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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 accurate records while providing comprehensive information about the products and services available at Topside Federal Credit Union.

Key Responsibilities

  • Ensure accuracy in financial transactions for checking, savings, and loan members. 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 managers in fulfilling member requests and verifying merchant information.
  • Maintain a professional work environment by presenting a polished appearance and fostering a positive attitude towards members and colleagues.
  • Advise current and potential members on eligibility for membership, available products, and services while identifying opportunities for cross-selling.
  • Assist members with 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 in preparatory roles. Experience in customer service, particularly in a call center, retail banking, or financial institution is preferred.

Education
A high school diploma or GED is required.

Interpersonal Skills
Exemplary courtesy, tact, and diplomacy are crucial for this role. The position involves regular interaction with individuals both inside and outside the organization, typically concerning routine matters that require information exchange and advice.

Physical Requirements
Ability to bend, sit, and stand for extended periods to perform primarily sedentary tasks with limited physical exertion, including occasional lifting of up to 10 lbs. Must be capable of navigating stairs in emergency situations and operating standard office equipment.

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

Mental and Emotional Requirements
Must be able to work independently or as part of a team, follow various instructions, and communicate clearly. Ability to handle diverse personalities and maintain professionalism under pressure is essential. Must manage multiple priorities effectively while exercising discretion regarding 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 does not guarantee employment for any specific duration.