Member Service Representative

2 weeks ago

Bettendorf, United States GreenState Credit Union Full time

Position Summary:
***:
**GREENSTATE CULTURE**:
At GreenState, we exist to create lasting value for those we serve. We do this by putting immense value into our employees, members and communities. We empower our employees to create endless opportunities, which will then impact the lives of our members and enhance the vitality of our communities.
- GreenState is proud to offer a Bilingual Pay Program for qualifying applicants._

Position details:
Monday through Friday from 8:45 am - 5:45 pm, plus 3 out of 4 Saturdays from 9:00 am - Noon.

Pay range for this hourly position is $17.39 - $23.40/hr with a monthly incentive opportunity and a progressive benefits package.

Essential Duties and Responsibilities:
**ESSENTIAL DUTIES AND RESPONSIBILITIES**:

- Adheres to the Credit Union Service Standards in carrying out GreenState's mission and vision.
- Demonstrates a positive member service (internal and external) focus at all times, greeting members and guests with a smile and eye contact immediately upon their arrival, using their name or acknowledging them, and thanking them for their business.
- Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
- Ensures confidentiality of member information.
- Supports a diverse and inclusive work environment.
- Ensures confidentiality of members account records and account information. Request identification whenever necessary and provide account information to only those members listed as primary or joint owners.
- Makes weekly outbound service calls to members.
- Answers member questions or refer members to appropriate departments or supervisors.
- Assists with member account discrepancies, statement problems, complaints and escalates as necessary.
- Performs member transactions including; deposits, withdrawals, transfers, check cashing, loan payments, credit card payments, cash advances, bond redemptions, disbursement of official checks, sale of money orders, cashier checks, savings bonds, and promotional sales materials.
- Builds member relationships by recognizing their financial needs and meeting those needs with the appropriate GreenState product and service or referring them to the specialized department (Wealth Management, Commercial, Mortgage, GreenState Insurance etc.) to be served.
- Maintains a satisfactory balancing record.
- Educates members and staff of the features and benefits of all our products and services.
- Refers products and services that benefit members to achieve team goals.
- Accepts and examines checks for endorsements and negotiability. Determine availability of funds based on regulations and policy. Place holds on accounts for uncollected funds when necessary, provide member with the proper documentation.
- Processes mail and night deposit transactions.
- Completes all forms including negotiable instrument logs, vault cash advances/turn-ins, direct deposit, member check orders.
- Participates in Opening and Closing procedures. Organize the MSR area and turn off all equipment (computers, copier, adding machines, lights). Ensure all confidential information is secured at the end of the day.
- Complete daily work including balancing and reconciliation of drawer offages.
- Monitors and manage the vault including cash disbursements, balancing, and end of day lock-up. Ensure that enough, but not excessive, funds are always on hand.
- Assists in security procedures. Has access to and is accountable for office keys and combinations.
- Balances, maintains, and corrects the coin machine and cash recyclers.
- Plays a vital role in enriching the community by participating in community service organizations and/or Credit Union sponsored events.

Job Requirements/Expectations:
**JOB REQUIREMENTS**:

- Interpersonal skills to represent the Credit Union in a positive way.
- High energy with the ability to approach individuals to engage in conversation, build rapport, establish and maintain member loyalty.
- Thorough knowledge of deposit products and regulations.
- Accuracy in the handling of cash, recording daily transactions, and attention to detail.
- Good telephone manners and techniques.
- Ability to work with mínimal direction and exercise sound judgment.
- Member account problem-solving skills.
- Ability to develop and maintain effective working relationships as a cohesive team.
- High school diploma or the equivalent (i.e. GED).
- Cash handling, sales, and customer service experience desired.
- Must be bondable.
- Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand.

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