PERSONAL SERVICE REPRESENTATIVE 1

Mission: We help people improve their lives financially and support the communities we serve.

Title: Personal Service Representative 1    

Job Summary: Responsible for greeting, welcoming, guiding and assisting Credit Union members and visitors in a prompt, enthusiastic, professional, friendly and respectful manner while consistently conveying the willingness to help. Responsible for delivering consistently exceptional member service as a single point of contact for defined consumer and commercial in branch requests including monetary transactions, 7 17 CU online/mobile banking and remote service assistance, deposit account opening, maintenance and closing, loan interview, processing, closing and disbursals, and other misc. product and service delivery. Establishes and strengthens member relationships using prescribed needs assessment skills and methods to determine member needs and matching with appropriate 7 17 CU options and solutions by helping first and selling second.

All job positions at 7 17 Credit Union may be assigned further duties with or without notice, verbally or in writing.  Essential duties and responsibilities include the following. 

Primary Duties:

1. Maintains high accuracy and thoroughness in handling of all transactions and assigned duties, especially those dealing with cash and members' accounts
2. Assures privacy of member information in handling all transactions and assigned duties
3. Remains compliant with credit union policies and procedures.
4. Maintains a high level of courteousness and professionalism while greeting all members/visitors with a smile and refers to them by name as appropriate.
5. Receives members at assigned station(s) and determines the nature of the members' business.
6. Shows empathy and compassion toward members when assisting with requests, complaints, research, problems and follow-up to resolve matters to the member’s satisfaction.
7. Handles personal and commercial account monetary transactions including but not limited to:
   • All cash and check deposits and transfers to accounts including all share/club accounts, checking accounts, money markets, IRA savings and HSA savings.
   • All cash and check withdrawals and transfers from deposit accounts including all share/club accounts, checking accounts, money markets and non-IRA certificates of deposit.
   • Check Cashing
   • Visa Cash Advances for members and non-members
   • Processes non-commercial member account maintenance requests such as contact information and ownership changes made in person.
   • Savings Bonds redemption for both members and non-members
   • Shared branch deposits and withdrawals
8. Handles the following routine non-monetary transactions including but not limited to:
   • Debit card issuance, qualification, and lost and stolen cards
   • Remote delivery services including but not limited to application and initial set-up, demonstration, problem resolution and reporting service failures pertaining to existing remote delivery services to appropriate department experts.
   • Assists members with direct deposit initiation, changes and payroll transfers.
   • ACH initiation, changes and cancellation for internal and external payments.
   • Check and ACH stop payment requests.
   • Closes accounts using credit union defined procedures.
   • Debit/credit card fraud, and other forms of fraud assistance.
   • Dormant account process
9. Assists with required dual control processes within the branch operation
10. Scan current day’s checks (accepted by all the office staff), balance corporate check totals and various other branch totals.
11. Order new and “reorder” checks for members with checking accounts;
12. Prepare and skip payment requests for Loan Servicing.
13. Opens and closes the computer terminal and accountable for assigned cash drawer monetary contents and balances to the terminal close report on a daily basis;
14. Maintains overall knowledge of the resources and services of the Credit Union as front-line first contact with members.
15. Meets or exceeds product and services relationship building, referral and production goals including but not limited to deposits, loans, payment protection, checking account options, Retirement and Investment services, electronic and remote delivery services, and other products/services at the acceptable level as determined by the Credit Union.
16. Demonstrates a thorough knowledge and proficiency of all Credit Union retail, non-IRA deposit products and services, electronic/remote delivery services, payments, use of credit union core processing system and other software required to perform the required functions within the expected time frame and method determined by the credit union.
17. Responsible for product knowledge and all operational functions associated with the qualification, processing, compliance, completion and submission of the following retail (non-commercial) deposit product requests to open, change, account ownership changes, closing accounts
    1. New Membership Accounts
    2. All Checking Accounts
    3. Club accounts
    4. Non-IRA Certificates of Deposits
    5. Money Markets
18. Performs on-boarding of new memberships opened in the branch following the prescribed time frame and manner established by management.
19. Responsible for product knowledge and all operational functions associated with the evaluation, qualification, processing, submission, gathering of appropriate information needed for loan underwriting of the loan types including but not limited to:
    1. Visa Credit Cards (secured and unsecured)
    2. Unsecured Personal Loans
    3. All vehicle (auto, motorcycle, boat, RV, etc.) title secured loans for purpose of purchase, refinance, free & clear title, etc.
    4. Share Secured
20. Responsible for preparation of loan closing documents, conducting loan closings, performing loan disbursals and all post-closing procedures and follow-up of the loan types listed above.  Complete an accurate loan application using online sources for collateral evaluation (N.A.D.A guide) and required information to be used as a basis for credit decisions; direct communication with members to discuss loan application status and/or underwriting conditions for pending; approved and denied loan applications; verification that all loan conditions are met and required documentation (e.g., income verification, title work, insurance verification, etc.) is received
21.  Responsible for addressing member inquiries, problems or concerns regarding all product and services mentioned in above duties and directing requests for information or assistance beyond expected level of expertise to the appropriate individual or department
22. Generate additional member relationships by approved methods of outbound calling, including but not limited to using member referrals, assigned leads lists, onboarding, etc.

Confidentiality Requirements:  Must keep members' transactions and other Credit Union business in strictest confidence.

Travel Demands:  Limited travel as circumstances dictate.

Prerequisite Education:  High school diploma or equivalent

Prerequisite Experience:

A minimum of 9 months as a MSR, PER, TSR or TSLS, within the most recent three years.

Required knowledge, skills and abilities once in the job:

1. Customer service attitude and skills to include:  Team player, commitment, patience, empathy, enthusiasm, compassion, creativity, listening, comprehension, initiative, cooperation, attention to detail, resourcefulness and willingness to help.

2. Professionalism to include:  Confidence, good judgment, appropriate demeanor and professional appearance; ability to interact with employees and members in a manner that is consistent and demonstrates the 7 17 CU brand promise.

3. Skills to include:  Problem solving, decision making, time management, interpersonal communications, organization, and good mathematical skills.

4. Maintain ongoing comprehensive knowledge of the products, services, policies and procedures needed to perform the primary duties of the job.

5. Understand the effects of member requests as they relate to individual accounts and cope with unusual situations.

6. Maintain a working knowledge of computers and various software programs; able to navigate multiple PC screens. 

7. Demonstrate ability to meet deadlines, work accurately and productive and multi-task in a high volume member service environment.

Certifications, licenses required once in the job: State and Federal registration to comply with the SAFE Act, Notary Public.

Physical, Mental or Visual Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform 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: stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls, reach with hands and arms, climb or balance stoop, kneel, crouch, or crawl, talk or hear.

This job regularly requires the employee to lift _1__ to _20_ pounds 2 or more times per day.

Specific vision abilities required by this job include:  close vision, distance vision, color vision, peripheral vision, depth perception, the ability to adjust and focus.

Working Conditions:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.