Member Service Representative III

1 week ago

Quincy, United States Mass Bay Credit Union Full time

Choosing Mass Bay Credit Union means choosing to be part of a community that cares about each other and about you.

Primary Function:

Under the supervision of the Supervisor and the Department Manager, provides a consistently high level of quality service to members and provides accuracy in transactions. Performs a variety of member-service functions in conformance with established policies and procedures. Opens and closes accounts, IRAs, and Certificate of Deposits. Takes loan payments and performs consumer loan origination and initial underwriting. Handles all member transactions with complete discretion and confidentiality.

Essential Duties and Responsibilities:
  1. Greets and welcomes members and visitors to the Credit Union in a courteous, professional, and timely manner; and provides prompt, accurate, and efficient member transactions. Handles all transactions for members with discretion and confidentiality
  2. Provides direction and assistance to members; assists members with statement inquiries and researches and resolves statement errors.
  3. Responds to members' requests, problems, and/or questions and resolves routine to complex issues.
  4. Opens new accounts and provides members with share, loan, and account information. Updates member information and member files.
  5. Processes a variety of savings and related transactions, i.e. receiving deposits, withdrawals, loan payments, mortgage payments, etc.
  6. Provides members with share and loan rates, account balances, check clearings, deposits and auto value information.
  7. Opens and services IRA's, Certificates of Deposits, payroll distribution requests, file maintenance and updating of member information.
  8. Interviews members for loan application and performs the initial underwriting process for consumer loans.
  9. Pulls credit report and other pertinent information and reviews questionable matters with members, resolving any discrepancies or issues.
  10. Processes consumer loans through completion of note and disbursement of check.
  11. Is a subject-matter expert for the Credit Union on IRAs, CDs, and other savings products and services. Ensures that knowledge on specialty is up-to-date, and provides support to other MSRs in opening, closing, or disbursing IRAs or CDs.
  12. Organizes and sets up work station for daily activity, i.e., obtains necessary forms, brochures, and supplies for individual work station, orders cash as needed.
  13. May receive and disburse currency to members. When tellering, accountable to transfer to and from cash vault and day end balancing of cash draw without exception.
  14. Processes mail assignments as requested.
  15. Processes wire transfers, stop payments; orders NOW checks, ATM and debit cards.
  16. Attends training sessions upon request.
  17. Informs members of credit union products and services, explaining features and benefits; and cross-sells products and services when appropriate and within scope of responsibility.
  18. Adheres to the anti-money laundering policy and the Bank Secrecy laws.
  19. Assumes other duties as new products, services, or technology are introduced.

Note: The above is a description of the ordinary and essential duties of the position. Other duties both related and unrelated to the above may be assigned and therefore required.

Knowledge, Skills, and Experience Required:

  1. Professional and pleasant interpersonal and communication skills are essential for servicing Credit Union members and projecting a positive image as representative for the Credit Union.
  2. Work requires extensive knowledge of all Credit Union savings and deposit products and services, cash-handling rules and regulations, BSA; specialty knowledge in IRAs and Certificates of Deposit, and extensive knowledge of consumer lending.
  3. Requires educational equivalent to an Associate Degree in Business, or an equivalent combination of education and experience. Proficiency with computer software applications including Word and system applications is required.
  4. Position requires four years of member service or call center experience in a bank or credit union with knowledge of IRAs and consumer loan products.
  5. Position requires the ability to read and interpret documents such as government regulations, operating instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to effectively communicate with members and/or employees. Ability to solve practical problems and deal with a variety of variables in situations where standardization exists.
  6. Intermediate mathematical skill required (adding, subtracting, multiplying, dividing, percentages, interest) are required.

Disclaimer:

The above information on this position 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.



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