Member Service Representative II

JOB DESCRIPTION

Summary/Objective
Perform a wide range of transactional duties to serve members (in person, online, by phone). Build new and maintain existing member relationships that result in optimal member experience.  Maintain accurate transactional records.  Provide a variety of member savings, share draft/checking and credit account transactions in accordance with credit union policies and procedures. This person requires an ability to communicate effectively with prospective and current members and to represent the credit union in a positive manner that supports our FIRST values.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Greet and welcome members to the credit union in a courteous, friendly, respectful, professional and timely manner, providing prompt, accurate and efficient member transactions.
2. Receive share drafts/checks and cash for deposit to accounts, verify amounts, examine share drafts/checks for proper endorsement, and enter deposits into computer records.   Assist with mail or email transactions as needed.
3. Cash share drafts/checks and process withdrawals; pay out money after verification of identification and member balances.
4. Receive consumer loan, home loan and other payments, and ensure the payments match balances due and are accurate when posting to the computer.  Generate member receipts.
5. Post IRA contributions and withdrawals, open and/or close certificates of deposit.    Opening IRA accounts, processing transfers and rollovers.
6. May assist members via chat, text, online, in person or by phone.
7. May serve as Teller.  Provide transactional member service, including but not limited to the following: accept and process deposits, withdrawals, payments, and handle other over the counter and mail transactions.
8. Place holds on accounts for uncollected funds.
9. Maintain an up-to-date and comprehensive knowledge on all credit union products and services along with comprehensive knowledge on all related policies, procedures, rules and regulations, including robbery procedures.
10. Promote, explain, refer and cross-sell other credit union services such as electronic services, credit and debit cards, accounts, and loans.
11. Outbound contact with existing members for follow-up, cross sell opportunities, offers, and campaigns.
12. Opening membership accounts and additional shares. Correctly process maintenance on existing accounts (name, address, beneficiary and any other ownership changes). Properly close accounts by member request or beneficiary purposes.
13. Interview members for loan applications. Accurately collect information in order to process and fund all loan types (secured and unsecured).
14. Comply with NMLS registry and training to offer home equity loan products.
15. Knowledge to complete account and loan documentation. May include serving as Notary Public.
16. Scan daily work, perform such other teller functions that might be needed from time to time, and assist others to complete tasks and work assignments.
17. Assist tellers and newer staff members as a resource for member solutions.
18. Troubleshoot and resolve member concerns.
19. Ensure compliance with all internal controls and established policies and procedures.
20. Complete required training curriculum as identified by management and/or Organizational Development.
21. Comply with the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).
22. Occasionally, the representative will be asked to work at a different location, if a different branch needs coverage.

Competencies

1. Superb member service orientation.
2. Strong numeric ability.
3. Accuracy and attention to detail.
4. Computer proficiency.
5. Stress management/composure.
6. Good listening and communication skills.
7. Honesty and integrity.
8. Teamwork.

Supervisory Responsibility
This position has no supervisory responsibilities.

Work Environment
This job operates in a branch or office setting. This role routinely uses standard office equipment such as computers, software, phones, photocopiers, recyclers, ATMs, filing cabinets, multi-function machines, and video.   Physical presence in the office and/or branch setting is required.

Physical Demands
This position requires manual dexterity, the ability to lift and/or move up to 25 pounds. This position requires bending, stooping or standing as necessary. 

Position Type/Expected Hours of Work
Ability to work flexible schedule Monday through Friday, 7:45 a.m. to 6:30 p.m. 

Travel
Periodic travel to other FCU locations may be required.

Required Education and Experience

1. High school diploma or equivalent.
2. Two years related experience and/or training; or equivalent combination of education and experience.

Preferred Education and Experience

1. Previous cash handling experience.
2. Previous experience with a credit union and/or Bank.

Additional Eligibility Qualifications

1. Multi-lingual capabilities to include Spanish are a plus.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.