Member Service Representative

Member Service Representative

Home Branch: Oregon Pike Branch - Lancaster, PA

Department: Retail Operations

Supervisor's Title: Assistant Branch Manager

Classification: Non-Exempt

Starting Salary Range: $17.66 - $22.08

Benefit Highlights:

• Competitive compensation!
• Medical, Dental, and Vision Insurance!
• 401K with up to 4% company match!
• Holiday Pay starting at day 1!
• Paid Vacation Time!
• Medical Benefits starting at your 31st day of employment!
• And Many More!

Summary:

The Member Experience Representative II is a skilled, operational, and consultative position within Belco's Branch Network, designed to continue the development of the knowledge, skills, and experience required to advance within the Branch Network.

This role is responsible for delivering high-quality, in-branch member service interactions, providing educational guidance on Belco's products and services, and aligning tailored solutions to meet individual member needs. The representative performs a wide range of account transactions, account and loan servicing functions, and referral activities, all while upholding Belco's Quality, Service, and Brand Standards.

As a trusted and visible representative of the credit union, the Member Experience Representative II must demonstrate professionalism, confidence, and strong communication skills.

Essential Functions:

1. Enthusiastically supports Belco's sales, referral, and service culture in every interaction with members and the public.
2. Must be able to effectively handle large amounts of cash and supports member transactions as well as new account and loan consultative interactions, ensuring a high level of service and accuracy.
3. Actively develops product knowledge and service skills to enhance member experience and contribute to team success.
4. Positively contributes to the member experience by escorting members through appropriate delivery channels, such as home banking mobile deposit, online applications, and Interactive Teller Machines (ITMs).
5. Aids with directing and controlling the operational activities, including but not limited to: performing branch settlement, balancing of checks, vault cash, card stock, and daily balancing, etc.
6. Serves as a talent pipeline for future open Member Experience Officer roles in the credit union by demonstrating readiness for expanded responsibilities and ongoing professional development. Facilitates outbound calling efforts to build and strengthen member relationships.
7. Performs inbound and outbound calling, proactively selling to create a pipeline of business and building member relationships
8. Consistently attains and exceeds all individual goals, including but not limited to loans, shares, membership, and referrals as set by branch and credit union leadership
9. Seizes educational opportunities to promote products and services through effective referral conversations, contributing to branch growth and overall goals.
10. Responsible for maintaining current and accurate records of sales tracking results, via Synapsys and Lobby Tracker systems.
11. Maintain current knowledge and adherence of Federal and State compliance laws and regulations, along with Belco's policies, procedures, safety standards. Must maintain member and employee confidentiality.
12. Embody Belco's mission, vision, Behavioral Expectations and actively supports the Brand "Belco Life", within each and every interaction. Constantly looking for ways to improve processes that will improve the member's and/or team experience and communicate those ideas to Branch Management
13. Consistently acts as part of a cohesive team, demonstrating excellent interpersonal skills.
14. Participates in community and professional events.
15. Represents the credit union to its members and the public in a courteous, professional, and confident manner at all times.
16. All other duties as requested by the Assistant Branch Manager and/or Branch Manager or Area Branch Manager.

Competencies :

• Functional Skills: Products/Service Knowledge, Selling Skills, Dependability
• Operating Skills: Quality Of Work, Communication, Solving Problems
• Relationship Skills: Member Focus, Teamwork
• Behavioral Expectations

Work Environment:

This job operates in a professional office environment, requiring 100% in branch work. This role routinely uses standard office equipment such as computers, phones, printers, filing cabinets, and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is a role that requires standing and moving around the branch for majority of the day. This would require the ability to lift up to 25 lbs, open cabinets, and bending or standing.

Travel:

This position could require periodic travel to other branches in our seven-county footprint.

Minimum Required Education and Experience:

A High School Diploma or equivalent and a minimum of 1 year of financial institution experience.

Preferred Education and Experience:

It is preferable for a candidate to have more than one year of experience in a retail branch setting in a financial institution.

Disclaimer:

Please note this position 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.

We are an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual preference/orientation, age, disability, marital status, pregnancy, veteran status or other legally protected bases. Belco's Diversity and Inclusion initiatives provide all employees with equal access to training and advancement opportunities throughout the organization.

Belco will provide reasonable accommodation to applicants and employees with disabilities where appropriate throughout the application and employment process. Determinations on requests for reasonable accommodation related to any job function will be made on a case-by-case basis. A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.