Member Service Representative

Summary:This position is primarily responsible for providing support at the level of Member Services and for assisting both the Member Service Officer and the Call Center Staff in handling all member's requests and inquiries related to credit union services and products by performing the following duties. This position is also required to back up the teller line as needed. ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Core duties and responsibilities include the following. Other duties may be assigned.
• Performs within company standards, including, but not limited to: member’s survey results, transaction volume, cross-sell referrals, and balancing performance. 
• Fast and accurately processes new account and loan requests. 
• Opens and explains accounts using clearly defined guidelines.
• Takes and processes loan applications using the “Selling is Telling” in order to provide the best solution for the individual member.
• Completes adverse action form when accounts/services cannot be provided 
• Orders checks and Visa debit cards or produces in the office when necessary. 
• Understands Individual Retirement Accounts (IRA) in order to open and perform minor transactions. 
• Assists the calls center and oversees member service responsibilities. 
• Log into the call center regularly to minimize the wait queue during peak needs in order to meet goals set forth by management. 
• Maintains a positive, friendly attitude while controlling the conversation. 
• Provides fast, accurate information. 
• Assists the Member Service Call Center at the direction of the Branch Manager and maintains control of the conversation to ensure member satisfaction and company performance measures are achieved. 
• Assists in the teller area as needed. 
• Assists the Branch Manager and maintains a working knowledge of loan processes and procedures.
• Researches member accounts and provides follow-up for resolution. 
• Assists with special projects as requested. 
• Performs other duties as requested.
• Assists members with questions, problems, and issues in person and via telephone or in person.
• Responds to, and initiates member inquiries/requests by telephone, mail, and in person in an efficient and timely manner ensuring member satisfaction and retention. 
• Answers telephone calls in a call center environment and assists callers with services and sales information. 
• Analyzes and resolves problem situations or offers other options.
• Accepts loan applications, retrieves loan requests, and closes with the proper documentation. 
• Researches member requests for information. 
• Performs outbound calling as needed.

 SUPERVISORY RESPONSIBILITIES:This job has no supervisory responsibilities. COMPETENCIES:To perform the job successfully, an individual should demonstrate the following competencies:Intellectual:

• Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures. 

Interpersonal:

• Member Service - Manages difficult or emotional member situations; responds promptly to member needs; solicits member feedback to improve service.
• Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. 

Organization:

• Ethics - Treats people with respect; keeps commitments; works with integrity and ethics; upholds organizational values.

Self-management:

• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Safety and Security - Observe safety and security procedures; report potentially unsafe conditions.
• Attendance/Punctuality - Consistently at work and on time; ensures work responsibilities are covered when absent.
• Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.

 QUALIFICATIONS:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

EDUCATION AND/OR EXPERIENCE:

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience. 

LANGUAGE SKILLS:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of members or employees of an organization.

MATHEMATICAL SKILLS:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY:

• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. 
• Ability to deal with problems involving a few concrete variables in standardized situations.

COMPUTER SKILLS:

• To perform this job successfully, an individual should have knowledge of: Database Software (Access); Internet Software; Spreadsheet Software (Excel); Contract Management Systems; Design Software; Human Resource Systems; Inventory Software; Order Processing Systems; Project Management Software; Word Processing Software (Word); Electronic Mail Software (Outlook); Presentation software (PowerPoint); and Lending Platform.

 CERTIFICATES, LICENSES, REGISTRATIONS:

• Valid driver's license and acceptable motor vehicle record.
• National Mortgage Licensing System.
• Successfully register for Secure and Fair Enforcement for Mortgage Licensing (SAFE) Act to obtain NMLS. Identification number.
• Notary.
• NIPR Licensing in NC.

 OTHER SKILLS AND ABILITIES:

• Excellent communication and interpersonal skills with the ability to gain the trust of members.
• Excellent judgment and discretion; the ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required.
• Friendly, courteous, service-oriented, professional, outgoing, and member service-oriented.
• Remain calm and professional in stressful situations.
• Must be able to work independently and productively with minimum supervision.
• Recognize problems, identify possible causes, and resolve routine problem
• Team player with a "can do" attitude that can work in a fast-paced environment.
• Ability to establish and maintain a professional atmosphere for employees, clients, and members. 

 OTHER QUALIFICATIONS:

• Able to work a flexible schedule to include various nights, weekends, and holidays.
• May require some travel on an as-needed basis.
• College Degree or financial background preferred. 
• At least one year of financial call center experience or similar experience in a member service position. 
• Proven proficient teller skills.
• Must be able to effectively assist co-workers with new policies, procedures, and guidelines.
• Aptitude for cross-selling services.

 PHYSICAL DEMANDS: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 essential functions. While performing the duties of this job, the employee is regularly required to stand; sit; use hands to finger, handle, or feel; reach with hands and arms, and talk or hear.  The employee is occasionally required to walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. WORK ENVIRONMENT:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is usually moderate. NOTE: The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

About Summit Credit Union:

Who We Are Summit Credit Union is a not-for-profit, full service, financial cooperative, established in 1935, serving over 300 employers with roughly 37,000 members in North Carolina. We want enthusiastic people who believe in great service, doing what's right, and having fun Our culture inspires innovation, hard work, collaborative working relationships, and the ability to make an impact in a fast-paced and dynamic environment. Join an award-winning team committed to making a difference in people's financial lives and in the community Our recent accolades: • Triad Business Journal 2020 Best Places to Work Finalist • Greensboro News & Record Readers' Choice “Best Credit Union in 2020” • Greensboro News & Record Readers' Choice “Best Credit Union in 2021” We’re more than just a paycheck - we offer a full-range of benefits to our employees, including, but not limited to: • Medical, Dental and Vision Insurance • No-Cost Short and Long-Term Disability • Complimentary Life Insurance • Paid Time Off and 11 Annual Holidays • Retirement Planning including a pension plan and 401k Program • Tuition Assistance • Employee Well-Being Assistance Program Summit Credit Union is an Equal Opportunity Employer.

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