Member Service Representative
1 month ago
At Mountain America Credit Union, we're dedicated to creating exceptional service experiences for our members. As a Member Service Representative, you'll play a vital role in helping our members achieve their financial goals. Your expertise will be invaluable in providing personalized service, explaining our products and services, and identifying opportunities to grow our members' financial well-being.
Key Responsibilities
• Provide exceptional member service by assessing needs, advising on products and services, and assisting with transactions.
• Recognize member needs, educate on financial management options, and cross-sell products and services through a consultation approach.
• Focus on increasing member satisfaction and account retention.
• Meet sales and service goals.
• Use lead lists to make outbound efforts to call existing members to provide additional consultation on our products and services.
• Resolve problems by clarifying member complaints, determining the cause, and providing the best solution.
• Follow up with member interactions with thank you notes and phone calls using our New Member Onboarding approach.
Branch Operations
• Maintain cash drawers and accurately process transactions in accordance with established policies and procedures.
• Initiate wire transfers, cashiers checks, and cash advances.
• Create VISA cards and open and process IRA transactions, certificates of deposit, and redeem savings bonds.
• Use judgment to place appropriate check holds and issue fee reversals.
• Assist fraud victims by processing fraud disputes.
• Represent the credit union in a professional manner, both in dress and in actions.
• Keep work areas neat and clean.
• Respond to email, voicemail, and other communication in a timely manner.
• Actively participate and complete product knowledge courses.
• Travel may be required.
• Comply with all regulations as required by law.
• Perform other duties as assigned.
Requirements
• At least six months of customer service experience.
• Industry experience preferred.
• High school diploma or equivalent.
• A valid driver's license is required.
• Proficient computer operating skills and understanding of Microsoft Office Suite (Outlook, Word, Excel).
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