Member Service Representative

Overview
Join our dynamic team as a Member Service Representative, where your energy and enthusiasm will drive exceptional member service experiences across multiple branches. In this versatile role, you'll provide vital support to ensure smooth daily operations, foster strong member relationships, and promote financial products and services. Your proactive approach will help our members achieve their financial goals while maintaining the highest standards of service excellence. This position offers an exciting opportunity to develop a broad skill set in assisting members with financial assistance and relationship management while making a meaningful impact in our community.

Role

Assist members with new loans and products, open accounts, provide account status updates, and furnish information on loans, products, fees, services, and financial transactions, while maintaining accuracy in daily cash drawer balancing. Courteously and promptly resolve member questions and concerns or refer them to the appropriate personnel. Position is likely to include sales goals.

Major Duties and Responsibilities

25% - Perform all duties of a Teller, efficiently processing financial transactions such as withdrawals, deposits for checking, savings, CDs and loan accounts. Confirm transaction details with members to ensure accuracy and satisfaction, reducing the need for corrections. Balance cash drawer daily, promptly reporting any discrepancies to a supervisor, and ensure all actions comply with established policies. Receive loan payments, address account inquiries, and accurately record payment amounts, dates, and other relevant information. Verify member calculations, validate checks, and count cash payments. Issue money orders and cash checks in accordance with established procedures.

25% - Perform all duties of a Member Service Representative, open and close accounts, including shared certificates and loans, collect and process required information and educate members on available products and services such as Visa credit & debit cards, online banking, and automated teller access. Explain and facilitate the opening, closing, transfer, and rollover of IRA certificates to ensure accuracy, compliance, and a positive member experience.

20% - Interview loan applicants to gather required information, explain loan options, interest rates, terms, collateral requirements, and ancillary products. Collect all necessary documentation to meet loan approval requirements and ensure compliance with credit union policies. Prepare and review all documentation for completeness and accuracy. Continuously expand financial acumen, sales expertise, and interpersonal skills while increasing product and subject matter knowledge to effectively explain, refer, originate, and complete all products offered by the credit union.

15% - Assist members with a wide range of services, processing credit card and loan applications, managing outgoing wires, resolving fraud issues, performing notary services, and closing accounts. Set up automatic transfers and assist members with enrollment for ACH transfers and wire services. Promote and assist members in using self-service solutions to enhance their experience and support the financial center's operating efficiency.

15% - Build a book of business by proactively seeking opportunities to develop and strengthen member relationships, contributing to both the financial center's growth and personal success. Drive sales and promote success through exceptional service, ensuring a positive member experience. Achieve sales and referral goals by offering an expanded range of products, including banking, insurance, and investment solutions.

- Identify potential fraud or suspicious activity during transactions and follow established procedures for fraud prevention and detection.

- Comply with all company policies and procedures, as well as applicable laws and regulations, including but not limited to the Bank Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control (OFAC) requirements.

- Other duties as assigned.

Knowledge and Skills

• 2-5 years of similar or related experience, including preparatory experience
• Previous experience in financial sales, member and/or customer service, credit union or retail banking is preferred but not required; enthusiasm for learning is essential.
• Strong relationship management skills with the ability to upsell products tactfully while prioritizing member needs.
• Strong relationship management skills with the ability to upsell products tactfully while prioritizing member needs.
• Knowledge of banking operations such as cash management, debits & credits, loan processing, and fraud prevention techniques.

Education/Certifications/Licenses

High school diploma or equivalent; additional certifications related to banking or finance are a plus but not mandatory.

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

ADA Requirements

PHYSICAL REQUIREMENTS

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

WORKING CONDITIONS

Must be able to routinely perform work indoors in climate-controlled shared work environment with moderate noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently and with limited supervision. Must work effectively as part of a team. Must be able to read and carry out various written 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 financial calculations with 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 member service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality and/or fast pace. Must be capable of exercising highest level of discretion on confidential matters.

United Community Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.

Embark on a rewarding career journey where your proactive attitude fuels success! We’re committed to empowering our team with comprehensive training and ongoing support, helping you grow professionally while making a positive difference in our members’ lives.

Expected hours: No less than 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Health savings account
• Opportunities for advancement
• Paid time off
• Paid training
• Referral program
• Tuition reimbursement
• Vision insurance

Language:

• Spanish (Preferred)

Work Location: In person