Member Service Representative

POSITION SUMMARY

Professionally represent Everence Federal Credit Union (EFCU) to members and future members. Provide an excellent experience by welcoming members, efficiently processing transactions, resolving problems, and uncovering financial needs for referrals to the appropriate individual or line of business.

Accurately and efficiently process transactions, service requests and the opening of new memberships/accounts in a courteous, confidential, and professional manner. Research and respond to member inquiries. Promote EFCU products and services by proactively engaging in conversation with individuals, organizations, and businesses by following our “Service to Sales” process, helping members achieve their everyday banking needs.

RESPONSIBILITIES AND DUTIES

• Provide the best member experience possible by being courteous and efficient with all members, in person or over the phone.
• Maintain a comprehensive understanding of all products and services offered through study and use whenever possible.
• Identify cross-selling opportunities by asking members open-ended questions.
• Contribute to the overall sales performance of the office team.
• Educate members and refer Everence products and services that meet our members’ needs.
• Open and close memberships/accounts and negotiate Certificates of Deposits/IRAs.
• Onboard new members with follow-up phone calls, email messages, or mailings to ensure the use of various products and services.
• Contact members and prospects to update records, cross-sell, and deepen relationships.
• Complete training as assigned.
• Participate in regular office meetings.
• Process member transactions such as deposits, loan payments, transfers, cashier’s checks, cash advances, stop payments, etc.
• Adhere to policies and procedures including but not limited to security and transaction verification. Adhere to Anti-Money-Laundering Policy established to comply with the provisions of the Bank Secrecy Act (BSA) which includes Customer Identification Program (CIP), Currency Transaction Report (CTR), Suspicious Activity Report (SAR) and Monetary Instrument Log; USA Patriot Act; and regulations from the Office of Foreign Assets Control (OFAC).
• Work as part of team and serve as a resource for other EFCU branches.

QUALIFICATIONS

Education:
Minimum high school diploma or equivalent

Experience:

• Basic understanding of credit union operations
• Customer service experience or experience in financial services preferred
• Experience with customer databases a plus
• Cash handling experience

Skills and Abilities:

• Ability to provide exceptional service
• Professionalism, honesty, integrity, and good listening skills to build rapport and relationships
• Strong interpersonal, communication, and organizational skills
• Accuracy and attention to detail with mathematical aptitude and analytical skills
• Ability to exercise good judgment, solve problems, offer sound advice, and cross-sell products and services
• Ability to operate related computer applications and business equipment
• Adaptability to changing workflows and ability to remain positive and productive in a fast-paced environment
• Availability to work based on branch scheduling needs
• Alignment in supporting the Everence mission of empowering financial well-being for faith-inspired living

SUPERVISORY RESPONSIBILITIES: None
SCHEDULE: Part-time, 24 hours/week