Senior Member Service Representative

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Training & development
• Tuition assistance
• Vision insurance

Purpose: The successful applicant will serve as a liaison between the member 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. Open accounts for members, interview, and professionally handle the member’s daily needs. Provide a variety of transaction services to members including loan processing, closing, and disbursal.

Duties/Responsibilities:

• Greet and welcome members 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 on the processing of transactions.
• Provide in-person and telephone general and specific service-related information concerning credit union products or policies.
• May respond to email or other electronic requests submitted by members, again providing professional, prompt, efficient, and accurate service, and information.
• Respond to members’ 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 withdrawal, check requests, CD transactions, line of credit advances, processing online deposit accounts and any other requests received from members.
• Process, close, and disburse loans.
• Conduct orientation interviews on credit union services and programs with each new credit union member.
• Promote credit union products and services based on member needs that are obtained from member interviews and/or review of member’s account. Actively cross-serve products.
• 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 on all related policies and procedures, rules, and regulations.
• Provide information on investment alternatives to members wishing to deposit funds with the credit union.
• Research accounts for deposits, withdrawals, and loan-payment discrepancies.
• Assist members in balancing their accounts.
• Assist members in opening individual retirement accounts.
• Follow the guidelines in the Lending Policies.
• Answer the telephone in a courteous manner.
• Responsible to keep your desk and equipment clean and neat.
• Report problems or concerns to Branch Manager.
• Perform duties as requested by Branch Manager.

Experience:

• 6 months to 2 years member service and lending experience; or equivalent combination of education and experience
• Shown ability to document and follow-through in a work environment
• Computer experience
• Handling of cash

Skills:

• Ability to empathize/analyze difficult member’s financial situations while enforcing credit union policies uniformly

• Good Interpersonal skills/Phone skills

• Ability to be able to clearly communicate verbally and written

• Ability to Multitask

• Proven ability to learn new information

Education required:

• High School diploma/equivalent

Physical Requirements:

• While performing the duties of this job, the employee is required to sit, stand, walk, bend, reach, and use hands and fingers throughout the workday.
• The position requires frequent use of computers, telephones, and other office technology.
• The employee may occasionally lift, move, or transport technology equipment weighing up to 50 pounds.
• Specific vision abilities include close vision, distance vision, and the ability to adjust focus.
• Occasional travel between locations, training events, or vendor meetings may be required.

Work Environment:

• The work environment consists primarily of a professional office setting with moderate noise levels associated with employee interactions, office equipment, and technology systems.