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Member Service Representative
Member Service Representative
Position Purpose
Performs a broad variety of member service functions such as opening and closing accounts, trouble shooting and issuing plastic cards, and actively cross selling Essential Credit Union products and services, etc. The MSR is responsible for loan production. Specifically, the MSR will develop and cross sell loan volume, originate applications, and disburse approved loans for members.
Duties and Responsibilities:
- Maintains exceptional level of Member Service.
- Attracts new members and manages member and account retention.
- Cross sells products Essential Credit Union by explaining various services available and assists members in selecting these services.
- Performs member services such as ordering checks, processing ACH Forms, processing and selling cashier’s checks.
- Verifies and processes alterations to existing deposit accounts. May process stop payments and holds.
- Opens share certificates and Individual Retirement Accounts (IRA’s).
- Assists members in understanding statements, perform interest calculations and resolve statement related issues.
- Deescalates problem situations in a productive way, along with following-through to ensure the issue has been satisfactorily resolved.
- Counsels members on financial matters.
- Demonstrates the uses of good marketing techniques for cross selling and able to train others.
- Processes loan applications within lending guidelines.
- Recommends alternatives for members not qualifying for loans.
- Provides members with accurate account information in a timely manner.
- Archives and timely submits all loan and account documents to the file room.
- Submits all member related documents to the correct department in a timely manner.
- Exercises discretion and confidentiality always.
- Ensures branch compliance with audit, policy, procedures, and loss prevention.
- Stays abreast of Essential CU policies, procedures, and loss prevention.
- Ensures regulatory procedures are followed in accordance with federal and state guidelines.
- Remains knowledgeable of Reg CC Holds and Bank Secrecy Act.
- Follows and strictly adheres to the established security procedures.
- Resolves complaints and problematic issues properly and timely notifies management when the problem requires escalation.
- Assists with financial seminars and other outreach efforts within the communities.
- Performs other functions and special projects as requested from by management.
- Supports management and the Board of Directors in all corporate decisions.
Major Accountabilities:
- Attracts new members and manages member and account retention.
- Cross sells products Essential Credit Union by explaining various services available and assists members in selecting these services.
- Counsels members on financial matters.
NOTE: THE LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE. IT MAY BE SUPPLEMENTED AS NECESSARY FROM TIME TO TIME
Job Specification
High School Diploma required and some college level preferred.
Training Requirements:
- Maintain working knowledge of Microsoft Office Products (word, excel, and office).
- Use of desktop computers.
- Working knowledge of other core systems.
- Annual training to ensure compliance with NCUA requirements, rules, and regulations.
Work Experience:
- 3+ years of experience in a financial institution setting.
- Credit Union or banking experience required.
- Previous customer or member service experience.
Skills, Abilities, and Knowledge:
- Professional, well developed interpersonal skills necessary for serving Credit Union members and projecting a positive image to members.
- Strong written and oral communication skills.
- Attention to detail.
- Able to multitask.
Physical Requirements
Perform primarily sedentary work on computer or laptop for an average of eight (8) hours per day. Must be capable of climbing/descending stairs in emergency situations. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to work extended hours whenever required or requested by management. Must by capable of regular, reliable, and timely attendance.
Other Requirements
Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on confidential matters.
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