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Member Service Representative

2 months ago

San Antonio, Texas, United States Generations Federal Credit Union Full time
Job Overview

Position Summary

The Member Service Representative is accountable for addressing all service inquiries from members within the branch. This role encompasses a variety of routine daily transactions, including assisting members with their service needs, executing non-cash transactions when not stationed at the teller line, and educating members on various delivery channels, particularly focusing on eServices and the Call Center, along with other account maintenance and financial operation functions.

Key Responsibilities

  1. Manage all member service inquiries within the branch, executing a range of routine daily transactions, including assisting with service requests and performing non-cash transactions when not at the teller line.
  2. This role will require dividing scheduled hours between the teller line and the service platform.
  3. Ensure every member receives exceptional service, fully comprehends our products and services, and is educated about and referred to our Member Specialists for their financial needs when appropriate.
  4. Perform teller duties when assigned to the teller line, adhering to the daily schedule while remaining flexible to support branch needs as directed by leadership. Complete transactions accurately and efficiently, ensuring an outstanding member experience with each interaction.
  5. Assist members with basic account inquiries, including account maintenance, account openings, and promoting eServices as appropriate. Engage Member Specialists as necessary and ensure a smooth transition for members.
  6. Act as an advocate for members, liaising with internal departments, branch leadership, and the Retail Service Center when necessary. Utilize sound judgment in decision-making and seek additional input when required. Share scenarios and member stories with the team during meetings to foster learning and consistency in member advocacy.
  7. Effectively execute Lobby Leadership responsibilities as needed, ensuring consistency and supporting an exceptional member experience with every interaction.
  8. Maximize collaboration with the Operations Servicing Department to address member needs, inquiries, and problem resolution, while managing time effectively within the branch.
  9. Understand and adhere to all policies and procedures, staying updated on changes and taking ownership of implementing any updates in daily tasks.
  10. Be accountable for meeting or exceeding all components on the individual scorecard, contributing to branch goals and targets, including any special initiatives.
  11. Actively support an inclusive and diverse environment, sharing feedback and opinions openly, and leading by example with a member-first approach.
  12. Demonstrate leadership by supporting the corporate mission and cultural values, managing diversity and inclusion, and escalating concerns to the Branch Manager and Senior Leaders.
  13. Ensure proper execution of duties related to the opening and closing of the branch, maintaining security and safety as a primary focus.
  14. Perform additional duties as assigned.

Qualifications

Minimum of 1 year of cash handling experience combined with retail sales experience; banking experience is preferred.

Required Skills

Candidates must possess the following skills and abilities:

  • Outgoing, sales-oriented personality.
  • Strong customer service orientation and ability to work effectively under pressure.
  • Proficiency in Microsoft Office Suite.
  • Excellent communication skills, both oral and written.
  • Fluency in Spanish is preferred.

Special Requirements

Flexibility in work schedule is required, including availability on Saturdays and willingness to rotate within the branch network.

Physical Requirements

Must be able to:

  • Stand or sit for extended periods.
  • Lift up to 50 lbs.
  • Climb, stoop, and kneel as necessary.