Member Service Representative

The duties and responsibilities listed neither limit specific duties of any particular position nor limit the ability of managers and supervisors to assign, direct and control the work of Team Members within their supervisory capacity.

• Adhere to Appalachian Community Federal Credit Union (ACFCU) member service standards for all interactions (ACT
  ): Always put the member first; Call the member by name; Thank the member
• Adhere to ACFCU Core Values at all times:
  Kindness, Integrity, and Ownership
• Greet and welcome members and visitors to the credit union in a professional and courteous manner
• Represent the credit union to members in a courteous and professional manner and provide prompt, efficient, and accurate service via various communication channels
• Perform general teller duties (deposits, withdrawals, other transactions, etc.) accurately
• Handle requests from members for transfers of shares to loan payments, share withdrawals, check requests, certificate of deposit transactions, line of credit advances, and any other requests received from members
• Balance cash drawer and perform teller cash recycler duties
• Provide information in‑person, by email and by telephone for general and specific service‑related information concerning credit union products or policies 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
• Service certain products and services via telephone (online/mobile banking, debit cards)
• Ability to provide Product and Service Referrals using our benefit statements of Save Time, Save Money, Make Money, Offer Convenience and Peace of Mind
• Explain disclosures to members and prospective members
• Assist members in balancing their accounts, proper completion of forms when required based on member request (EFT, Stop Payment, etc.)
• Process file maintenance requests such as:
  Person Profile Updates, Account Updates, Debit Card orders
• Serve as vault teller for the credit union, to include, verifying cash received, filling teller cash orders, maintaining vault security, and balancing vault cash nightly
• Maintain a thorough knowledge of policies and procedures, rules and regulations and trends in the credit union industry, with particular attention to the Bank Secrecy Act, Patriot Act, and with robbery procedures
• Handle all communication to the member in the 2/2/2 process
• Must be able to travel and work at other Credit Union branches as needed