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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, and fulfilling requests while maintaining an accurate database. Provide comprehensive information about the products and services available at Topside Federal Credit Union.

Key Responsibilities

  • Ensure accuracy in financial transactions for both checking and savings accounts as well as loans. Investigate and resolve discrepancies related to member accounts. Process changes of address, stop payments, and loan payments efficiently.
  • 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 managers in fulfilling member requests and verifying merchant information.
  • Maintain a professional work environment by presenting a clean and tidy appearance and fostering a positive attitude towards 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, particularly in a call center, retail banking, or financial institution is preferred.

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

Interpersonal Skills
Strong courtesy, tact, and diplomacy are essential. The role involves personal interactions with others, typically regarding routine matters, which may require brief discussions for information exchange or advice.

Physical Requirements
Ability to bend, sit, and stand to perform primarily sedentary work with limited physical exertion. Occasional lifting of up to 10 lbs is required. Must be capable of navigating stairs in emergency situations and operating standard office equipment, including computers and telephones.

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

Mental and Emotional Requirements
Must be able to perform job functions independently or with minimal supervision, effectively working alone or as part of a team. Clear communication skills are necessary for delivering information logically and understandably. The role requires the ability to manage diverse personalities professionally and maintain high levels of member service and discretion.

Note
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.