Member Service Representative

Role:

The MSR position is responsible for performing a broad variety of member services such as greeting members, opening and closing accounts, assisting members and 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. Identify and suggest solutions that will improve our members economic well-being.

Essential Functions & Responsibilities:

E 45%   

Answer basic member inquiries regarding interest rates, service charges, and account histories while complying with disclosure requirements, regulations and consumer privacy policies. Assist member with direct deposit, and miscellaneous authorization forms. Assist members with setting up ACH, Mobile Deposits, and bill payments. Continually enhance product knowledge. Present and explain Credit Union products and services to members and assist them in meeting their financial needs. Assist the lending department in taking of loan applications, delivery of loan decisions, addressing general loan information and closing of member loans. 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 Member Service Representatives are to 'own' every relationship and remain member centric. Actively and professionally cross sell Credit Union products and services to ensure members financial needs are met. Must comply with all Credit Union policies, procedures and protocols.

E 40%   

Receives, processes and post member financial transactions, including deposits, withdrawals and loan payments, sells money orders and gift cards to members. Process transfers from member accounts as directed. Resolve member request and questions promptly, courteously, and professionally. Balances cash drawer and daily transactions.

E 10%   

Maintains privacy of member account information. Security procedures are understood and adhered to by all staff. Required reports and records are accurate, complete and timely. Excellent, courteous and respectful working relationships and coordination exist with co-workers and with Management. Management is appropriately informed of area activities. The Credit Union's professional reputation is maintained and conveyed. Attends meetings and training as required (by deadlines).

E 5%      Performs other job-related duties as assigned.

Performance Measurements:

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 entering the branch. Accurately post transactions, verify cash and endorsements, receive proper identification for all member transactions. Promptly and accurately accept loan applications and submits for underwriting. Follows up on all active loan applications daily.

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 member’s needs. 

Knowledge and Skills:

Experience         

Six months to two years of customer service experience and cash handling is preferred.

Education          

A high school diploma or GED.

Interpersonal Skills        

Work involves building member relationships built on trust and loyalty which assists members in reaching their financial goals. 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, multi-task and is detailed oriented. 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.

Physical Requirements 

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

This position also requires regular 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. It may include some minor annoyances such as noise, odors, drafts, etc. The employee is in a non-confined office-type setting in which he or she is free to move about at will. Non-smoking workplace.

This Job Description is not a complete statement of all duties and

responsibilities comprising the position.