Member Services Representative

TITLE: Member Service Representative I

REPORTS TO: Branch Manager

JOB DESCRIPTION

Purpose:

This position is responsible for building personal connections with potential new and existing credit union members. Bring the MAC FCU brand to life by identifying service and product needs. This role acts as an integral subsequent touch point and will be expected to assist members with their inquiries accurately, professionally, and timely.

Duties and Responsibilities

Adhere to MAC FCU policy and procedure as well as all federal, state, and government regulations and guidelines

Professionally initiate contact with members with prompt, efficient, courteous, and professional service

Manage the transfer of information by researching member requests

Maintain a working knowledge of member-facing departments to respond to member requests and inquiries

Assist members with completing transactions and services by providing both transactional and account-opening services

Maintain knowledge of all primary deposit and lending products and services. Cross-sell products and services and educate members on the use of remote services

Maintain effective communication with all Credit Union employees to ensure coordination and exchange of information for accomplishing Credit Union goals

To attain Credit Union goals, it is the responsibility of each employee to strive for the continuous improvement of processes and quality of service

Perform additional duties as assigned

Qualifications

Experience: One year to three years of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for 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 Skills: General office equipment such as calculators, Microsoft products, computers, photocopiers, telephones, and scanners. Includes the ability to operate coin counting, and cash counting machines. Basic knowledge of established teller procedures and policies. Understanding of Credit Union operations. Maintains confidentiality related to Credit Union operations and work-related information.