Member Service Representative - Floater

Description

We are seeking a dedicated and customer-oriented Member Service Representative I to join our team. The ideal candidate has positive attitude and a commitment to providing outstanding service, a willingness to go above and beyond to meet member needs, has strong problem-solving skills and the ability to handle challenging situations with grace. This role requires a proactive approach to identifying and cross-selling our products and services while ensuring a positive experience and providing exceptional service and support for our members.

• Serve as the primary point of contact for members, providing account information via phone, email, or in person.
• Educate members on the full range of products and services offered by the Credit Union.
• Identify opportunities to cross-sell multiple products and services to meet member needs.
• Handle large call volume, while providing excellent member service at all times.
• Assist members with a wide range of transactions, card issues, fraud disputes, general loan and account inquiries in person, via telephone, mail and/or email.
• Balance cash, checks and perform all end‑of‑closing functions in accordance with Credit Union policies and procedures.
• Perform various account file maintenances (e.g. account data changes, account closures, check orders, card orders, overriding online lockouts for online services, etc.).
• Open various new accounts for members and conduct interviews to understand their financial needs.
• Promote Credit Union products and services based on member’s needs that are obtained from member interviews and/or review of member’s account; expectations include meeting minimum goals set by the department.
• Professionally handle daily member inquiries and transactions.
• Provide a variety of transaction services, including loan processing, closing, and disbursal.
• Service and balance ATM and coin machines (as applicable).
• Process applications for consumer loans.
• Create, process, and fund loans.
• Travel between POPA FCU branches as needed to support staffing requirements.

• High School degree or equivalent.
• Minimum of 1-year member services experience in a Credit Union or, financial institution is highly desirable.
• Strong customer service skills with a friendly and approachable demeanor.
• Excellent communication skills, including interpersonal conversational skills, both verbal and written.
• Ability to work effectively in a team environment and independently.
• Detail-oriented with strong organizational skills.
• Proficient in using computer systems and software for account management.
• Previous experience in a customer service role is preferred.
• Basic math skills required.
• Availability for any branch assignment is required
• Must be bondable. May be required to qualify as a notary public.
• Must be able to effectively handle multiple, simultaneous and changing priorities.
• Must be able to operate routine branch equipment including telephone, copier, facsimile, cash recycler, coin machine, and ATM.
• Must be capable of regular, reliable and timely attendance.
• Must comply with all Bank Secrecy Act (BSA) and other Anti-Money Laundering (AML) Laws and Regulations, as they pertain to federal guidelines and internal policies and procedures.
• Must complete compliance training to ensure adherence to legal and regulatory requirements, including security awareness and BSA training.

The physical demands described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to bend, sit, and stand to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 30 lbs. Must be capable of climbing/descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals, keyboards, telephones, copiers, facsimiles, TCRs, ATMs, and calculators.

Must be able to routinely perform work on a computer for an average of 6-8…