Client Service Representative I

2 weeks ago


Decatur, Illinois, United States 1ST MIDAMERICA CREDIT Full time
Job Overview

Position: Member Service Advisor I

Objective: To support members with their financial transactions, including the handling of cash and other negotiable instruments.

The role involves assisting both current and prospective members with their Credit Union requirements. This includes executing all teller transactions, elucidating services, establishing new accounts, addressing inquiries, and directing members to the appropriate departments.

Interactions may occur in person, via video banking, or through phone communication within the Member Support Center.


Key Responsibilities:

  • 60%: Greet members and provide essential information regarding services, guiding them to the correct department for specific inquiries. Assist members in opening and closing accounts, respond to product and service questions, and resolve issues within your authority. Refer complex matters to your supervisor with recommendations.
  • 20%: Identify opportunities for cross-selling and promote services and products to members.
  • 15%: Maintain accurate member account information in the computer system, ensuring that records are kept up-to-date and necessary reports are generated. Perform various tasks including sorting, copying, and data entry. Balance cash drawer and daily transactions.
  • 5%: Undertake additional duties as assigned, which may involve relocating to different service points as needed to uphold member service standards or assisting with member service calls.

Performance Metrics:

  1. Deliver prompt, accurate, courteous, and professional service to all members, ensuring timely assistance in the lobby and prompt responses to telephone inquiries and correspondence.
  2. Achieve monthly membership, product, and service targets.
  3. Enhance knowledge and skills in Member Service Areas.
  4. Process member transactions accurately and resolve inquiries in a friendly and efficient manner.
  5. Maintain a professional work environment and appearance.
  6. Exhibit a reliable record of attendance and punctuality.

Qualifications:

Experience: One to three years in a similar or related role.

Education: High school diploma or GED.

Interpersonal Skills: The role requires significant personal interaction with others both inside and outside the organization, necessitating first-level conflict resolution, relationship building, and cooperation. Discussions often involve confidentiality and discretion, requiring tact and diplomacy.

External Contacts: Interaction with the public (members or vendors) requires courtesy and professionalism in providing assistance and information.

Additional Skills: Proficient in operating a 10-key calculator, typewriter, and computer keyboard. Attention to detail is essential for managing numbers and names.


Disclaimer: Flexibility to work and travel to various locations as determined by management is required. This job description does not encompass all duties and responsibilities associated with the position.



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