Central Service Representative

The Central Service Representative (CSR) position offers coverage at each of Parkside’s branches as well as in the Remote Services/VSR areas (may cover for an employee on leave of absence, PTO, short-staffed, etc.)  The CSR is responsible for performing a broad variety of member service tasks such as greeting members, opening and closing accounts, assisting members with submitting loan applications and closing loans. Perform related duties to assist members with their financial transactions, involving paying and receiving cash and other negotiable instruments, and providing broad member service support across the organization. Identify and suggest solutions that will improve our members’ economic well-being.

E – 40%

Receives, processes and posts member financial transactions, including, but not limited to: deposits, withdrawals and loan payments, money orders and cashier’s checks. Process transfers from member accounts as directed. Resolve member requests and questions promptly, courteously, and professionally. Balances cash drawer and daily transactions. Job functions are efficiently, accurately, and effectively performed in accordance with Credit Union established policies, standards, and security procedures. Actively and professionally cross sells Credit Union products and services to ensure members’ financial needs are met. Must comply with all Credit Union policies, procedures and protocols.

E – 40%

Performs Member Service duties, including, but not limited to: loan applications, delivery of loan decisions, addressing general loan information and closing of member loans, opening and closing memberships, processing account and member information changes. Assist members with setting up online/mobile banking, mobile deposit, bill pay, and other supporting services. Continually enhance product knowledge. Present and explain Credit Union products and services to members and assist them in meeting their financial needs. Answer questions and solve problems for members by listening to the problem, researching and collecting data and securing answers, and reporting results to the member. Parkside Central Service Representatives are to 'own' every relationship and remain member centric.

E - 35%

Performs Member Service duties, including, but not limited to: loan applications, delivery of loan decisions, addressing general loan information and closing of member loans, opening and closing memberships, processing account and member information changes. Assist members with setting up online/mobile banking, mobile deposit, bill pay, and other supporting services. Continually enhance product knowledge. Present and explain Credit Union products and services to members and assist them in meeting their financial needs. Answer questions and solve problems for members by listening to the problem, researching and collecting data and securing answers, and reporting results to the member. Parkside Central Service Representatives are to 'own' every relationship and remain member centric.

E - 20%

Support the Virtual Services Representative or Remote Services Representative areas when needed. Promptly and accurately serve members though the channel in which they are requesting service in accordance with Credit Union established policies, standards, and procedures.

E - 5%

Performs other job-related duties as assigned.

1.     All member service activities are efficiently, effectively, and accurately performed in accordance with credit union established policies, standards, and security procedures. Focus on providing outstanding, exemplary service at every interaction.

2.     Greet and welcome every member. Accurately post transactions, verify cash and endorsements, receive proper identification for all member transactions.

3.     Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.
Member problems or questions are courteously and promptly resolved and effective assistance is provided to each member.

4.     Proactively seek opportunities to identify appropriate products and services for the betterment of the member's financial well-being.

5.     Maintain a professional work environment and businesslike appearance focused on efficiency and creating a sense of urgency in serving members’ needs.

Experience - Six months to two years of similar or related experience.

Education - A high school diploma or GED.

Interpersonal Skills - A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others.

Other Skills

Excellent communication skills. Ability to perform basic math skills and use decimals to compute ratios and percentages. Ability to work under pressure. Must be able to have a good working knowledge of basic computer software, email software, IM software, use of the internet and the ability to learn internal use software.  Must be good with detail to deal with numbers and names.

Physical Requirements: The employee, in the course of performing this position, spends time writing, typing, speaking, listening, and lifting (up to 25 pounds).  The employee for this position may operate an or all of the following: telephone, copy and fax machines, calculator, imaging equipment, postage meter, computer terminal, personal computer, related printers, and teleconferencing equipment.

This position will require travel by automobile between branches and occasional travel elsewhere.

 Work Environment: The environment for this position is an open office that is clean and comfortable.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Management reserves the right to change this position description at any time according to business needs.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.