Member Service Representative

4 weeks ago

Martinez, United States SHELL WESTERN STATES FEDERAL CREDIT UNION Full time

Shell Western States Federal Credit Union is seeking a Member Service Representative to join a well-established Credit Union located in Martinez, CA (94553).

About the Role:

Serve as a liaison between the members and the credit union. Provide account information by phone or in person, as well as information on the full range of credit union products and services. Answer member questions, resolve issues, and professionally handle the member’s daily needs. Provide a variety of transactional services to members. Open accounts for members, resolve issues, and professionally handle the member’s daily needs.

What You’ll Do:

  • Greet and welcome members and visitors to the credit union in a professional manner. Provide prompt, efficient, and accurate service in the processing of transactions.
  • Maintains a cash drawer with funds not to exceed the established limits.
  • Receive share drafts/checks and cash deposit to accounts, verify amounts, check dates, examine share drafts/checks for proper endorsement, and enter deposits into computer records.
  • Cash share drafts/checks and process withdrawals; pay out money after verification of signatures and member balances.
  • Process RDC deposits.
  • Process withdrawals from accounts and/or share draft/check cashing, verify amounts, and enter withdrawals into system accurately.
  • Promote, explain, and cross-sell other credit union products and services, IRAs, certificates, debit cards, on-line banking, mobile banking, remote deposit, and other products and services based on member’s needs obtained from member interaction and/or review of member’s account.
  • Receive mortgage, consumer loan, and other payments, and ensure the payments match balances due. Enter payments into the computer. Generate member receipts.
  • Balance cash drawer and scan and balance checks at the end of the shift. Research and resolve discrepancies. Report any discrepancies/outage to the supervisor immediately. May help other tellers research and resolve discrepancies.
  • Ensure that the teller station is properly stocked with forms, supplies, brochures, etc. and new membership packets are available.
  • Responsible for distributing mail, processing mail and night drop deposits and preparing outgoing mail.
  • Order bank and personal checks and issue temporary checks at account opening.
  • Order new debit cards for primary and joint owners who currently have existing checking accounts, but no debit cards tied to the account.
  • Order replacement debit cards for members who had their debit cards lost, stolen or fraudulent transactions.
  • Process in person change of address requests (including phone and email updates) and in person dormant removal requests.
  • Process in person change of address requests (including phone and email updates) and in person dormant removal request.
  • Perform account closure for savings and checking accounts and Certificate of Deposits.
  • Provide in-person and by-telephone general and specific service-related information concerning credit union services or policies.
  • Respond to members’ requests, problems, and complaints and/or direct them to the appropriate person for specific information and assistance.
  • Answer incoming calls and retrieve General Voicemail and respond to them.
  • Up-to-date and comprehensive knowledge of all credit union products and services that are handled or promoted by Member Service Representatives. Up-to-date and comprehensive knowledge of all related policies and procedures, rules, and regulations.
  • Open new accounts, service existing accounts and close accounts per member request. Complete new account packet and provide members with all necessary disclosures.
  • Prepares both mail and walk-in application for review by Management. This includes verifying that the applicant is within the field of membership and is screen on OFAC and ChexSystems.
  • Scan and file all correspondence to member’s account.
  • Research accounts for deposit, withdrawal, and loan-payment discrepancies.
  • Process IRA contributions and withdrawals.
  • Post investment checks and recovery checks.
  • Assist members with completing debit card fraud and merchant disputes including ACH disputes and share draft affidavit of forgery.
  • Process in branch and online debit card applications, debit card temporary limit increases, and travel notes.
  • Processing returned/bad address received in the mail.
  • Process mail and electronic requests for change of address (including phone and email updates) and dormant removal requests.
  • Process Stop payments.
  • Mail notices for members regarding overdrafts and NSF items. This includes returned checks and piggyback items.
  • Verify and process the Falcon Notifications through CO-OP Extranet.
  • Serve as back up for the Head teller, printing and verifying the check register daily, verify that we have copy of all the bank checks processed the previous day and second signature on checks over 10K.
  • Serve as back up for the Head teller, verifying and printing the Automated/Mail check printing daily.
  • Serve as back up for the Head teller, responding to the request of Asset Verification Service (AVS) in a time manner.
  • Serve as back up for the Head teller, processing Levy, and Verification of Deposit (VOD).
  • Serve as back up for the Head teller, processing end day balancing of cash and checks for the branch.
  • Serve as back up for the Head teller, processing collections transfer per Collections Officer request.
  • Process levy, VOD, and incoming and outgoing wires.
  • Up-to-date and comprehensive knowledge on all credit union products and services that are handled or promoted by MSRs and related policies, procedures, rules, and regulations.
  • Performs other related duties as assigned by management.

Our Ideal Candidate:

Education and Experience

  • High School diploma or general education degree (GED).
  • 1+ years of experience in a Credit Union, bank, or finance company performing cash and telephone transactions and 6 months of opening accounts.
  • Prior customer interactive experience.

Skills and Abilities

  • Good communication and human relation skills.
  • Computer entry skills.
  • Knowledge of 10 keys.
  • Ability to perform basic math functions.

What We Offer:

  • $18 / hour.
  • Competitive benefits package available.

Equal Opportunity Employer

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