Member Service Representative - Full Time

Data Year: 2024
Prepared On: 03/15/2024

Role: To assist members and potential members with their Credit Union needs; financial transactions, paying and receiving cash, explains services, sets up new accounts, assists with their loan requests, providing clerical and administrative support needed to process and close member loans, respond to problems, and direct members to the appropriate people. Assists branch management with balancing of the vault and the security of the cash.

Essential Functions & Responsibilities:Receives and processes member financial transactions, including deposits, withdrawals and loan payments; sells monetary instruments to members; transfers amounts from member accounts as directed. Balances personal cash drawer and daily transactions. Maintains member account information on computer system. Assures that appropriate records are maintained and required reports are prepared. Promotes and cross sells credit union services and products to members.Assists members with opening and closing accounts, answers questions about products and services and resolves issues that are within their authority to resolve. Refers problems that are beyond their authority to their supervisor, along with their recommendations. Takes member loan applications and prepares them for review by a Credit Analyst. Processes approved loans and sets up date and time to close the loan and make disbursements.Schedules, trains and monitors the work of other tellers. Coordinates teller and branch activities. Assist staff with promotions, referrals and opportunities.Manages vault cash. Orders weekly cash requirement for branch and post data to general ledger system in order to maintain credit union records.Performs other related duties as assigned.

Performance Measurements:To provide prompt, accurate, courteous, friendly, timely and professional service to all members. Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.To accurately post transactions and balance work, with errors and/or outages not to exceed established policy guidelines.To accurately maintain vault and contents per credit union policy and regulatory guidelines.To process member transactions without error; troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.Produce loan documents, reports and new accounts with no unresolved errors according to established department standards. Prepare files for underwriting on a timely basis. Complete, organize and close loan documentation and files in a timely manner.To develop and improve knowledge and skills in member service and operations areas. Develop, maintain and demonstrate a working knowledge of credit union loan standards, policies, procedures and applicable state and federal government rules and regulations.To meet membership, lending, product, service and transaction goals on a monthly basis.To maintain a professional work environment and businesslike appearance. To maintain a dependable record of attendance and timeliness.

Knowledge and Skills:ExperienceOne year to three years of similar or related experience.EducationA high school education or GED.Interpersonal SkillsWork involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.Other SkillsAble to operate a 10-key calculator, typewriter, and computer keyboard. Must be good with detail to deal with numbers and names.

Disclaimer: Must be able to work and travel to different credit union locations as determined by management.