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Member Service Representative

2 months ago

Bowling Green, Kentucky, United States Service One Credit Union Full time
Job Summary

This role is responsible for delivering exceptional service to every member and associate. A Member Service Specialist provides timely, courteous, and professional paying and receiving services, and responds to complex service issues in-person and over the telephone. They maintain an in-depth knowledge of all Credit Union products, services, and programs, and demonstrate the cross-sales and referral process. This position requires cross-training on all branch-related systems and equipment, and demonstrates teamwork through positive interaction and cooperation with other departments, fellow associates, and members of management.

Key Responsibilities
  • Welcome and serve members in a friendly and courteous manner, thanking the member for their business and using the member's name during the transaction.
  • Ensure compliance with all applicable regulatory requirements.
  • Exercise discretion when dealing with confidential information.
  • Comply with member identification procedures.
  • Maintain an in-depth knowledge of all Credit Union products, services, and programs.
  • Perform opening and closing procedures for the main vault and branch.
  • Provide member services such as checkbook orders, stop payments, etc.
  • Order debit cards and resolve debit card issues, including disputes.
  • Handle more complex account servicing issues, maintenance, and troubleshooting, including fraud.
  • Answer incoming phone calls and respond to in-depth member inquiries and requests.
  • Perform duties as required for the overall management and operation of the Credit Union.
Additional Responsibilities
  • Maintain a working knowledge of Electronic Services, such as Mobile Banking, Home Branch, Bill Pay, etc.
  • Service, balance, and replenish the ATM, Cash Dispenser/Recycler, and coin counter (if applicable).
  • Establish membership and open basic consumer deposit accounts.
  • Assist with the training and development of new team members.
  • Provide coverage for the Call Center as needed.
  • Serve as the backup to the Senior Member Service Specialist.
Requirements
  • High school diploma or GED.
  • Minimum two years of similar or related experience, including customer service and/or cash handling experience.
  • Minimum one year of previous Teller experience preferred.
Qualifications
  • Must be able to speak, read, write, and understand English.
  • Basic clerical skills and knowledge of general office equipment.
  • Good mathematical skills and business aptitude.
  • Positive, outgoing personality and a 'can-do' attitude.
  • Strong verbal and written communications skills.
  • Intermediate computer skills with the ability to work in Window-based systems/Microsoft applications.
  • Bilingual language skills a plus.
  • Ability to work various schedules and on Saturdays.
  • Ability to travel to other branches as needed.