SR. Member Service Representative

Position Summary

The Senior Member Service Representative delivers exceptional member service and will perform a variety of sales and service functions such as providing information on all Credit Union (CU) services, processing transactions, and effectively engages members in consultative cross selling of products and services that meet the member's specific needs. The Senior Member Service Representative is assigned to a branch and has full responsibility for overseeing the operations of the branch including opening and closing. All Retail team members must fully understand the CU's products and services and have the ability to assist members to use these products and services. The Senior MSR is expected to demonstrate assigned core competencies and meet assigned goals.

Responsibilities

• Responsible for opening and closing the branch. Performs branch and system balancing. 
• Aids and support to other members of the service team. Assist with community outreach programs. Perform other duties as required for the efficient operation of the branch. 
• Greet and welcome members to the CU in a courteous, professional and timely manner, providing prompt accurate and efficient member transactions. 
• Provide product and service information to existing members and prospective members. Anticipate and recognize member issues, complaints, or problems, and facilitate the resolution of these issues. 
• Open new accounts. Processes stop payment requests, payroll deduction, ATM pin changes, requests for new products and services and various other requests. 
• Process loan requests. Originate loan applications. Disburse approved loans. 
• Identify cross-sell opportunities and cross-sells products and services to members. Distributes information brochures and disclosures. Assist in meeting sales, membership, and promotional goals for the branch. Assist in meeting First Mortgage & Investment referrals. 
• Comply with BSA and SAR requirements. Perform other duties as required for the efficient operation of the branch. 
• Ensure compliance with all applicable federal regulations, including the Security and OFAC, Bank Secrecy Act, Fair Lending, and the SAFE Act. 
• Conduct outbound calling to follow up on new member accounts and/or acquire new member loan business.

Performance Expectations 

• Meet assigned goals. Recommend CU product and service solutions to members that will help our members' financial life to be better. 
• Perform Sr. MSR functions efficiently, effectively, accurately, and in accordance with established policies, standards, and security procedures. Adhere to and uphold all written policies and procedures of the CU, including BSA/CIP and OFAC monitoring and reporting, security operation, and personnel policies. 
• Reports and records are accurate, complete, and timely. 
• Cooperative and positive attitude towards members and CU team members. 
• Supervisors are appropriately informed of branch activities. 
• The CU's professional reputation is maintained and conveyed. Professional appearance and demeanor are maintained. 
• Dependable record of attendance and timeliness. 
• Demonstrate the CU's Core Values and Cultural Beliefs. 

Education & Experience 

• One year to three years of related work experience in sales and service experience for a financial institution. 
• Two-year college degree, or completion of a specialized certification or licensing, required. 
• Basic math/ computation and cash handling experience. 
• CU or banking products and services.

Skills & Abilities 

• Consistent excellent customer service skills. 
• Strong written, verbal, and interpersonal communication skills. 
• Problem-solving and conflict resolution capabilities. 
• PC skills (including Microsoft Office and banking platforms). 
• Ability to handle multiple tasks with attention to detail 

Other Pertinent Information 

• Regular and satisfactory attendance required. 
• Must maintain an acceptable personal credit history and be bondable. 

Summary of Physical Demands: 

While performing the responsibilities of the job, the employee is required to convey detailed or important instructions and ideas accurately, audibly and quickly; hear average or normal conversations and receive ordinary information; use hands to perform such tasks a computer typing, file maintenance, using telephones, ten key adding machines and related office equipment; regular and frequent movement requiring use of hands, writes, arms, fingers; visual acuity required to prepare, read, and inspect documents and interpret information on a PC screen.

This is primarily sedentary office work with occasional physical activity requiring lifting of small boxes/files. Ability to sit for long periods.