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Member Service Representative

2 months ago

Columbus, Georgia, United States Kinetic Federal Credit Union Full time
Job Overview

Position Title: Teller Specialist

Reports To: Contact Center Manager/Operations Manager/VP – Chief Operations Officer/EVP/President-CEO

Classification: Non-Exempt

Objective:

The Teller Specialist plays a crucial role in engaging members through the Personal Teller Kiosk. This position encompasses a variety of responsibilities including, but not limited to, managing inquiries regarding account balances, processing transfers, loan payments, withdrawals, and providing customer support for both deposit and loan accounts. The specialist actively seeks opportunities to enhance member relationships with Kinetic Federal Credit Union. They are tasked with delivering service and support for member requests, which may range from routine inquiries to complex issues requiring in-depth research and problem-solving skills. A high level of professionalism, effective communication via digital platforms, and integrity are essential attributes for success in this role. This position requires a commitment to meeting Kinetic's performance standards while fully addressing member needs.

Key Responsibilities:

  1. Ensure efficient and accurate execution of teller functions through the Personal Teller Kiosk.
  • Represent the Credit Union with professionalism and courtesy.
  • Exhibit a positive demeanor and effective communication skills during virtual interactions.
  • Provide prompt, confidential, and precise service to members while processing transactions.
  • Verify member identification and ensure compliance with financial transaction standards.
  • Process member deposits and loan payments.
  • Handle withdrawals and account transfers, as well as balance inquiries.
  • Detect and resolve discrepancies in transactions promptly.
  • Maintain proficiency in operating the Personal Teller Machine (PTM).
  • Balance daily transactions and verify cash totals, addressing any out-of-balance conditions.
  1. Deliver effective member service functions.
  • Present and clarify Credit Union services and products to members, assisting in fulfilling their financial needs.
  • Utilize consultative selling techniques to identify member needs and make suitable recommendations.
  • Actively promote loan products and services, facilitating referrals to other departments.
  • Address member inquiries and resolve issues by gathering information and providing solutions.
  • Perform necessary file maintenance and account modifications.
  • Keep members informed about Credit Union services, policies, and available account options.
  • Uphold the Credit Union's professional reputation while ensuring member privacy.
  1. Manage electronic account access and respond to service inquiries initiated through the website.
  2. Facilitate communication with members through email and fax for account-related activities.
  3. Build relationships with members utilizing the Personal Teller Kiosks, offering tailored product and service recommendations.
  4. Take ownership of member interactions, ensuring follow-up and resolution of issues.
  5. Resolve member complaints by demonstrating thorough knowledge of Credit Union processes.
  6. Engage in ongoing training and development to enhance personal competency.
  7. Identify opportunities for process improvements within the Credit Union.
  8. Participate in annual training to stay updated on compliance regulations.
  9. Notify leadership of any necessary Suspicious Activity Reports (SAR) in accordance with regulations.
  10. Adhere to all Bank Secrecy Act/Anti-Money Laundering policies.
  11. Contribute to the Credit Union's community involvement initiatives.
  12. Complete required Information Security Awareness training.
  13. Comply with regulatory requirements such as GLBA, Safe Act, and others.

Additional Responsibilities:

  1. Maintain a professional image while representing the Credit Union.
  2. Exhibit exceptional customer service skills, demonstrating tact and diplomacy.
  3. Respond to member prompts effectively, offering relevant financial products and services.
  4. Communicate professionally and courteously, especially in challenging situations.
  5. Organize tasks efficiently to manage multiple priorities and meet deadlines.
  6. Demonstrate a strong work ethic and initiative in achieving team goals.
  7. Possess a working knowledge of standard business software and the Credit Union's operating system.
  8. Utilize consultative selling skills to enhance member financial services.
  9. Maintain high standards of security, accuracy, and thoroughness in documentation.
  10. Adapt to unexpected events and attend meetings as required.
  11. Manage workload effectively, adapting to fluctuations in pace.
  12. Acquire knowledge of federal and state financial regulations.

Qualifications:

A high school diploma or equivalent is required, along with relevant language, math, and reasoning skills. A minimum of two years of experience in sales or retail within a goal-oriented environment is preferred. Ongoing education and training are encouraged.

Work Environment:

This role involves continuous interaction with members and staff, requiring strong judgment and negotiation skills. The position necessitates frequent standing, walking, and sitting, with the ability to lift and move items weighing up to 25 pounds. The work schedule may vary to meet organizational needs.

Access to the Credit Union's network and core data processing system is required, with roles assigned by the Chief Operations Officer.