Member Service Representative

Overview
POSITION SUMMARY:
The primary duties/responsibilities of the Member Service Representative (MSR) include quality, responsive, and professional member service to all members and staff of GreenState Credit Union in all daily transactions and inquiries. Provides information and/or answers questions regarding transactions and all Credit Union products and services. This position is the front line to our members and the face of the credit union. Service starts with this key role and they are our service champions. The qualified candidate will be member focused, show excellence in accuracy and all their work, demonstrate integrity, share one vision through teamwork and continually look for improvement within their role.
GREENSTATE CULTURE:
At GreenState, our purpose is to create lasting value for our members, our communities, and one another. We empower our teams to create opportunities that strengthen financial well-being, transform lives, and enhance the vitality of the communities we serve. We know our success—now and in the future—is deeply rooted in fostering an engaging, diverse, and inclusive workplace where everyone knows they matter, their work makes an impact, and their everyday commitment to living our values is what brings our mission to life.
Pay range for this hourly position is $17.39 - $20.33/hr with a monthly incentive opportunity and a progressive benefits package.
Responsibilities
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed and are subject to change:
* Adheres to the Credit Union Service Standards in carrying out GreenState's mission and vision.
* Demonstrates a positive member service (internal and external) focus at all times, greeting members and guests with a smile and eye contact immediately upon their arrival, using their name or acknowledging them, and thanking them for their business.
* Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
* Ensures confidentiality of member information.
* Supports a diverse and inclusive work environment.
* Ensures confidentiality of members account records and account information. Request identification whenever necessary and provide account information to only those members listed as primary or joint owners.
* Makes weekly outbound service calls to members.
* Answers member questions or refer members to appropriate departments or supervisors.
* Assists with member account discrepancies, statement problems, complaints and escalates as necessary.
* Performs member transactions including; deposits, withdrawals, transfers, check cashing, loan payments, credit card payments, cash advances, bond redemptions, disbursement of official checks, sale of money orders, cashier checks, savings bonds, and promotional sales materials.
* Builds member relationships by recognizing their financial needs and meeting those needs with the appropriate GreenState product and service or referring them to the specialized department (Wealth Management, Commercial, Mortgage, GreenState Insurance etc.) to be served.
* Maintains a satisfactory balancing record.
* Educates members and staff of the features and benefits of all our products and services.
* Refers products and services that benefit members to achieve team goals.
* Accepts and examines checks for endorsements and negotiability. Determine availability of funds based on regulations and policy. Place holds on accounts for uncollected funds when necessary, provide member with the proper documentation.
* Processes mail and night deposit transactions.
* Completes all forms including negotiable instrument logs, vault cash advances/turn-ins, direct deposit, member check orders.
* Participates in Opening and Closing procedures. Organize the MSR area and turn off all equipment (computers, copier, adding machines, lights). Ensure all confidential information is secured at the end of the day.
* Complete daily work including balancing and reconciliation of drawer offages.
* Monitors and manage the vault including cash disbursements, balancing, and end of day lock-up. Ensure that enough, but not excessive, funds are always on hand .
* Assists in security procedures. Has access to and is accountable for office keys and combinations.
* Balances, maintains, and corrects the coin machine and cash recyclers.
* Plays a vital role in enriching the community by participating in community service organizations and/or Credit Union sponsored events.
Qualifications
JOB REQUIREMENTS:
* Interpersonal skills to represent the Credit Union in a positive way.
* High energy with the ability to approach individuals to engage in conversation, build rapport, establish and maintain member loyalty.
* Thorough knowledge of deposit products and regulations.
* Accuracy in the handling of cash, recording daily transactions, and attention to detail.
* Good telephone manners and techniques.
* Ability to work with minimal direction and exercise sound judgment.
* Member account problem-solving skills.
* Proficiency with related computer applications, spreadsheets, word processing, and database applications.
* Ability to develop and maintain effective working relationships as a cohesive team.
* High school diploma or the equivalent (i.e. GED).
* Cash handling, sales, and customer service experience desired.
* Must be bondable.
* Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand.