Member Services Representative

Job Summary

The Member Service Representative (MSR) is the first point of contact for credit union members. The MSR focuses on delivering exceptional member service while promoting and cross-selling financial products and services in conformance with established credit union policies and procedures. The MSR contributes to the to the branch performance goals by meeting or exceeding individually assigned sales and service goals.


Essential Job Functions

• Engage with members and represent the credit union in a courteous and professional manner providing prompt, efficient, and accurate service to ensure the highest level of customer satisfaction
• Contribute to a positive work environment and SMCU image by maintaining courteous, respectful and effective interactions, teamwork, and communications with co-workers and members to enhance positive behaviors and employee satisfaction
• Recognize opportunities to engage in product cross selling aimed at deepening the member relationship
• Actively listen and assess member needs to provide targeted product solutions
• Handle and resolve difficult and challenging member issues by utilizing conflict management skills
• Provide effective member service by answering member inquiries, investigating, and resolving errors.
• Leverage and utilize software programs to open and maintain a wide variety of credit accounts, services, and perform account maintenance
• Develop and maintain strong relationships with members to foster loyalty and trust while providing financial guidance
• Adhere to federal and state compliance regulations as well as corporate policies and procedures for transaction processing
• Process teller related requests for cash, check deposits, withdrawals, monetary instrument sales, loan payments, credit card payments, issuing debit cards, account transfers, and account maintenance
• Originate, process, and close on consumer loan applications while following established lending procedures
• Actively contribute to branch performance goals and work to meet or exceed individually assigned sales and service goals by opening new accounts/services, performing account maintenance, and product sales
• Foster teamwork environment and provide superior member service by actively listening to member feedback
• Actively engage in business referrals to affiliated credit union partners
• Gather data and process various reports, formulate routine letters, and provide member outreach as needed
• Assist with ordering, verifying, and distributing cash shipments as needed
• Assist with daily branch balancing of ATM's, cash boxes, and electronic dispenser units
• Assist with routine audit functions of teller cash boxes, cash dispensers, ATM's, negotiable items, cameras, alarms, debit card stock, and other security items as needed
• Assist with opening and closing the branch by following established security protocols
• Adhere to credit union security policies, including verifying customer identification and recognizing potentially fraudulent activity
• Report suspicious transactions or fraudulent activity
• Adhere to and keep current with policies/procedures and compliance standards
• Prioritize continued education and learning by completing assigned coursework for product knowledge and regulatory compliance

Other Duties

• Attend staff, departmental, and other required meetings and trainings
• Travel to client or prospect locations, conferences, or other professional development and networking events
• Travel and work at other branch locations as needed
• Provide service to our membership communities by actively volunteering time to local, civic, and charitable organizations
• Other duties as assigned

Qualifications, Experience, and Education

• High School diploma equivalent plus specialized coursework in retail services
• One year of previous experience as a teller or in a customer service role
• Solid, basic, mathematical skills for counting cash
• Effective organizational and communication skills and attention to detail
• Ability to utilize various types of office equipment including computer terminals and software
• Possess Comm of Massachusetts Notary Public certification or willingness to obtain

Computer and Equipment Skills

• Foundational computer skills, including Microsoft Office Suite and the Internet. Ability to navigate at a basic level within web-based applications
• Use of Outlook email and calendaring
• Advanced skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint, Access and/or other web-based applications (preferred)
• May produce complex documents (spreadsheets)
• Perform analysis and maintain databases
• Use of online teleconferencing software (e.g., Zoom or Teams)

Competencies

The competencies of adaptability, accountability, improvement and innovation, collaboration, communication, job knowledge, customer (internal and external) service, organizational awareness, and self-development are the knowledge, skills and abilities required for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Schedule & Environment

Monday through Saturday (40 hrs)

Usual office working conditions with absence of most disagreeable conditions and with occasional exposure to noise.

Physical Demands

While performing the duties of this position, the individual is required to use hands, handle and feel objects, tools or controls; reach with hands and arms; talk and hear. The individual frequently is required to stand, walk and sit. The individual is occasionally required to stoop, kneel, crouch or lift to fifteen pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.