Member Service Representative

Join Team CEFCU

Are you ready to make the most of your talents and abilities, while helping others make the most of their finances? Apply to join Team CEFCU!

CEFCU member service team members are critical to the success of the credit union. They provide a professional, knowledgeable, and caring experience when members contact us. We are looking for individuals who are personable, articulate, and positive to add to our already awesome team!

Demonstrates a strong, needs-based sales and service focus as defined and measured in the Member Center and Corporate Balanced Scorecards. Determines financial needs through a strategic questioning approach, educating and cross-selling CEFCU/CEFCU Investment Services (CIS)/CEFCU Financial Services (CFS) products and services to members as well as utilizing Creating Member Loyalty (CML) skills. Responsibilities include opening, transferring, and closing consumer and business accounts, originating and closing consumer loans, assisting with electronic service channels, and problem resolution. Supports Member Center activities by planning promotions, performing essential duties in all areas of the member center, and maintaining a member-oriented focus to professionally resolve member inquiries and ensure satisfaction. Maximizes developmental opportunities through lifelong learning and practices and promotes quality in all job duties including form completion, documentation, security, and compliance with established policies, procedures, and regulations. Provides the highest quality member experience, for both internal and external members.

Hours:

• Monday-Thursday: 8:45 a.m. - 5:15 p.m.
• Friday: 7:45 a.m. - 5:15 p.m.
• Saturday: 8:45 a.m. - 1:15 p.m.
• Flexibility in scheduling is required. Saturdays are required with a day off throughout the week.

Required:

• High school diploma or equivalent.
• 0-2 years of customer service experience.
• Must register with the Nationwide Mortgage Licensing System and Registration (NMLS) to comply with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act).
• Acquire and maintain proficiency in CEFCU mainframe applications and the following third-party systems such as, Instant OFAC, VSoft, OnBase, Instant Issue, TrueChecks, Branch Appointments, Lobby Tracking (LTS), Patriot Officer, QuickAssist, Ascensus (IRA Direct), Q2 Co-pilot, ChexSystems/Qualifile, and J.P. Morgan Access.
• Demonstrated relationship building, sales and servicing skills and a thorough knowledge of CEFCU products and services.
• Acquire and maintain a thorough understanding of all Federal and State Regulations governing Financial Institutions regulatory and technical knowledge through the successful completion of the formal Member Service Representative Deposit Accounts Training Module within one year, including required continuing education related to the following: NCUA Share Insurance, Regulations DD/Truth-in-Savings Act (TISA), Regulation CC, Regulation E, Bank Secrecy Act (BSA), Check21 Act, U.S. Patriot Act.
• Acquire and maintain a thorough understanding of all Federal and State Regulations governing Financial Institutions through the successful completion of the formal Member Service Representative Training Loan Interviewing/Documents Module within one year, including required continuing education related to the following: NCUA Lending Regulations, Credit Practices Rule, Regulation B, Regulation Z (Truth in Lending Act TILA), Fair Credit Reporting Act (FCRA), Home Mortgage Disclosure Act (HMDA).
• Successful completion of the formal Member Service Representative Training modules IRA/CESA/HSA - within one year, including required continuing education related to rules, regulations and contribution limits.
• Successful completion of the formal Member Service Representative Training module - Cashier - within two years, as required.
• Successful completion of the formal Member Service Representative Training module - Business Services - within two years, including required continuing education related to Regulation GG.
• Successful completion of Member Assistant Training (MAT) within six months.

Preferred:

• Demonstrated proficiency of Member Assistant position duties and responsibilities including technical knowledge of CEFCU and related third party Systems.
• Demonstrated proficiency of Cashier position duties and responsibilities including technical knowledge of CEFCU and related third party Systems, such as Teller Encore System (TES).
• Thorough understanding of all MSR functions including technical knowledge of Teller Encore System (TES) transactions and NAOS.
• Proven record of excellent judgment and decision-making abilities.
• Demonstrated leadership skills to proactively evaluate situations using available resources and make informed decisions in unusual or escalated circumstances.
• Applicable college courses or commensurate experience.

Summary Pay Range

The anticipated starting pay range for this position is $22.02 - $25.88.

The pay range listed represents the anticipated starting range for a successful candidate. Final compensation will be based on factors such as experience, skills, and qualifications.

Please note that salary is only one component of total compensation at CEFCU.

Benefits

Financial

Merit-based raises

Health and Welfare

Generous paid time off (Holiday, Personal or Sick Time, Vacation)

Comprehensive Medical, Dental, and Vision coverage (PPO, HDHP)
Flexible Spending Plan (Medical Reimbursement Account and Dependent Care Reimbursement Account)

Health Savings Account

Voluntary Benefits (Accident Plan, Critical Illness Plan, Hospital Indemnity Plan, Identity Theft & Fraud Protection Plan, Legal Plan)

Life Insurance

Accidental Death & Dismemberment Insurance

Disability Benefits

Defined Benefit Plan Pension

Defined Contribution Plan 401K

Additional Benefits

Employee Assistance Program

Tuition reimbursement

Career growth through internal job postings

Management Development Program: formal mentoring and training

Opportunities to help improve and build the CEFCU of tomorrow through process teams

Opportunities to personally contribute to corporate financial literacy and community initiatives

Casual days to support local charities

Employee discounts on entertainment, cell phone plans, theme park tickets, and more

On-site fitness center, fitness classes, and wellness program

It is CEFCU's policy and intent to provide equal opportunity to all persons without regard to race, color, religion, political affiliation, sex/gender (including gender expression/identity, pregnancy, childbirth and related medical conditions), marital status, registered domestic partner status, sexual orientation, age, ancestry, national origin, veteran status, disability, medical condition, genetic characteristics, and/or any other basis protected by law. This policy covers all facets of employment including, but not limited to: recruitment, selection, placement, promotions, transfers, demotions, terminations, training, and compensation.