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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 Member Service Representative is accountable for addressing all member inquiries and requests within the branch. This role encompasses a variety of daily transactions, including assisting members with their service needs, executing non-cash transactions when not stationed at the teller line, and providing guidance on delivery channels with an emphasis on eServices and the Call Center, alongside other account maintenance and financial operation tasks.

Key Responsibilities

  1. Handle all member service inquiries within the branch, performing a range of routine daily transactions, including assisting with service requests and executing non-cash transactions when not on the teller line.
  2. Allocate scheduled hours between the teller line and the platform as required.
  3. Ensure that every member receives exceptional service, fully understands our products and services, and is educated about referrals to Member Specialists for their financial needs when necessary.
  4. Perform teller duties when assigned to the teller line, adhering to the daily schedule while remaining flexible to support branch needs as directed by leadership. Complete transactions accurately and efficiently, ensuring an outstanding member experience with each interaction.
  5. Assist members with basic account requests, including account maintenance, account openings, and promoting eServices as appropriate. Engage Member Specialists as needed and ensure a smooth transition for members.
  6. Act as an advocate for members, liaising with internal departments, branch leadership, and the Retail Service Center when necessary. Utilize sound judgment in decision-making and seek additional input when appropriate. Share scenarios and member stories with the team during meetings to foster learning and consistency in member advocacy.
  7. Execute Lobby Leadership duties effectively as needed, ensuring consistency and supporting an exceptional member experience.
  8. Maximize collaboration with the Operations Servicing Department to address member needs, inquiries, and problem resolution, aiding in time management and availability within the branch.
  9. Understand and adhere to all policies and procedures, staying updated on changes and taking ownership of implementing any necessary adjustments in daily tasks.
  10. Be accountable for meeting or exceeding all components on the individual scorecard, contributing to branch goals and targets, including special campaigns or initiatives.
  11. Actively support an inclusive and diverse environment, sharing feedback and opinions openly, and leading by example with a member-first approach.
  12. Support the corporate mission and cultural values, managing diversity and inclusion, and escalating concerns to the Branch Manager and Senior Leaders.
  13. Perform duties related to the opening and closing of the branch, ensuring security and safety are prioritized.
  14. Carry out other assigned duties as necessary.

Qualifications

Minimum of 1 year of cash handling experience combined with retail sales experience; banking experience is preferred.

Required Skills

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

Additional Requirements

Flexibility in work schedule is required, including Saturdays and rotation within the branch network.

Physical Requirements

Must be able to:

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