Member Service Representative

CREDIT UNION PROFILE

Del-One Federal Credit Union (Del-One) is a member-owned, financial cooperative and has been a part of the community for over 65 years. Del-One strives to be the members' financial partner for life. Del-One staff work as member advocates; learning about their needs and wants and helping them to find ways to reach their financial goals. Del-One is more than just a full-service financial institution with branch locations throughout Delaware. It is an organization that also embraces the community it serves.

In addition to being Delaware's largest credit union, Del-One has been recognized as a "Top Workplace" and "Best Credit Union". Del-One is strategically positioned to deliver on the organization's brand promise of providing value to its membership through innovative product development and exceptional service. Del-One continues to create compelling career and professional development opportunities up and down the organization recognizing the success of the credit union is driven by the engagement and strength of the team.

POSITION PURPOSE

The Member Service Representative II maintains a commitment to cross-selling Del One products and services, providing quality service by adhering to the service standard expectations, promotes advocacy and continually focuses on improvement with member perception of service delivery. Consistently follows operational processes and procedures when handling member transactions. Support growth objectives by representing the Credit Union in a professional manner. Consistently promotes a positive teamwork environment. Attracts new members and actively supports member and account retention by completed required training and retaining knowledge of the service offerings of the Credit Union.

Requirements

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Assumes responsibility for the effective and professional performance of member service functions.

• Represents the credit union to members in a courteous and professional manner and provides prompt, efficient, and accurate service in the processing of transactions.
• Maintains knowledge of all Del One deposit products, services, procedures and compliance regulations while staying informed of all policy and procedural changes.
• Presents and explains credit union services and products to members and assists in meeting their financial needs. Opens and closes accounts; reviews new account paperwork for completeness. Processes and funds loans. Rents safety deposit boxes. Orders checks for member accounts. Completes payroll deductions and authorization forms.
• Answers questions and solves problems for members by listening to problems, collecting data, securing answers, and/or directing them to the appropriate person for specific information and assistance. Listen attentively to member needs and concerns; demonstrate empathy.
• Handles requests from members such as, but not limited to, transfers of shares to loan payments, share withdrawals, check requests, stop payments, line of credit advances, or any other requests received from members.
• Assists with management of certificate accounts and their renewals.
• Receives and directs members and telephone calls. Responds to inquiries and questions or directs them as necessary. Records and relays messages.
• Assists with TCD, ATM, vault, and coin machines. Assists in verifying branch cash order.
• Opens and maintains IRA accounts and answers questions regarding IRAs.
• Maintains cash drawer in accordance with credit union policy and procedure.
• Performs drawer audits with Branch Manager.
• Assists in the security testing of branch with Branch Manager and/or Assistant Branch Manager.
• Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act regulations.

Assumes responsibility for establishing and maintaining effective, professional business relations with members.

• Resolves member requests and questions promptly and courteously.
• Keeps members informed of Credit Union services and policies.
• Follows-up on cross-sell opportunities to new members.
• Maintains and projects the Credit Union's professional reputation.

Assumes responsibility for establishing and maintaining effective coordination and working relationships with branch personnel and management.

• Assists branch personnel as required.
• Keeps supervisor informed of branch activities and significant problems.
• Completes required reports and records accurately and promptly.
• Attends meetings as required.

Assumes responsibility for related duties as required or assigned.

• Actively and professionally cross sells Credit Union services.
• Ensures that work area is clean, secure, and well maintained.
• Assists with VISA applications and processing as needed .

PERFORMANCE MEASUREMENTS

• Member service functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
• Good business relations exist with members. Member problems or questions are courteously and promptly resolved. Effective assistance is provided with member bookkeeping and checking account problems.
• Good working relationships and coordination exist with coworkers and Management. Appropriate assistance is provided to branch staff as needed. Supervisor is appropriately informed of branch activities.
• Required reports and records are accurate, complete, and timely.
• The Credit Union's professional reputation is maintained and conveyed.

QUALIFICATIONS

Education/Certification

• High School graduate or equivalent experience

Required Knowledge:

• Thorough knowledge of member services and products provided
• Understanding of member bookkeeping procedures

Experience Required:

• One to three years of related experience
• Strong cash handling experience
• Credit union or financial experience preferred

Skills/Abilities:

• Excellent communication (verbal and written) skills
• Professional appearance and attitude with a passion for providing exceptional service
• Ability to operate related computer applications and other business equipment including 10key, TCD, ATM, and telephone
• Solid mathematical and bookkeeping skills
• Strong attention to detail

PHYSICAL ACTIVITIES AND REQUIREMENTS OF POSITION

Finger Dexterity:

• Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together

Talking:

• Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly

Average Hearing:

• Able to hear average or normal conversations and receive ordinary information

Repetitive Motions:

• Movements frequently and regularly required using the wrists, hands, and/or fingers

Average Visual Abilities:

• Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery

Physical Strength:

• Sedentary work; sitting most of the time; exerts up to 10 lbs. of force occasionally

WORKING CONDITIONS

None:

• No hazardous or significantly unpleasant conditions

Travel:

• Frequent travel

MENTAL ACTIVITIES AND REQUIREMENTS OF POSITION

REASONING ABILITY:

• Ability to apply logical or scientific thinking to a wide range of intellectual and practical problems.
• Able to deal with exceedingly difficult concepts and complex variables

MATHEMATICS ABILITY:

• Ability to compute discount, interest, profit, and loss; commission markup and selling price; ratio, proportion, and percentage.
• Able to perform very simple algebra

LANGUAGE ABILITY:

• Ability to read scientific and technical journals, abstracts, financial reports, and legal documents.
• Ability to prepare articles, abstracts, editorials, journals, manuals, and critiques
• Ability to prepare and make comprehensive presentations, participates in formal debate, communicate extemporaneously, and communicate professionally before an audience

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.


All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.


In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.