Member Service Representative (Full-Time)

Member Service Representative I

Reporting to the Branch Manager, the Member Service Representative I is responsible for providing exceptional front-line support to Credit Union members and prospective members within the assigned branch and its community.

As a key member of the branch banking team, the Member Service Representative I will efficiently and accurately process banking transactions such as account inquiries, deposits, withdrawals, and payments, in line with IC's member service standards.

Essential Job Functions

1. Provides efficient, accurate, and courteous service while performing a variety of transactions including processing deposits, withdrawals, payments, cashing checks, and responding to member inquiries.
2. Maintains updated knowledge regarding the Credit Union's products/services and proactively recommends appropriate solutions based on member needs. Supports branch in growing IC's membership base and deepening existing member relationships.
3. Demonstrates and engages members with IC's digital banking tools, such as online and mobile banking, digital wallet enrollments and other ancillary digital solutions (e.g., bill pay, e-statements, card controls, P2P tools, etc.). Promote usage and adoption of self-service channels; highlighting convenience and benefits of omni-channel member experience.
4. Performs all duties in accordance with prescribed regulatory compliance guidelines and Credit Union policies and procedures. Uses established protocols and controls to ensure security and privacy is always maintained.
5. Serves as an enthusiastic champion of all things brand and corporate culture. Models and supports the delivery of IC's Mission, Vision, and Core Values, with a focus on team member engagement and member experience. Represents the Credit Union in the communities it serves by participating in civic/community organizations in line with evolving market and community engagement strategies.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Job Competencies

1. Sales Effort - The degree to which sales effort goals, including lead generation and follow-up activities, are met.
2. Job Knowledge - The level of knowledge, skills, and education required to perform job duties, and their application to job functions. Commitment to expanding knowledge, skills, and/or education.
3. Teamwork - The ability to promote positive work relationships with area staff, team members, and supervisors. The degree of problem solving, communication, listening, cooperation, and productivity demonstrated while working with others to successfully meet goals.
4. Communication The ability to effectively converse and listen to others concerning company matters, keeping all parties up to date including coworkers, members, and dealers. The use of proper written and grammatical skills.
5. Service - The degree to which member service is demonstrated in the day-to-day business environment. The level of support for co-workers as well as outside members, clients, etc.

Education/Experience Requirements (Education, Work Experience, Industry Knowledge)

1. High school education or equivalent and a minimum of one (1) year experience in a cash handling, sales, or service-based role.
2. Excellent written and verbal skills. Basic computer and technology skills.
3. Ability to effectively interact with and support the financial needs of members and prospective members, with a focus on delivering exceptional member-first experience.

Physical Demands

Physical requirements include, but are not limited to, general office environment, ability to move floor-to-floor, ability to travel from branch to branch, and ability to work unusual hours as needed including early mornings, evenings, and weekends. Work in both traditional and open concept environments.

Required Compliance Training

Satisfactorily completes all required compliance training and complies with all regulations, which apply within the scope of the position, including but not limited to the Bank Secrecy Act (BSA) and all regulations that fall within the BSA.

Hours: Monday: 8:45am-5:15pm Tuesday-Thursday: 8:45am-4:15pm Friday: 8:45am-5:15pm Saturday: 8:30am-12:15pm