so as to introduce and explain available Credit Union products and services to members and potential members.

· Assist members with inquiries regarding the operations of accounts, access to services, resolving account discrepancies, balancing and reconciling, adding or reducing service features on various accounts, statement questions, and assisting members to make the most effective usage of service offerings.

· Prepare loan applications for members in person, by fax, mail, and e-mail for all types of consumer loans. Answer members’ questions regarding rates and loan requirements. Review all loan applications for completeness and required documentation. Contact members for missing information. Input and process loans through Credit Union software.

· Prepare checks and lien documents in the issuance and preparation of loans.

· Prepare closing documents and issuing loans to the members placing an emphasis on accuracy and payment protection.

· Open all types of accounts including savings, checking, IRA, Certificates of Deposit, special savings accounts, investment accounts, automated service programs. Distribute necessary literature.

· Open and process special accounts, such as Estate Accounts, Trust Accounts and handle Deceased Accounts.

· Provide information on automated services programs and explain the services. Online banking and bill payment enrollment and administration. Assist members as necessary.

· Monitor online Communications Center and researches/responds to member inquiries or processes requested transactions/services following Credit Union guidelines and procedures

· Provide information on the Visa Check Card and Visa Account programs and explain the services. Enroll members in the programs. Input data according to procedure. Issue, order, or block cards accordingly.

· Answer incoming department calls and assist members over the telephone.

· Perform account maintenance on various accounts as requested by the member.

· File or upload all documents as necessary.

· Develop a working knowledge of all Credit Union services and loan programs and those procedures that affect the Member Services Representative.

· Develop a working knowledge of Credit Union software to accurately post transactions, access account information, and generally update member account transactions and information.

· Cross-sell all Credit Union products and services as opportunities arise, including emphasis on credit life, credit disability insurance, and GAP when applicable.

· Assist the teller department and call center during peak times as needed.

· Prepare correspondence to members as necessary.

· Train new hires and current co-workers on new and existing policies and procedures

· Maintain information security.

Qualifications

Education: High school diploma or GED. Must be able to secure and maintain a Resident Producer Individual (RPI) License and Notary Public License.

Experience: 3 year of related experience in a full-service financial institution

Working conditions

Work is performed largely in a pleasant office environment with minimal chance for personal injury and moderate noise level. There may be occasions when the work environment is stressful. Work hours will normally be from Monday through Friday and may change depending upon our needs. You may be expected to be available during weekends or after business hours as business dictates. Reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the position as required by applicable law. May also be asked to work additional hours as needed to provide adequate coverage at any of our three branch locations.

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position as required by applicable law.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel, among other things, objects, tools, PC keyboard or controls; reach with hands and arms; talk or hear. The employee frequently is required to stand, walk and sit. The employee is occasionally required to stoop, kneel, and or crouch.

The employee will need to lift box[es] and other supplies that may weigh in excess of 20 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Direct reports

· N/A

Approved by:

Vice President of Human Resources

Date approved:

July 2020

Reviewed:

July 2020

___________________________________ ___________

Signature Date