Member Service Representative Iii

2 weeks ago

Richland Center, United States WCCU Credit Union Full time

**Position Summary**: Serves as the primary contact of our organization to serve member requests related to their daily financial needs. Depending on level of responsibility, performs a wide variety of duties related to all phases of products, services and policies as embodied by Westby Co-op Credit Union. These are done in accordance with Westby Co-op Credit Union procedures.

**Member Service Representative I**
- Perform Member Service Representative duties including but not limited to Maintaining comments and notes on accounts, handling currency, basic deposits, withdrawals and payments, issuance of negotiable instruments and cash advances.
- Adheres to all balancing, cash, check-cashing and related policies, or procedures.
- Executes check negotiation procedures to ensure Regular, foreign and onus checks are processed for payment.
- Performs inquiries and generates statements for members to assist with financial information questions.
- Complies with Bank Secrecy Act legislation and requirements.
- Process requests for members who order checks.
- Demonstrates a helpful, polite, friendly attitude along with providing exceptional member service.
- Educates members on products, services, fees, and policies regarding their financial information.
- Always maintains the integrity of our confidentiality policy including maintaining a neat work area so confidential information is not compromised.
- Works with others in their department to maintain, organize and revise member financial information.
- Properly enter information into the computer program(s) regarding transactions, holds, statements, order requests and other related transactions.
- Maintain an expansive, up-to-date knowledge of products, services, fees, and regulations to assist members and co-workers accurately and efficiently.

**Member Service Representative II**

In addition to responsibilities of a Member Service Representative I position, MSR II are also responsible for:

- Maintenance of ATM machine in designated office.
- Remove or add joint owners to membership accounts.
- Scan account information into computer system.
- Add savings or checking accounts for existing personal members who make the request.
- Prepare gift cards for members who purchase them.
- Make contributions to HSA accounts.
- Redeem savings bonds.
- Complete and maintenance stop payment requests from members.
- Prepare counter checks, casher checks and corporate checks.
- Assist members with access to their safe deposit box.
- Assist with the initial request for members who want to complete a wire transaction.
- Add or renew Certificate of Deposits for member who make the request.
- Help a member with fraud situations including but not limited to debit cards, credit cards, ACH, and checks.
- Maintenance address and name changes on the various software programs.

**Member Service Representative III**

In addition to responsibilities of a Member Service Representative II position, MSR III are also responsible for:

- Open new accounts for individuals and entities interested in becoming a WCCU member.
- Open all types of accounts offered at WCCU for our membership.
- Specialize in and serve as a resource for “specialized” accounts.
- Perform opening, contribution and withdrawal transactions on IRA and HSA accounts.
- Complete Red Flag folders for members who are victims of identity theft.
- Open, assign or close safe deposit boxes for members who wish to rent them.
- Assist other MSRs in help with hostile situations.
- Serve as a resource person for MSR I and II.
- Resolve advanced check scanning issues in Image Center-ITC.
- Serve as a Membership Officer who will review, maintenance, and complete files for all types of membership accounts.

**Work Relationships**:
Reports directly to the Assistant Market Manager for the respective branch. Employee works directly with members, supervisors, and other Member Service Representatives at WCCU. Also confers with the ARC as a resource on policy and procedure. Will work with almost all employees at WCCU on an occasional basis.

**Performance Dimensions**:

- Provide outstanding service to members and thoroughly understand relevant issues and the administrative processes involved in choosing a proper course of action.
- Ability to attend to numerous details with frequent interruptions under the stress of maintaining courteous, effective, and timely relations with a variety of individuals and personalities.
- Promotes quality, accuracy, timeliness, reliability, and thoroughness of work performed.
- Is punctual, flexible, reliable, and demonstrates a friendly and helpful attitude.
- Serve as a Mentor and Resource Person to other MSR staff all to better serve Members.
- Possess ability to gain the trust and respect of management, employees, and outside business contacts while maintaining a positive, professional working relationship.
- Enhances job growth through continuing education, as required or necessary.

**Knowledge, Skills

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