Member Service Representative

Come join our 2024 Houston Chronicle Top Workplace team

Our Member Service Representatives are the first faces our members see when they walk into a branch. If you are friendly, have an outgoing personality and love helping people then this is the right position for you You'll get to assist them with account transactions, talk to them about products or services that might be of benefit to them as well as providing account maintenance and research.

At ACU of Texas we take pride in providing our employee's with advancement opportunities. So if you are looking for a company to grow with, you've found it

As part of our application process, we also ask that you set aside 10-12 minutes to complete a 2 page survey for the Member Service Representative position. This is a tool that we'll use to better understand the training and development needs of our employees, including how they prefer to be managed and communicated with. To take the survey, CLICK HERE.

Here are some of the perks you'll get when working at ACU of Texas:

• Health Insurance Benefits: Effective after 30 days
• Earn up to $500 extra each month in incentives
• Sunday's off
• Paid Holidays
• Paid time off: Starts accruing on your first day
• 401(K) Options, which now includes a Student Loan Repayment Match option
• Tuition Reimbursement Program
• And many more

The position responsibilities are:

• Stands and greets everyone entering the branch with the appropriate credit union greeting.
• Provides excellent service by mentioning and educating our members on credit union and partner products and/or services identified while assisting the member beyond their initial transaction.
• Represents the credit union to members in a courteous and professional manner and provides prompt, efficient, and accurate service in the processing of transactions. Utilize feedback in member surveys/ google reviews to maintain or improve member service experience.
• Provides general information to the members whether by phone or in person. Responds to members' requests, problems, and complaints and/or escalates them to the supervisor on duty for specific information or assistance.
• Assist management with maintaining dual control and compliance and audit standards.
• Processes member requests or transactions including, but not limited to, deposits, withdrawals, loan and credit card payments, and paying/receiving of negotiable items.
• Ensures all MSR and branch cash handling procedures are followed as outlined by policy and procedure.
• Complies with all credit union policies, and procedures, as well as all state and federal regulations including the Bank Secrecy Act (BSA) to protect the credit union and it's members.
• Assists branch management with the dual control procedures to include the processing of ATM, vault, plastics, cash shipments and night-drop procedures.
• Submits all appropriate documents to the credit union's document capture system.
• If the request concerns a different department then the MSR is responsible for directing the member to the proper department.
• Attend and participate in all new hire and required training to increase job knowledge and skills. Continue to utilize Wiki, Payday Updates and other resources from training to maintain current knowledge and skills.

Note: The list of duties is not exhaustive. It may be supplemented as necessary from time to time.

Education/ Certifications/Licenses

High School Diploma

Experience

Six months of similar or related experience including time spent in preparatory positions.

Interpersonal Skills

Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.

Competencies

• Interpersonal Skills
• Knowledge & Skills (Frontline)
• Member Focus
• Product & Service Promotion

American with Disability Specifications

Physical Demands

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 the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

Work environment characteristics 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 the essential functions.

While performing the duties of this job, the employee is not exposed to weather conditions.

The noise level in the work environment is usually moderate.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.