Member Service Representative 3 - Southway

Role

Responsible for providing excellent member service and maintaining strong professional relationships. Assists members with new accounts and loans, along with other products, advises of the status of accounts, furnishes information on new accounts, loans, products, fees and services. Courteously and promptly resolves member questions and problems or properly refers them to appropriate personnel. May advise on more complex products. Very likely to have sales goals.

Major Duties and Responsibilities

New Accounts and Lending in addition to opening various other account types. Process necessary information and educate the members as to services/products available as a result. (For example, Mastercard Debit Card, Online Banking, ITM’s, etc.)

Answers questions and solves problems for members by listening to problems, collecting data, securing answers and reporting results to the inquiring party. Resolves member bookkeeping and checking account problems. Takes stop payment orders. Orders checks for member's accounts. Completes appropriate forms for members' needs. May provide notary service.

Presents and explains Credit Union services and products to members while identifying cross-sell opportunities and cross-selling services to members.

Explain and expedite the opening, closing, transfer, and rollover of IRA certificates.

Assist members with opening CD’s and educate members as to penalties, earnings, etc.

Provide backup to tellers upon request.

Set up auto transfers and sign up members for ACH transfers and wires.

Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Knowledge and Skills

Experience

Three years to five years of similar or related experience, including preparatory experience.

Education/Certifications/Licenses

A high school degree or equivalent

Interpersonal Skills

Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Other Skills

Must have excellent knowledge of P1FCU products and services. Must be familiar with various computer software programs and comfortable with automated technology. Must be able to type, use PC, general office equipment including ten-key calculator and excellent in Excel and Word programs. Excellent organizational and editing skills, communication skills with vendors, staff, members, and general public.

ADA Requirements

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work environment with moderate noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently and with limited supervision. Must work effectively as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality and/or fast pace. Must be capable of exercising highest level of discretion on confidential matters.