Universal Member Service Representative

2 weeks ago

Upper Marlboro, United States Police Federal Credit Union Full time

Police Federal Credit Union, headquartered in the Washington, D.C. metropolitan area, is a full service, not-for-profit financial institution that has been committed to protecting the financial interest of members of the law enforcement community since 1935.

Police FCU has a workforce that is committed to exceeding expectations and building lasting relationships to help the organization continue steady growth. We offer an excellent working environment, great benefits including health and life insurance, 401(k), comparable compensation, and vacation/sick leave programs.

**Organization Conformance Statement**: In the performance of their respective duties and responsibilities all employees are expected to conform to the following:

- Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and management.
- Perform quality work within deadlines with or without direct supervision.
- Interact professionally with other departments, employees, customers, members, and management.
- Work effectively as a team contributor on all assignments and have general knowledge of Police Federal Credit Union’s operations and services.

**Position Purpose**: Serves as a universal liaison between the members and the credit union.

Provide account information by phone or in-person, as well as information on the full range of credit union products and services. Open accounts for members, resolve issues, and professionally handle the member's daily needs. Provide a variety of transactional services to members.

Perform a wide range of transactional duties to serve members by receiving or paying out funds with a high degree of accuracy, integrity, and honesty. Maintain accurate transactional records. Provide a variety of member savings, share draft/checking, and credit account transactions, as well as various member services.

Similar to other Universal MSR roles, the position will provide account information by phone or in-person, as well as information on the full range of credit union products and services. Open accounts for members, resolve issues, and professionally handle the member's daily needs. Provide a variety of transactional services to members.

Perform a wide range of transactional duties to serve members by receiving or paying out funds with a high degree of accuracy, integrity, and honesty. Maintain accurate transactional records. Provide a variety of member savings, share draft/checking, and credit account transactions, as well as various member services.

**Essential Duties and Responsibilities**:

- Greet and welcome members and visitors to the credit union in a professional manner while always fostering a positive environment for both members and employees.
- Provide in-person and by-telephone specific service-related information concerning credit union services or policies. Identify all cross-sell opportunities and actively sell Credit Union products and services through daily face-to-face and telephone contact to existing membership.
- Respond to member's requests, problems, and complaints and/or direct them to the appropriate person for specific information and assistance.
- Provide administrative and clerical support to the Branch Operations, to include but not limited to generating correspondence or reports, creating spreadsheets, presentations, labels, forms, etc.
- Provide administrative and clerical support to the facility as required, including logging into the phone system daily to assist with overflow calls as necessary - ensuring less than 5% Abandoned Call ratio is obtained daily.
- Promote credit union products and services based on member needs.
- Maintain up-to-date and comprehensive knowledge on all related policies and procedures, rules, and regulations for the member service area, with particular attention to the Bank Secrecy Act, Patriot Act, and robbery procedures.
- Provide information on investment alternatives to members wishing to deposit funds with the credit union.
- Provide comprehensive, prompt, accurate, honest, and efficient member transactions.
- Open new accounts, and service existing accounts. Set up new account files and provide members with all necessary information for membership.
- Maintain up-to-date and comprehensive knowledge on all aspects of IRAs including but not limited to: Opening IRA accounts, having knowledge on different IRA types, providing IRA information to members, researching IRA issues and pulling and monitoring IRA reports via Ascensus.
- Research accounts for deposit, withdrawal, and loan-payment discrepancies.
- Assist members with the proper completion of payroll deduction, direct deposit paperwork, and balancing their accounts as required.
- Monitor and maintain vault records and perform related duties such as branch balancing at any and all branches.
- Handle requests from members for transfers of shares to loan payments, share withdrawals, check requests, CD transactions, line of cre

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