Branch Member Service Representative I​/II

Description

Branch Member Service Representative – provides a valuable link between members and the credit union. The incumbent professionally represents the credit union to members and delivers high‑level service through identifying relationship opportunities, matching appropriate products and services to meet member needs, and migrating members to alternative banking solutions. In order to assess their financial needs, the position must maintain a thorough knowledge of the features and benefits of all TFCU products and services.

This position requires an in‑depth knowledge of all products, services regulations, and procedures of the operational departments within the credit union. The incumbent processes all member requests through various systems. The incumbent abides by current laws and organizational policies and procedures; cooperates with, participates in, and supports adherence to all internal policies, procedures, and practices in support of risk management and the overall safety and soundness of the credit union.

A Branch Member Service Representative also performs teller functions on a regular basis adhering to all teller standards.

Tower is offering a $1,000 Signing/Retaining bonus as of 1/20/2025.

All full‑time positions include exceptionally low medical premiums in addition to a whole host of other benefits.

Monday – Thursday 8:30 am – 5:30 pm, Friday 8:30 am – 6:30 pm / 8:30 am – 5:30 pm, Saturday 8:30 am – 1:30 pm. (Saturday OFF) Schedule alternates.

$23.06–$28.83 /hr

Please complete the link in a separate window for the assessment:

• Serves as the primary contact for all potential, new and existing members and services all share and loan requests.
• Interviews, evaluates and underwrites consumer loan applications within loan authority. Evaluates collateral, verifies appropriate documents are present for processing and follows funding procedures.
• Performs monetary transactions and account maintenance updates to include check orders, account distributions, stop payments, ATM/Debit card requests, address changes and account ownership maintenance or issues. Resets Tower Talk 24 and/or Home Banking PINs.
• Resolves product or service problems by clarifying the member’s concern; determines the cause of problem; selects and explains the best solution to solve the problem; expedites corrections or adjustments; follows up to ensure resolution.
• Delivers high level loan and account service to potential, new, and existing members; assesses financial needs; identifies relationship opportunities and matches appropriate products and services to meet their financial needs and the goals of the credit union. Advises member of relevant account features and/or restrictions and discloses all pertinent account information required by law.
• Performs administrative duties to support an outstanding level of member service, where timeliness, accuracy and follow‑through are critical ensuring compliance with all Tower policies and procedures and Federal and State regulatory statutes.
• Participates in all required credit union compliance and product knowledge training. Applies knowledge gained throughout training to all relevant job duties, demonstrates thoroughness and accuracy of compliance knowledge in all verbal explanations to members and through completing all required forms and documents.
• Maintains an awareness of security risks in the areas of member identification, membership eligibility and confidentiality.
• Reviews features and benefits for products/services and handles any objections/questions and conducts necessary follow‑up or referral to appropriate department or CUSO. Sells products and services through effective use of sales skills and extensive product and service knowledge. Participates in all levels of the sales process including identifying needs, referral, closing, and follow‑up. The incumbent must meet prescribed goals in sales and referrals.
• Conducts outbound sales calls to members for various credit union initiatives, mainly in the area of automobile and credit card recaptures.
• Serves as a liaison between other TFCU…