Member Service Representative

Summary/Objective

At R.I.A. Federal Credit Union, the primary focus of the Member Service Representative is to improve the financial well-being of our members. This is accomplished through:

• Relationships: Building relationships is integral to the success of R.I.A. As a community credit union, R.I.A.s Member Service Representative will invest the time to get to know members and take care of their needs while finding opportunities to improve their financial well-being.
• Integrity: In an era of big banks and big data, operating with integrity is becoming a more difficult trait to find in a financial institution. An R.I.A. Member Service Representative is committed to handling members finances and data in a manner that is ethical, transparent, and professional.
• Action: Not content with business as usual, R.I.A. is action oriented. From helping a member solve a financial challenge to positively impacting the community through volunteering and sponsorships, R.I.A. is motivated to action.

Essential Functions

Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions

1. Learn and Educate: The Member Service Representative must maintain high levels of product/services knowledge so in turn they can educate members and prospective members on R.I.A.s products and services. This position also requires continuing education and to attend various meetings/trainings as requested.
2. Interact: The Member Service Representative interacts with members and prospective members specific to deposit and loan accounts. Since these interactions are in-person and can be over the phone, creating a pleasant experience for R.I.A. members is vital. A Member Service Representative is also expected to cooperate with the branch team and ensure a team effort is enforced. This position also requires on-going communication with the Branch Manager and/or Assistant Branch Manager.
3. Perform: The Member Service Representative will perform banking transactions including but not limited to loan payments, transfers, and various other teller duties, open new accounts and loans, and numerous other financial transactions. If the need arises the Member Service Representative will be the acting supervisor in the absence of the Branch Manager and Assistant Branch Manager. Being able to properly open and close the branch will be required.
4. Uncover and Refer: As a not-for-profit financial institution, we have a responsibility to uncover opportunities to improve the financial well-being of those with whom we interact. The most important characteristic of a successful Member Service Representative is the ability to find these opportunities and convert them into success for our members. Should opportunities arise to help a member with an additional product or service, the Member Service Representative is expected to close business or refer leads to the respective teams to act. Being knowledgeable and able to recommend the best options for R.I.A. members is critical.
5. Compliance: A strong understanding and adherence to Policy and Procedure is a requirement for success as a Member Service Representative at R.I.A. This includes maintaining current knowledge of R.I.A.s philosophy as well. Maintain and enforce maximum security over the credit union, cash, and other valuable on hand by following safety and security rules.

Competencies

• Business Acumen
• Highly Motivated
• Confidentiality
• Financial Acumen
• Dependable and Dedicated
• Respectful
• Collaborative
• Can learn and evolve
• Trustworthy
• Ethical Practice
• Adaptable
• Trustworthy/listens well
• Attention to detail and solid organizational skills
• Ability to work with disgruntled people and in stressful situations
• Strong written and verbal communication skills
• Takes initiative; problem solve
• Relates well to employees at all levels; relationship-builder

Supervisory Responsibility

No supervisory responsibilities unless Branch Manager and Assistant Branch Manager are out of the office.

Physical Demands

While performing the duties of this job, the employee is regularly required to spend considerable time sitting at a desk, complete work using a computer, regularly answer phone calls, and interact with employees at all levels of the organization. The employee will occasionally lift and move up to 25 pounds.

Type/Expected Hours of Work

This is a full-time position. While normal hours of work and days for R.I.A. Federal Credit Union are Monday through Thursday, 8:00 a.m. to 5:00 p.m., Friday, 8:00 a.m. to 6:00 p.m., and Saturday 8:00 a.m. to 12:00 p.m., hours for this position reflect branch attendance, but may vary based on job related requirements.

Travel

Less than 10% travel is expected for this position; some local travel in the Quad City area.

Required Education and Experience

1. High School graduate or G.E.D., required.
2. Two years secondary education in related field or equivalent work experience, preferred.
3. Experience in customer service, banking, and electronics, preferred.

EEO Statement

R.I.A. Federal Credit Union believes in equal employment opportunity for all employees and applicants for employment. Our companys success depends on the effective utilization of qualified individuals regardless of their race, creed, color, religion, sexual orientation, age, ancestry, national origin, disability, military or veteran status or any other characteristic protected by law. We will not discriminate on the basis of these characteristics in a personnel action including, but not limited to, hiring, training, promotions, transfers, demotions, benefits, compensation, discipline, termination and any other conditions or privileges of employment.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time to adjust and adapt to the changing needs of the business.