Member Service Representative

Universal 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. Provides excellent member service and performs various transactions for members. Processes deposits, transfers, withdrawals, and other transactions following policies and procedures; must always be aware of fraud loss and check cashing guidelines as well as other security and transaction documentation requirements.

Responsible for the security of assigned cash which must be supported and balanced within established guidelines. Achieves monthly goals for set for role.

• Maintains exceptional level of Member Service.
• Cross sells products Essential Credit Union by explaining the variety of services available and aids members in selecting these services.
• Performs member services such as ordering checks, processing ACH Forms, processing and selling cashier’s checks.
• Process loan applications within lending guidelines.
• Verifies and processes alterations to existing deposit accounts. May process stop payments and holds.
• Aids 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.
• Submit all member-related documents to the correct department promptly.
• Exercises discretion and confidentiality always.
• Ensures branch compliance with audit, policy, procedures, and loss prevention.
• Stays abreast of Essential Credit Union policies, procedures, and services.
• Performs member transactions, including but not limited to deposits, withdrawals, cash advances, loan and VISA payments, transfers, and check cashing.
• Processes cash advances, official checks, issues temporary checks, saving bonds and wires.
• Process mailed payments, deposits, and payoffs.
• Updates debit card, night drop, open and closing, over and short, key box logs daily.
• Ensures all checks are processed through imaging software prompt and accurately.
• Verifies transactions.
• Monitors deposit amounts and examines documents for endorsement and negotiability.
• Balances daily transactions and verifies cash totals.
• Investigates and resolves out-of-balance conditions.
• Cross-sells credit union products and services.
• Provides account information, and quotes credit union rates.
• Fills out CTR and SARS reports as needed.
• Answers questions and solves member problems about account and loan information.
• Maintains and projects Essential CU’s professional reputation and privacy of account information.
• Aids other personnel and staff as needed.
• Keeps supervisor informed of area activities and of any significant problems or concerns.
• Completes required reports and records accurately and promptly.
• Attends meetings and training as needed.
• Maintains a clean, secure, and organized work area.
• Stays abreast of all policy changes and revisions.
• Attends annual robbery and security training.
• Secures the drawer keys.
• Follows Bank Secrecy Act, Consumer Identification Policy, and OFAC policies.

• Maintain exceptional level of Member Service.
• Cross sells Essential Credit Union products by explaining the variety of services available and aid members in selecting services.
• Perform member services such as ordering checks, processing ACH Forms, processing and selling cashier’s checks.
• Process transactions accurately and efficiently.
• Deliver quality service to membership and colleagues consistently.
• Adhering to BSA and OFAC regulations.
• Always adhere to member confidentiality rules and displays professionalism.
• Must be dependable and punctual.

NOTE:

THE LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE. IT MAY BE SUPPLEMENTED AS NECESSARY FROM TIME TO TIME

Previous banking/credit union experience. Previous customer or member service experience. Previous cash handling experience.

• Maintain 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.

• Working in a previous cash handling and customer service environment.
• 1+ years of experience in a financial institution setting.

• High School Diploma or GED
• 1+ year experience in a financial institution setting.
• Professional, well-developed people skills necessary for servicing Credit Union members and projecting a positive image to members.
• Use of critical judgment in day-to-day situations and problems within established guidelines.
• Lifting and carrying up to 35 lbs. when moving cash drawers or coin bags.

Perform primarily sedentary work on computer or laptop for an average of eight (8) hours per day. Ability to lift to 15 lbs. Must be capable of climbing/descending stairs in emergency…