Member Service Representative II
2 weeks ago
Candidate will travel between the Credit Union branches and the eBranch (Contact Center) as needed. Responsible for providing excellent member service and maintaining strong professional relationships. Assists members with new loans and products, open accounts, advises of the status of accounts, furnishes information on loans, products, fees and services. Courteously and promptly resolves member questions and problems or properly refers them to appropriate personnel. May advise on more complex products. Actively cross-sells Credit Union products and services. Assists with the training and coaching of staff.
Major Duties and Responsibilities:
Travels between Credit Union branches and eBranch (Contact Center) regularly to provide coverage.
Keeps members informed of Credit Union services and policies, including types of available accounts, interest and dividend rates, payroll deduction options, and other related services. Performs file maintenance, account changes, opens and closes accounts, orders checks, automated transfers, and assists with the completion of a variety of credit union forms. Actively cross-sells Credit Union products and services
Ensures that member services, teller and contact center job functions are performed in accordance with established policies and standards. Resolves and/or assists staff with members' requests, problems, questions in a prompt manner. Makes judgments within limits of authority pertaining to fee reversals, cash withdrawals and hold releases. Performs vault teller functions as required. Assists in finding balancing errors, ensuring each MSR balances at the end of each day and that all monies are secured in accordance with established procedures. Refers escalated requests to Department Manager as needed.
Performs procedures for opening and closing of branch operations making sure that all security requirements are followed in accordance with established policies and standards.
Maintains an inventory of cashier's checks, money orders, receipts, traveler's checks, and other negotiable items for use in the Teller area as needed.
Opens new membership account and effectively onboard and cross-sales additional products and services. Presents and explains Credit Union services and products to members and assists in meeting their financial needs.
Interviews and takes applications for loans to collect documents and sends for credit review. Assist members with the DocuSign of loan documents if needed.
Maintains and projects the Credit Union's professional reputation. Maintains the privacy of member account information.
Attends assigned training sessions and stays current on new operational procedures.
Ensures that work areas and equipment are clean and well maintained.
Assists Department Manager with business development activities and seeks to broaden member base.
Assists with the ongoing training and support of new and existing personnel to ensure they are effective, and optimally used.
Assists and supports the Department Managers and/or Senior Management as needed.
Performs related clerical functions as required.
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Knowledge and Skills
EXPERIENCE: Minimum of 2 years of related experience at a full-service financial institution.
EDUCATION/CERTIFICATIONS/LICENSES: High school graduate or equivalent
INTERPERSONAL SKILLS: A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In- depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience.
Communications can involve motivating, influencing, educating and/or advising others on matters of significance.
OTHER SKILLS: Excellent communication and leadership skills. Supervisory and training abilities. Professional appearance, dress, and attitude. Solid math skills. Ability to operate related computer software, and other business equipment including calculators, copy machines money counters, and telephone. Sales and Service driven.
ADA Requirements
PHYSICAL REQUIREMENTS: Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
WORKING CONDITIONS: Must be able to routinely perform work indoors in climate-controlled shared work environment with moderate noise.
MENTAL AND/OR EMOTIONAL REQUIREMENTS:
Must be able to perform job functions independently and with limited supervision. Must work effectively as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality and/or fast pace. Must be capable of exercising the highest level of discretion on confidential matters.
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