Member Service Associate

Job Description

Job Description

A person in this position is responsible for providing a variety of functions for members in person, via phone, email, and through the mail, including processing deposits, withdrawals, loan payments, cashiers' checks, cash advance, debit cards, etc. Maintains accurate records for daily transaction. Actively cross-sells Credit Union services when appropriate. Performs specified additional duties as assigned. Complies with all state and federal regulations as well as company policies.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

 

Assumes responsibility for the efficient, effective, and accurate performance of teller functions.

a. Assists members with various account transactions in person, over the phone, by email, etc.

b. Performs cash functions, including receiving share deposits, withdrawals, check cashing, and loan payments while preparing a proper receipt for each transaction. Processes internal and external transfers.

c. Processes cash advances, cashiers' checks, domestic and international wires, redeems government bonds and similar transactions.

d. Assists members with all debit card related issues. Forwards escalated debit card issues to debit card specialist. Regularly service the ATM machine and cash recyclers/dispensers and forwards continuing mechanical errors to MSA Supervisor.

e. Verifies transactions for accuracy. Monitors deposit amounts and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly.

f. Appropriately reports situations of potential fraud, abuse, etc. timely and within limits of authority.

g. Balances daily transactions and verifies cash and check totals. Investigates and resolves out-of-balance conditions.

h. Appropriately maintains and adheres to contact manager notes and warnings in the core system.

 

Assumes responsibility for the effective and professional performance of member service functions.

a. Presents and explains credit union services and products to members and assists in meeting their financial needs. Closes accounts by member request. Provides member access to safe deposit boxes. Orders checks for members' accounts. Completes payroll deduction and authorization forms.

b. Answers questions and solves problems for members by listening to problems, collecting data, securing answers, and reporting results to the inquiring party. Resolves member bookkeeping and checking account problems. Processes stop payment requests.

c. Receives and directs members and telephone calls appropriately. Responds to inquiries and questions if possible or directs them as necessary. Records and relays messages in a timely fashion.

d. Performs accurate file maintenance and account changes as needed. Receives and processes changes of name, addresses, and such other account information as needed. Open various sub accounts after appropriate training.

e. Identifies areas to actively cross-sells credit union products and services after appropriate training. Ensures that all members are informed of credit union services and policies including eligibility for membership, types of available accounts, interest and dividend rates, payroll deduction options, and other related services and information.

f. Maintains and upholds privacy of member account information.

 

  Maintains and upholds the credit unions excellent member service requirements and reputation.

 

a. Displays a professional and groomed appearance as outlined in the dress code policy.

b. Greets members cordially and professionally in person, via email, and over the phone.

c. Performs member transactions and problem resolution promptly and effectively.

 

d. Returns member and co-worker messages, phone calls, emails, etc. within the same business day when appropriate.

 

e. After appropriate training, understands the credit union movement.

 

Demonstrates appropriate working relationships with team members and management staff.

 

a. Keeps supervisors informed of area activities; reports suspicious or concerning activity as required.

 

b. Works collectively with the team to accomplish credit union initiatives.

 

c. Encouraged to participate in fundraising and team building actives as time allows.

 

d. Resolves minor conflict professionally and promptly.

e. Refers members to other departments as prescribed ensuring adequate communication between departments.

 

Assumes responsibility for related duties as required or assigned.

a. Ensures that work area is clean, secure, and well maintained.

b. Performs clerical and other related duties as required.

c. Attends and participates in staff meetings and training as required.

e. Assists area personnel as well as other department personnel when necessary and appropriate.

  PERFORMANCE MEASUREMENTS

1. 
   Demonstrates appropriate business relations with members. Ensures that member inquiries are courteously and promptly resolved. Completes member transactions correctly and ethically.

 

2. Demonstrates proper working relationships with co-workers, area personnel and management. Consistently provides assistance to staff as needed.

 

3. Completes and updates all transactions, required records, and drawer balancing ethically, timely, and with minimal error.

 

4. Upholds the Credit Union’s professional reputation through appearance, work ethic, and excellent member service.

 

5. Must receive a minimum score of (3) within each competency of the performance review to qualify for tier advancement.

QUALIFICATIONS:

Education/Certification:
High school diploma or equivalent required.

Required Knowledge: Basic knowledge of cash handling and customer service highly desired.

Experience Required:
Six (6) months prior cash handling and customer service experience highly desired. Prior Teller experience helpful.

Skills/Abilities:
Must be able to communicate effectively and professionally utilizing all forms of business communications. Must maintain a clean and professional appearance. Must understand basic operation of computer and other office equipment. Demonstrates a willingness to learn. Possesses the ability to be approachable and cordial to members and co-workers.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Talking: Must possess the ability to communicate in English. Must be able to read and comprehend business communications. Must possess the ability to communicate effectively utilizing all standard forms of business communication.

 

Average Hearing:
Able to hear average or normal conversations and receive ordinary information.

Finger Dexterity:
Using primarily just the fingers to make small movements such as typing, picking up small objects, counting cash, or pinching fingers together.

 

Repetitive Motion:
Movements frequently and regularly required using the wrists, hands, and/or fingers.

 

Average Visual Abilities:
Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate standard office equipment.

 

Physical Strength: Must be able to sit or stand for long periods of time. Must be able to lift at least ten (10) pounds individually, or twenty (20) pounds using a team lift.

 

 

WORKING CONDITIONS

 

None: Typical office environment.

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

 

Reasoning Ability: Must be able to exercise independent judgement while carrying out basic instruction. Must be able to effectively resolve minor to moderate member related issues without supervision after appropriate training.

 

Mathematical Ability: Ability to perform basic math skills and use decimals to compute ratios and percentages. Also has the ability to count cash and balance a cash drawer correctly after appropriate training.

 

Language Ability: Employees are expected to communicate effectively and professionally with members and staff. English will be used when communicating with members, co-workers and other business affiliates who speak only English. Members who express a preference for another language are an exception to this rule. All task directions and work directives will be provided in English. Employees engaged in team-related work efforts or project teams will be expected to communicate in English. FHCU remains committed to its diversity efforts, which include the use of languages in the workplace other than English. When specific business and operational requirements necessitate the use of English, all employees are expected to comply.