Member Service Representative II (Roving)

Job Description

Job Description

ROLE: Responsible for overseeing teller operations and member service activities, this role ensures the efficient implementation of policies, procedures, and systems. The position involves coordinating, directing, and assigning work, resolving complex issues, and overseeing balancing to maintain smooth operation of Teller lines and ensure adequate coverage. It includes general training and supervision of Member Service Representatives (MSRs), while also providing a full range of services to members and prospective members. The role requires active cross-selling of Credit Union products and services, ensuring members are promptly and professionally served. Responsibilities also encompass interviewing for loan applications, assisting with loan processing and servicing, managing new accounts, preparing loan applications for credit approval, and disbursing approved loans.

MAJOR DUTIES AND RESPONSIBILITIES:

Member Services: Promptly resolves member inquiries, handling requests and problems efficiently. Guides members through loan application processes, including document collection and electronic signing. Offers detailed information on accounts, interest rates, and other services, actively engaging in cross-selling Credit Union products.

Branch Operations Support: Conducts daily branch opening and closing procedures, ensuring the security of the vault, alarms, and premises. Perform account maintenance, file updates, and assist with teller operations as necessary, including balancing cash and maintaining inventories of negotiable items.

Sales : Proactively engages members to inform them about Credit Union services and financial products, opening new memberships and effectively cross-selling to enhance relationships, expand the member base, and meet or exceed branch goals while ensuring comprehensive onboarding to address the broader financial needs of members.

Business Development: Participates in business development activities aimed at elevating awareness among members and potential members about the Credit Union’s products and services.

Team Development and Training: Contributes to a productive team environment by providing support and training to new and existing employees on policies, procedures, and product offerings. Assists in fostering a learning atmosphere that encourages improvement and excellence.

Communication & Participation: Contributes to a productive team environment by providing support and training to new and existing employees on policies, procedures, and product offerings. Assists in fostering a learning atmosphere that encourages improvement and excellence.

Compliance: Adheres to all organizational policies and procedures, ensuring regulatory and legal compliance across all operations.

As Assigned: Completes all projects, as assigned, accurately and in a timely manner.

KNOWLEDGE AND SKILLS:

Experience: Relevant experience in the financial services industry is preferred

Education, Certifications, Licenses: High school graduate or equivalent.

Interpersonal Skills:

Active Listening : Attentive and responsive to the ideas and concerns of others, demonstrating understanding and respect.

Communication : Attentive and responsive to the ideas and concerns of others, demonstrating understanding and respect.

Conflict Resolution : Skilled in de-escalating situations, handling complaints gracefully, and turning negative customer experiences into positive outcomes.

Emotional Intelligence : Skilled in de-escalating situations, handling complaints gracefully, and turning negative customer experiences into positive outcomes

Ethical Integrity: Strong dedication to ethical principles in all decision-making and professional interactions, with a focus on transparency, fairness, and respect.

Team Collaboration : Working well with others in the support team and across departments to share information, resolve issues, and improve customer satisfaction.

Other Skills:

Adaptability : Flexible handling change, challenges, and uncertainty in a fast-paced environment.

Attention to Detail : Ensures accuracy in all member interactions, from documenting issues to following through on resolutions and member follow-ups.

Continuous Learning : Commitment to improving one’s knowledge and skills related to customer support, including staying updated on product changes, support methodologies, and customer service trends.

Problem-Solving : Ability to quickly identify the root cause of a member's issue and creatively find effective and efficient solutions.

Technical Proficiency: Familiarity with customer support tools, software, and technologies used in managing customer inquiries, tracking issues, and maintaining records.

Time Management : Ability to manage multiple tasks and member interactions effectively, prioritizing issues based on urgency and impact.

ADA Requirements

PHYSICAL REQUIREMENTS : Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

WORKING CONDITIONS: Must be able to routinely perform work indoors in climate-controlled shared work environment with moderate noise.

MENTAL AND/OR EMOTIONAL REQUIREMENTS:

Must be able to perform job functions independently and with limited supervision. Must work effectively as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality and/or fast pace. Must be capable of exercising the highest level of discretion on confidential matters.