Member Services Representative

L.A. ELECTRICAL WORKERS CREDIT UNION

Title: Member Services Representative

Reports To: Branch Manager

Position: Regular Fulltime, Hourly Non-Exempt - Individual Contributor

Direct Reports: None

SUMMARY:

The L.A. Electrical Workers Credit Union is currently seeking to hire a Member Services Representative. This person will be responsible for serving as a liaison between the Member and the credit union to provide accurate and current account information by phone or in person, as well as information on the full range of credit union products and services. Provide a variety of transaction services to Members including loan processing, closing, and disbursal. May lead the activities of other Member Service Representatives.

JOB RESPONSIBILITIES:

• Greet and welcome Members and visitors to the credit union in a professional manner. Represent the credit union to Members in a courteous and professional manner and provide prompt, efficient, and accurate service in the processing of transactions.
• Provide in‐person and by‐telephone general and specific service‐related information concerning credit union products or policies.
• May respond to Member emails/electronic requests, providing professional, prompt, efficient, and accurate service, and information.
• Respond to Member requests, problems, and complaints, resolving issues, and/or directing them to the appropriate person for specific information and assistance. May handle more complex questions and problems for other Member Service Representatives.
• Open new accounts and service existing accounts. Set up new account files and provide Members with all necessary information for Membership.
• Handle requests from Members for transfers of shares to loan payments, share withdrawals, check requests, CD transactions, line of credit advances, and any other requests received from Members.
• Process, close, and disburse loans.
• Handle IRA requests, such as opening, closing, death claims, and any additional Member needs.
• Conduct orientation interviews on credit union services and programs with each new credit union Member.
• Utilize consultative approach to promote credit union products and services based on Member needs that are obtained from Member interviews and/or review of Member’s account, addressing concerns, and gaining agreement.
• Current/comprehensive knowledge on all credit union products and services that are handled or promoted by Member Service Representatives.
• Maintain up‐to‐date and comprehensive knowledge on all related policies and procedures, rules, and regulations pertaining to operations and loans.
• Research accounts for deposit, withdrawal, and loan‐payment discrepancies.
• Assist Members in balancing their accounts and opening individual retirement accounts.
• General, additional support to other functions within the credit union, as needed and directed.
• May be required to perform a variety of support/backup duties related to the Lending function.
• Answer telephone calls and providing information or answers on basic lending questions from Members. Responsible for directing member inquiries to appropriate lending staff, as necessary, or handling the matter yourself, as directed.
• Interview credit union loan applicants, professionally representing the credit union throughout the process.
• Research background information on loan applicants and resolve discrepancies. Process loan applications and perform a variety of support duties related to the lending function.
• May be required to provide general administrative backup support for the Collections & Special Accounts function.
• Support various streamlining and continuous improvement projects, as directed by EVP and Branch Manager.
• Assist Members with wire requests. Initiate or approve outgoing wires.
• Maintain current knowledge on all related policies and procedures, rules and regulations for operations. Comply with regulatory compliance and assigned training requirements including but not limited to BSA, and OFAC.
• Properly fill out Currency Transaction Reports and Suspicious Activity Reports.
• Other duties and responsibilities as assigned by the Executive Management.

EDUCATIONAL AND EXPERIENCE REQUIRMENTS:

• Minimum of high school diploma or general education degree (GED).
• Minimum of 1 year experience working in a financial institution, preferably in a credit union Support or Member Services function.
• Strong aptitude for working with numbers, problem solving skills, and must be detail oriented, able to comply with strict deadlines.
• Excellent written and spoken English required. Understanding of financial terms, good comprehension of mathematics.
• Requires the ability to interact and communicate with Employees and Members, courteously and professionally, both in writing and verbally, to resolve matters effectively with good outcomes.
• Proven flexibility and dependability, with the ability to multi-task and work independently.
• This position requires strong computer skills - computer proficiency is required on Microsoft Office, Word and Excel.
• Our core processor system is on CU*Base so experience in this software is a plus.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary. At times, personnel coverage may be needed at other branch locations. Travel may be necessary.

Job Type: Full-time

Pay: $25.00 - $28.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person