Member Service Representative

Purpose:

The Member Service Representative (MSR) plays a vital role in providing efficient and courteous service to credit union members while processing day-to-day financial transactions. This position requires a member-friendly attitude and a professional and courteous demeanor.

This position is a fundamental contributor to our commitment to delivering exceptional member service. A successful MSR ensures members' needs are met efficiently and professionally, promoting the credit union's products and services to enhance member financial well-being.

Duties and Responsibilities:

• Member-Centric Approach:
  Represent the credit union to members with courtesy and professionalism, ensuring the prompt, efficient, and accurate processing of financial transactions.
• Information Resource:
  Provide information to members in person and over the phone regarding credit union services and policies.
• Member Centered Engagement:
  Utilize established credit union sales and service techniques to engage members in conversations about their financial needs, recommending products and services that align with those needs.
• Issue Resolution:
  Address members' requests, problems, and complaints, directing them to the appropriate contact for specific information and assistance.
• Account Management:
  Open new accounts and provide service for existing ones. Set up new member files and furnish comprehensive information related to credit union membership.
• Transaction Processing:
  Handle member requests for share transfers to loan payments, share-to-share transfers, share withdrawals, check requests, and any other member-initiated transactions.
• Mail Transactions:
  Process member mail transactions with meticulous attention to accuracy.
• Account Reconciliation:
  Perform basic research of accounts to resolve discrepancies related to deposits, withdrawals, and loan payments.
• Office Administration:
  Undertake routine office tasks, including typing, updating member records, answering phone calls, filing, and shredding.
• Payroll Deductions and Direct Deposits:
  Assist members in completing payroll deduction and direct deposit forms correctly.
• Product Promotion:
  Promote credit union products and services based on member needs and creditworthiness, as determined by Beacon scores at the time of new account opening.
• Additional Responsibilities:
  Undertake other duties, whether on a random or ongoing basis, to ensure the well-being of our members is consistently prioritized.

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