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Member Support Representative
2 months ago
Full-Time Member Services Associate
Job Category: MEMBER SERVICE
Requisition Number: FULLT001307
Position Overview
The primary objective of this role is to support Members First Credit Union in fulfilling its mission: to foster a brighter future. To accomplish this, the position must embody our brand promise: We believe in you. Our commitment is to be reliable, compassionate, and eager to assist you in achieving your goals. This will be realized by embodying our core values in every interaction with both internal and external members.
Core Values
+ Reliable
We provide exceptional service through expertise.
We can be counted on to act with integrity.
We aim to surpass expectations.
+ Compassionate
We are dedicated to uplifting others and promoting positivity.
We treat everyone with respect and without bias.
We give our best when we collaborate.
+ Eager
We are dedicated and passionate individuals.
We strive to enhance joy and enjoyment.
We excel by discovering innovative ways to assist.
Key Responsibilities
Deliver on the Credit Union's commitments in every service interaction.
Develop and maintain a strong understanding of our products.
Assess members' financial needs and suggest suitable Credit Union solutions.
Manage, operate, and reconcile a cash drawer on a daily basis.
Additional Duties
The following points outline the general nature and level of work expected in this position. This is not an exhaustive list of all responsibilities and skills required. Other tasks may be assigned as necessary.
Identify opportunities to deepen member relationships by assessing needs for additional products and services and recommending suitable Credit Union solutions.
Notify members with overdue payments.
Maintain performance standards in sales and service.
Process members' cash and check transactions, including deposits, withdrawals, check cashing, and loan payments.
Address inquiries regarding members' accounts, statements, and transaction histories.
Process check orders as necessary.
Sell Visa Gift and Travel Cards, as well as cashier's checks and money orders.
Collect any applicable fees for services rendered.
Answer phone calls and address inquiries.
Handle mail processing as required.
Assist other departments with clerical tasks as needed.
Sales Expectations
Effectively utilize sales skills and behaviors.
Build rapport with existing and prospective members. Propose products and services that enhance their financial well-being.
Support the onboarding process to strengthen relationships with new members.
Ensure members receive comprehensive service.
Other Responsibilities
Participate in educational events as required.
Perform other duties as assigned.
Qualifications and Expectations
To successfully fulfill this role, an individual must be able to perform each essential duty effectively. The following qualifications are representative of the expectations for this position:
Strive to exceed goals set by the credit union, department, and personally.
Team-oriented.
Dependable.
Highly organized.
Produces accurate results.
Effectively communicates with others.
Presents a professional demeanor.
Maintains a high level of knowledge regarding credit union philosophy, products, and services.
Courtesy, tact, and diplomacy are essential elements of this role. Work involves personal contact with others inside and outside the organization, generally concerning routine matters for the purpose of providing or obtaining information, which may require some discussion.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
Ability to lift up to 25 pounds.
Able to sit or stand for 2-4 hours at a time.
Work Environment
Maintain a tidy and organized workspace.
Regularly clean and disinfect work areas (e.g., teller stations, desk surfaces, phones, electronic equipment).
Ensure confidentiality of credit union staff and members by securing workstations when unattended.
Education and Experience
Minimum high school diploma or equivalent.
Ability to operate a 10-key calculator and typewriter.
Six months of prior cash handling experience.
Experience using a personal computer.
Ability to communicate clearly and concisely with members and staff.
Good working knowledge of all credit union products and services.
Proficiency in Microsoft Word, Excel, and Outlook.
