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Member Services Representative

2 months ago

Fredericksburg, Virginia, United States Topside Federal Credit Union Full time
Job Overview

Position Summary
Assist members and prospective members by identifying their needs, addressing inquiries, resolving issues, processing requests, and maintaining an accurate database while providing comprehensive information about the products and services available at Topside Federal Credit Union.

Key Responsibilities

  • Efficiently handle financial transactions for both checking and savings accounts, as well as loans. Investigate and resolve discrepancies related to member accounts. Manage address updates, stop payments, and loan payment processing.
  • Adhere to all organizational policies and procedures, as well as relevant laws and regulations, including but not limited to the Bank Secrecy Act and the Patriot Act.
  • Support other departments and branches with transactions as necessary, assisting department and branch managers in fulfilling member requests and verifying merchant information.
  • Maintain a clean, organized, and professional work environment, demonstrating a positive attitude and demeanor towards both members and colleagues.
  • Guide current and potential members regarding eligibility for membership, as well as available products and services, while identifying opportunities for cross-selling.
  • Assist members in submitting applications for overdraft protection and debit cards, and help resolve disputes related to debit and credit card transactions.

Qualifications

Experience
Up to six months of relevant experience, including time spent in preparatory roles. Experience in customer service, preferably within a call center, retail banking, or financial services environment.

Education/Certifications
A high school diploma or GED is required.

Interpersonal Skills
Exemplary courtesy, tact, and diplomacy are essential. The role involves regular personal interaction with others, both within and outside the organization, typically concerning routine matters to provide and gather information.

Physical Requirements
Ability to bend, sit, and stand for primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing and descending stairs in emergency situations. Proficient in operating standard office equipment, including computers, telephones, copiers, and calculators. Must be able to perform computer work for an average of 6-8 hours per day, as needed.

Working Environment
Work is typically performed indoors in a climate-controlled shared workspace with moderate noise levels.

Mental and Emotional Requirements
Ability to perform job functions independently or with minimal supervision, working effectively either individually or as part of a team. Must be able to read and follow various instructions and communicate clearly. Capable of maintaining composure under pressure and managing multiple priorities effectively while exercising discretion in handling confidential matters.

Disclaimer
This job description does not restrict management's right to assign or reassign duties and responsibilities at any time. Reasonable accommodations may be made for individuals with disabilities to perform essential functions. This description is not a contract and should not be interpreted as a guarantee of employment for any specific duration.