Member Service Representative

Everence Federal Credit Union Position

Professionally represent Everence Federal Credit Union to members and future members. Accurately and efficiently process member transactions and service requests, as well as open new memberships/accounts in a courteous, discreet, and professional manner. Promote credit union products and services by proactively engaging in conversation with individuals, organizations, and businesses, helping them achieve their banking needs. Serve as backup to other branch staff and support the branch manager and staff with additional office responsibilities as assigned.

Responsibilities and Duties:

1. Process member transactions, including deposits, withdrawals, check cashing, loan payments, transfers, cashiers checks, cash advances, stop payments, and wire transfers.
2. Process non-member transactions through the CO-OP Shared Branching network.
3. Adhere to policies and procedures, including but not limited to security, transaction verification, cash limits, cash handling, and check cashing guidelines. Adhere to the Anti-Money-Laundering Policy established to comply with the provisions of the Bank Secrecy Act (BSA), which includes the Customer Identification Program (CIP), Currency Transaction Report (CTR), Suspicious Activity Report (SAR), and Monetary Instrument Log; USA Patriot Act; and regulations from the Office of Foreign Assets Control (OFAC).
4. Balance cash and daily transactions. Investigate and resolve out-of-balance conditions.
5. Scan checks received for deposit, payment, or cash.
6. Ensure individuals, organizations, and businesses meet eligibility requirements.
7. Open/close memberships/accounts and renegotiate Certificates of Deposit/IRAs.
8. Complete forms and enter information into the database to establish new memberships/products/services, order checks, and perform maintenance and service requests.
9. Receive, direct, and handle telephone calls, facsimile, email, and mail-in requests.
10. Process night depository and mail-in transactions.
11. Present and explain credit union products and services to members and recommend the right products and services to assist them in meeting their everyday banking needs.
12. Cultivate member loyalty and deepen member relationships by engaging members. Educate members on options for managing financial transactions by leveraging technology, tools, and resources.
13. Serve as a resource for members by answering questions and researching requests. Apply product and procedural knowledge to identify, mitigate, and resolve member problems effectively.
14. Drive proactive sales conversations through internal and outbound interactions with a defined sales process, including outbound calling, service to sales, and teller interactions. Deliver a full Everence conversation with every client interaction to identify the appropriate Everence solutions.
15. Manage member traffic flow through the lobby and telephone.
16. Assist in branch opening and closing procedures.
17. Support balancing and auditing vault, other MSR cash, and negotiable instruments.
18. Quality check new memberships/accounts and service/maintenance requests.
19. Complete reports and records as needed.
20. Onboard new members with follow-up telephone calls, e-mail messages and/or mailings.
21. Contact members and prospects to update records, set appointments, and cross-sell.
22. Complete all required training and participate in electives to enhance skills.
23. Participate in meetings and other events as required.
24. Assist the Branch Manager with follow-up work such as insurance, financials, and assembling loan folders.

Qualifications:

Education: Minimum high school diploma or equivalent

Experience:

1. Basic understanding of credit union operations
2. Cash handling or retail service experience is required, and experience in financial services is preferred

Skills and Abilities:

1. Ability to provide exceptional service
2. Professionalism, honesty, integrity, and good listening skills to build rapport and relationships
3. Strong interpersonal, communication, and organizational skills
4. Accuracy and attention to detail with mathematical aptitude and analytical skills
5. Ability to exercise good judgment, solve problems, offer sound advice, and cross-sell products and services
6. Ability to operate related computer applications and business equipment, including PC, Internet, e-mail, Windows software, adding machine, telephone, facsimile, copy machine, money counting machine, and scanner. Experience with customer databases is a plus
7. Adaptability to changing workflows to remain productive in fast-paced and slower times
8. Availability to work based on the branch needs
9. Ability to lift boxes and heavy coins as well as stand on ones feet for extended periods of time

Supervisory Responsibilities: None

Schedule: Full-time (M-Th 9 am - 4 pm / F 9 am - 5 pm)