Senior Member Service Representative

2 weeks ago

Mount Pleasant, Michigan, United States Isabella Community Credit Union Full time

Job Summary

Isabella Community Credit Union is seeking a highly skilled Senior Member Service Representative to join our team. As a key member of our branch staff, you will be responsible for providing exceptional service to our members, ensuring their needs are met, and exceeding their expectations.

Key Responsibilities

  • Assist members with opening and closing accounts, processing transactions, and addressing their concerns and complaints.
  • Identify opportunities to cross-sell additional products or services to members.
  • Provide information about products or services to members via telephone or in-person.
  • Maintain accurate member account information on our computer system and prepare required reports for management.
  • Act as a liaison between members and various departments.
  • Perform other job-related duties as assigned.

Performance Measurements

Provide informed, prompt, and accurate service to all members and associates by greeting and waiting on members in the lobby within three minutes, answering the telephone within three rings, and responding to messages or correspondence within one hour.

Open all accounts, certificates of deposit, and other Credit Union products or services in accordance with federal regulations, ensuring all related forms and documents are completed and filed/scanned in a timely manner.

Carry out assigned duties and responsibilities with minimal errors according to established branch standards.

Actively cross-sell products and services to members to achieve or exceed 100% of all established individual goals and 75% of all branch sales goals.

Troubleshoot and resolve member and internal inquiries in a timely and accurate manner, communicating the resolution to affected parties.

Ensure compliance with all applicable Credit Union policies, procedures, and regulations.

Maintain a professional work environment and businesslike appearance.

Requirements

One year to three years of similar or related experience.

A high school education or GED.

Working knowledge of principles and processes for providing member and personal services.

Actively looks for ways to help people.

Communicates information and ideas in speaking so others will understand.

Working knowledge of related computer systems and applications.

Physical Requirements

Prolonged periods sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at a time.

Work Environment

Fast-paced team environment fostering teamwork with open communication and collaboration.

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