Member Service Representative (MSR)

Member Service Representative (MSR)

Are you looking to work for a fun, fast paced, hardworking, learning setting with great people in a team orientated environment?

If you are interested in helping people achieve their financial goals and making a difference in the lives of others, a credit union is a place for you. Credit unions are a great place to work as we are focused on our mission of "people helping people". Working at a credit union is fun, fulfilling and best of all, we get to make a difference in our members' lives.

At Partnership Financial Credit Union (PFCU) we have a position available that could be a great fit for you. If you have a knack for a fast-paced, get-it-done workplace, a passion for helping people, and enjoy working and collaborating with others, then you should join our team!

When you work for PFCU, you are both an employee and a member of a credit union. This means we care about your well-being just as we do our members, and you'll get to enjoy all the benefits a credit union has to offer too!

We are looking for a full-time Member Service Representative to join our team working in our Morton Grove office! If you are interested and would like more information, please see below to read a full description of duties and requirements.

Summary

The MSR I is responsible for assisting members with their financial needs, processing transactions and requests within limits and with a high degree of accuracy. The MSR I focus is on learning all PFCU's product and services and works towards deeper understanding. The MSR I will build relationships and enhances the member experience by providing prompt, efficient, confidential and accurate service in a friendly, positive and professional manner while recognizing additional sales opportunities.

The MSR I will report to the Branch/Operations Manager and/or Member Service Supervisor and can receive guidance from other staff/MSR II. S/he acts in accordance with established policies, procedures and regulations and accurately provides members with a variety of financial services while meeting or exceeding established sales goals.

Key Responsibilities

1. In person, phone or email, greets, interacts, communicates, and assists members by providing prompt, efficient and accurate service within established limits in a professional and friendly manner. Assists member with general account Inquires or Issues for resolution and satisfaction.
2. Ability to gain proficiency in all credit union software applications including member applications, Microsoft Office and general office equipment.
3. Within established limits, processes all types of member transactions and documentation associated with member requests including but not limited to; general account deposit, loan transactions, limited new account opening, member profile updates change on Core system and ancillary products such as, movie tickets, vehicle stickers and gift and travel cards. Requests additional Information from member when needed and follows up to ensure completion.
4. Builds member rapport at every opportunity. Promotes, explains and cross-sells PFCU's product line to all members consistently.
5. The aptitude or desire to acquire general understanding of all PFCU products and services in order to sell / cross sell to members and obtain Individual and organizational goals.
6. Keeps abreast of Industry developments including, but not limited to changes in regulations, technology current events, credit union, banking, and lending trends allowing members to rely on you for Information and education.
7. Promotes and maintains a positive work atmosphere by communicating in a manner consistent with professional standards; works effectively with members, co-workers, management and vendors. Displays and promotes teamwork. May represent PFCU in SEG and community functions to promote the credit union in a positive light.
8. Ensures adherence to company all policies and procedures and Banking/Credit Union Regulations; adheres to all regulatory compliance including teller operational duties.
9. Maintains and monitors cash control position for own cash drawer. Maintains and completes audit logs for internal controls and monitors and replenishes office supplies and Inventory.
10. Performs additional duties as required and may be utilized in other PFCU offices and departments as business needs dictate.

Scope

The MSR I works under close supervision following established guidelines and procedures. This person has a sales and operational skill-set, proactive, cross functional, action orientated, self-motivated, detail and goal orientated. The MSR I works within the MSR Team and reports to the Branch Manager. The MSR I works towards the position of MSR II by enhancing and deepening his/her knowledge of PFCU's financial products and services, procedures, governmental regulations, attends meetings, training opportunities, and meets or exceeds established sales goals. S/he must possess good relationship building, communication (oral and written) skills, willingness to learn and refer PFCU products and services to members on a consistent basis. Additionally, s/he must meet all required PFCU and regulatory compliance training.

Essential Skills, Knowledge and Requirements

1. High School Diploma or equivalent job related experience providing the necessary knowledge, skills and abilities to successfully perform the responsibilities of the role.
2. Minimum of 6 months of related experience; customer service and sales. Prior cash handling, credit union or banking experience a plus. Experience In working with and assisting others in a professional setting.
3. The ability and desire to consistently build relationships, identify, introduce additional products and services to members or potential members in order to meet assigned Individual or organizational goals.
4. Excellent verbal, written communication skills, well-organized, ability to multi-task, accuracy and detail-orientated.
5. A professional demeanor, positive attitude and the willingness to advance.
6. General understanding of credit union or banking or lending products, services, policies and procedures.
7. Results driven, goal and service oriented, self-motivated and able to work independently and as part of a team.
8. Trustworthy with the ability to maintain highest level of integrity; bondable.
9. Proficiency In all PFCU's software applications Including member applications and Microsoft Office.
10. Must be flexible regarding work schedule as evening hours may be necessary.

Additional Information and Requirements

The MSR I performs a major portion of his/her duties through verbal and written communications. It is critical that s/he possess the ability to communicate with clarity, while understanding and explaining complex situations to team members and outside contacts. Accuracy is essential and s/he must possess the ability to proof read documentation and correspondence to Insure free of errors and fraud. The person will spend a good portion of the day standing and may be mobile throughout the credit union for purposes of meetings, working with others etc. The ability to move or lift files, boxes and general office equipment if needed.

Each employee is required to uphold the Credit Union's compliance with all policies, procedures and required regulations including the Bank Secrecy Act and our Anti-Money Laundering policy.

Partnership Financial Credit Union