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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 role involves managing all member service inquiries within the branch. This includes executing a range of standard daily transactions for members, such as assisting with service requests, conducting 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 operations tasks.

Key Responsibilities

  1. Manage all member service inquiries within the branch. Execute a variety of standard daily transactions for members, including assisting with service requests and conducting non-cash transactions when not stationed at the teller line. Educate members on delivery channels, emphasizing eServices and the Retail Service Center, along with other account maintenance and financial operations tasks.
  2. This position will require a balance of scheduled hours between the teller line and platform services.
  3. Ensure that every member receives exceptional service, fully understands our products and services, and is educated about and referred to our Member Specialists for their financial needs when necessary.
  4. Perform teller duties when assigned to the teller line. Adhere to the daily schedule at the branch while remaining flexible to support branch needs as directed by leadership. Complete transactions accurately and efficiently, ensuring an outstanding member experience with every interaction.
  5. Assist members with basic account inquiries, including account maintenance, account openings, and promoting eServices as appropriate. Engage Member Specialists as needed and ensure a smooth transition for members to the Member Specialist.
  6. Advocate for members and act as a liaison with all internal departments, branch leadership, and the Retail Service Center when necessary. Exercise sound judgment in decision-making and seek additional input when appropriate. Share scenarios and member stories with the branch team during meetings to foster learning and consistency in member advocacy.
  7. Effectively carry out Lobby Leadership duties as required. Ensure consistency in Lobby Leadership and support an exceptional member experience with every interaction.
  8. Maximize collaboration with the Operations Servicing Department to address member needs, inquiries, and problem resolution. Utilize this partnership to enhance time management and availability within the branch.
  9. Understand and adhere to all policies and procedures. Stay updated on changes and take ownership of implementing any changes while performing daily tasks and responsibilities.
  10. Accountable for meeting or exceeding all components on the individual scorecard (both metrics and behaviors) and contributing to achieving branch goals and targets, including any special campaigns or initiatives.
  11. Actively participate in fostering an inclusive and diverse environment, openly sharing and escalating feedback, opinions, and thoughts, and leading by example with a member-first approach.
  12. Lead by example by supporting the corporate mission, cultural values, and managing diversity and inclusion. Escalate concerns and share insights with the Branch Manager, Retail Support team, and Senior Leaders.
  13. Responsible for executing duties related to the opening and closing of the branch, ensuring security and safety are prioritized. Perform assigned duties for opening and closing.
  14. Carry out other duties as assigned.

Experience Requirements

A minimum of 1 year of cash handling experience combined with retail sales experience is required. Banking experience is preferred.

Required Skills

The following skills and abilities are essential:

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

Special Requirements

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

Physical/Other Requirements

Must be able to:

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