Member Services Representative

2 weeks ago

Springfield, Massachusetts, United States Freedom Credit Union Full time
Job Type

Full-time

Description

Primary Summary:

This role serves as the Member Ambassador for Freedom Credit Union, dedicated to delivering exceptional service and efficiency to members who value in-person interactions.

The individual in this position will possess a comprehensive understanding of members' transaction needs and will effectively communicate all available options.

They will educate members on our service offerings and direct them to the appropriate products and services that align with their requirements.

This role also includes processing routine transactions, such as handling deposits and withdrawals, while maintaining accurate records of financial activities in a friendly and efficient manner.

By providing personalized banking services, this position plays a crucial role in enhancing member satisfaction.


Essential Functions/Position Responsibilities:
  • Perform all member account operations, including teller transactions, processing requests for new accounts and services, providing guidance, and cross-selling suitable products or services to meet member needs and achieve sales objectives. Review all documentation for accuracy and completeness in accordance with compliance standards.
  • Assist with a wide range of member services, including regular account maintenance, Safe Deposit Box management, addressing account inquiries, managing outgoing wires, ACH transactions, and resolving disputes.
  • Resolve member and internal inquiries promptly and professionally, keeping members informed about their account status and suggesting solutions for any disputes or issues.
  • Handle incoming calls, take messages, provide information, and direct calls to the appropriate personnel as needed.
  • Contribute to the overall success of the branch by working towards deposit and member goals while adhering to established service standards.
  • Ensure compliance with relevant laws and regulations, including but not limited to the Bank Secrecy Act and the Patriot Act.

Requirements

Experience:
Six months to two years of relevant experience, including time spent in preparatory roles. Bilingual candidates are highly preferred.

Education/Certifications/Licenses:
A high school diploma or GED is required.

Interpersonal Skills:
A significant level of trust and diplomacy is essential to be an effective subject matter expert in this role. In-depth conversations and explanations with members, colleagues, and external vendors of a sensitive nature are a regular part of the job. Communication may involve motivating, influencing, educating, and advising others on significant matters.

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