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Member Service Representative

2 months ago

Sugar Land, Texas, United States Nizaricu Full time
Job Summary

We are seeking a highly motivated and experienced Customer Service Representative to join our team at Nizari Progressive Federal Credit Union. As a key member of our team, you will be responsible for providing exceptional customer service, promoting the credit union's products and services, and ensuring a positive customer experience.

Key Responsibilities
  • Represent the mission and values of the credit union to customers, staff, and vendors
  • Provide interviews and tours to potential customers, and assist them in registering for products and services
  • Assist customers with all their financial services needs, and provide efficient services and products accordingly
  • Demonstrate a positive customer service focus at all times, and make eye contact, use customers' names, smile, and thank them for their business
  • Demonstrate teamwork in interactions with coworkers, and complete all duties and responsibilities
  • Demonstrate effective skills to interview prospective customers, sell membership, and enroll constituents using established procedures
  • Demonstrate competence in completing product registration using established procedures with accuracy and timeliness
  • Assist tellers by using full product knowledge of products and services to resolve complex transactions and issues
  • Work closely with the Customer Service Director to continually improve the credit union's performance, and drive overall operational excellence
  • Assist in monthly reconciliation of all new and closed accounts
  • Assist Branch Manager or Teller Manager in performing monthly surprise audits
  • Cross-sell credit union products and services to new and existing customers by being proactive in communication, and identifying needs and presenting information accordingly
  • Adhere to and ensure credit union compliance with regulations, including Anti-Money Laundering, USA PATRIOT Act, Bank Secrecy Act, OFAC, Fraud Protection, Security Procedures, and Privacy and Confidentiality requirements
  • Provide supervisor approval up to Freedom to Act Limitations
  • Ensure confidentiality of customer records, and request identification whenever necessary
  • Open and close the branch according to established procedures, as required
  • Alert supervisor of needed equipment and supplies before there are none
  • Respond to customer questions, concerns, and conflicts in an accurate, timely, and appropriate manner
  • Communicate to the supervisor any areas that raise concern from customers or constituents
  • Provide detailed, accurate, and timely information on schedules, costs, waiting lists, products, and facility information
  • Take responsibility at the beginning of the shift to check all communication and memos for daily updates, verify cash, and check that customer communication materials are stocked and the work area is neat
  • Work Nizari-sponsored and other events on or off-premises, as scheduled
  • Provide guidance and leadership to assist with training less experienced staff
  • Maintain branch cleanliness, appearance, and safety through periodic rounds using established procedures
  • Participate in professional enrichment opportunities and training
  • Take the initiative to complete clerical duties, follow-up items, or any other necessary tasks to keep the credit union running efficiently
  • Ensure that customers know that we care about their having a quality experience at the credit union
Administrative Duties and Responsibilities
  • Attend to phone calls in the teller area and answer basic membership calls
  • Perform clerical work such as filing
  • Maintain professional correspondence with customers
  • Maintain and update customer information on the computer system, such as address, phone number, and employment information
Qualifications and Experience Required
  • Interpersonal skills to represent the credit union in a positive way during customer contact
  • Prefer High School graduate with two years of experience
  • Accuracy in the handling of cash and recording daily transactions
  • Professional written and verbal communication and interpersonal skills
  • Able to work independently to provide excellent customer services within tight timeframes and simultaneously manage several requests
  • Able to quickly evaluate alternatives and decide on a plan of action
  • Able to think creatively
  • Must have a proven history of handling cash and knowledge
About Nizari Progressive Federal Credit Union

Nizari Progressive Federal Credit Union is a member-owned financial institution with over $240 million in assets. We serve over 13,000 members, and are committed to investing in the training, development, and well-being of all our employees.

What We Offer

Nizari is committed to offering a competitive salary plus benefits to our employees. We are a dynamic and growing organization, and we are looking for talented individuals to join our team.