Member Service Representative

Position Summary

The Member Service Representative provides information, processes routine member service requests, and accounts for member transactions. This position focuses on developing knowledge of Cooperative policies, systems, and procedures while delivering courteous and accurate service to members.

• Receives monies, processes payments, and prepares documentation to assure accurate crediting of member accounts under established procedures. Ensures security and proper storage of money and records.
• Opens, balances, and posts daily mail-in payments and processes payments from the night deposit box as assigned.
• Assists with processing information and transactions necessary for the refund of capital credits as well as the maintenance of consumer records.
• Receives and processes applications for service via counter, phone, fax, or website. Initiates service orders and updates records accordingly.
• Provides information regarding Cooperative services, products, and programs and presents a favorable image of the Cooperative.
• Answers phone calls in queue in a timely manner and responds to routine member inquiries.
• Resolves routine service or billing inquiries; escalates complex, sensitive, or non-routine issues to senior MSRs, supervisors, or appropriate individuals for resolution.
• Maintains confidentiality of sensitive member and Cooperative information.
• Performs other related duties as assigned.

• High school diploma or equivalent required.
• Must be able to read, write, and perform basic mathematical computations.
• Must be personable and member-oriented. Academic training in business administration, public relations, and/or computer science is helpful. Previous business office experience preferred.
• Must have a working knowledge of service area, rates, billing, call center, and collection procedures. Must be able to handle cash and maintain accurate record-keeping of transactions.
• Must be able to complete all assignments with attention to detail and accuracy. Must maintain confidentiality with sensitive information. Must be able to work calmly and effectively under pressure.
• Must be able to interact well with internal and external members, handling inquiries and/or composing correspondence. Conveys professional interaction at all times, thereby maintaining positive relations. Displays and encourages team effort for maximum efficiency and productivity.
• Must be able to operate standard company technology/equipment, including a working knowledge of Microsoft programs (Excel, Word, and Windows operating system) and other software applications pertinent to the Cooperative’s system.
• Must hold a valid driver’s license at the level necessary to operate vehicles in the performance of position responsibilities.
• Maintains thorough working knowledge of Cooperative Bylaws, Service Rules & Regulations, policies, procedures, and safety manual.
• Must be able to attend periodic seminars, training programs, conferences, civic and professional events.

Frequently operates standard office machines to include a computer, a copy machine, and a fax. Frequent use of office machines requires touch and vision for close work. Normal activities require extensive amounts of standing, and the work environment is 100% indoor in normal office conditions.