Member Service Representative

Role: A Member Service Representative's primary responsibility is to assist members in meeting routine financial goals while exceeding their expectation for service. To accomplish this, Member Service Representatives are responsible for performing routine account transactions, cross-selling various products and services in order to fulfill the member's financial needs and researching and resolving member account questions and concerns.

Essential Functions & Responsibilities:
40% - Receives and processes member's financial transactions.
30% - Cross-sells various deposit, loan and convenience services appropriate to each individual member.
15% - Uses problem solving skills to research member account questions and concerns.
10% - Performs other daily, weekly and monthly routine tasks.
5% - Performs other duties as assigned.

Performance Measurements:

1. Welcomes members and guests by name, provides routine information concerning services and directs members to the appropriate department for specific information and service. Overall, provides friendly, professional, accurate, personal service to all members.
2. Completes member transactions including but not limited to deposits; withdrawals; transfers; loan and VISA payments; check cashing; wire transfers; coin machine transactions; cash advances; non-member and shared branching transactions; opening IRAs; ordering members checks; and direct deposits. Sells VISA gift cards, foreign checks and cashier’s checks to member. Processes debit and credit card disputes. Sorts incoming mail and processes mail transactions including night deposit transactions.
3. Fulfills the stated financial needs of members and through directed conversation uncovers the unstated financial needs of members. Cross-sells various deposit, loan and convenience services appropriate to each individual member in person as well as by mail and telephone.
4. Completes routine tasks including but not limited to maintaining cash drawer maximum allowed limits; verifying and balancing a cash drawer; assists in verifying cash shipments and orders; services and fills TCRs; audits gift cards; balances the vault book and services the coin machine.
5. Resolves member questions and concerns; researches account inquiries; and troubleshoots and replies to internal inquiries in a timely, friendly and accurate manner. Completes additional follow up as needed.
6. Becomes familiar with and abides by policies, procedures and guidelines set forth by the credit union, e.g. Security; Bank Secrecy Act; Identity Theft and Red Flags; Cash Over/Short Guidelines; Check Cashing and Holds; Confidentiality; etc.
7. Follows proper procedures for dual control.
8. Performs a variety of miscellaneous tasks including typing, filing, computer input, answering the telephone before three rings and other duties as assigned.
9. Maintains a dependable record of attendance and timeliness.
10. Participate in training and professional development activities to acquire and maintain standards established by the credit union. This could include attending conferences, seminars and workshops as directed by Management.

Knowledge, Skills and Abilities:

Experience - One year to three years of similar or related experience in customer service, cash handling, sales, banking or financial services.

Education - Requires a high school education or GED. 

Work Environment

-  Not substantially exposed to adverse environmental conditions. 

- State of Pennsylvania residency required.

Service 1st Federal Credit Union provides equal opportunity without regard to sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by applicable law in employment and in our business activities.