Employment

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POSITION TITLE: Member Service Representative 

POSITION REPORTS TO: Member Service Manager

 

POSITION PURPOSE: Greet and assist credit union members, in-person or via phone. Provide assistance with member service functions such as opening/closing accounts, IRAs, CDs, etc. Perform other duties such as mail distribution and ordering credit union supplies. Assist other departments as needed.

 

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Greet and direct members, as well as, answer telephone inquiries. Ensure calls are directed to the proper department. Process financial and member service transactions in a courteous and efficient manner.

2. Perform duties including opening/closing accounts, share drafts, CDs, IRAs, trusts, UGMAs, various member/account verifications such as SSI or AVS, etc.

3. May perform card services duties such as ordering cards, placing holds on cards, balancing card service reports, fraud, posting debits/credits, etc.

4. Research and resolve member inquiries regarding account statements, disputes, and monetary adjustments. Assist with online banking inquiries.

5. Balance and complete required reporting daily.

6. Order supplies for credit union, order checks, process address changes, mail letters for overdrawn accounts, etc.

7. Process and distribute mail daily.

8. May perform notary services as required.

9. Cross-sell other credit union services.

10. Perform other duties, projects or tasks as assigned.

QUALIFICATIONS

 

EDUCATION/CERTIFICATION: A high school education or GED.


REQUIRED KNOWLEDGE: 

Thorough knowledge of principles and processes for providing member and personal services. This includes member needs assessment, meeting quality standards for services, and evaluation of member satisfaction. 

Thorough knowledge of established teller and member service operations, procedures and policies. Understanding of Credit Union operations and philosophy.
Knowledge of basic accounting.

 

EXPERIENCE REQUIRED: One year of similar or related experience preferred. Bilingual Spanish helpful but not required.

 

SKILLS/ABILITIES:

Excellent oral and written communication skills.
Professional appearance, dress, and attitude.
Working knowledge of related computer systems and applications.
Solid math skills.
Demonstrates carefulness about detail and is thorough in completing work tasks.
Performs effectively with frequent workload changes and competing demands.
Maintains confidentiality related to Credit Union operations and work-related information.


TOOLS/EQUIPMENT:

Customer Relationship Management CRM Software – [Various programs dependent on industry]
Electronic Mail Software – Email software; e.g. IBM Lotus Notes; Microsoft Outlook
General – General office equipment such as calculators, computers, photocopiers, and scanners. Includes the ability to operate encoding, coin counting, and cash counting machines.
Internet Browser Software – Web browser software; Microsoft Internet Explorer; Microsoft Edge; Mozilla Firefox; Google Chrome
Operating Systems Software – Computer operating systems; e.g. Microsoft Windows
Computer Software – MS Office; Word, Excel, etc.


PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:

Average Hearing: Able to hear average or normal conversations and receive ordinary information.
Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
Finger Dexterity: To individually, or as a group, flex and extend fingers for fine and precise manipulation of small items, or to activate a keyboard mouse. Handling or touching with the fingers, e.g., turning switches on/off, using a telephone push button or 10-key calculator.
Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.
Pulling: Using upper body to exert force in order to draw, haul, or tug objects in a sustained motion.
Pushing: Using upper body to press against something with steady force in order to thrust forward, downward or outward.
Repetitive Motion: Movements frequently and regularly required using the wrists, hands, and/or fingers.
Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

 

WORKING CONDITIONS: None. No hazardous or significantly unpleasant conditions (such as in a typical office).

 

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