Member Service Representative

BrightStar Credit Union Position

As a member of BrightStar Credit Union, you'll join a dynamic company culture and purpose-driven organization that focuses on its employees and members. We offer excellent benefits, advanced opportunities, and exceptional training. Founded in 1946 as a community-based credit union focusing on educators, we expanded to serve 23 counties across Florida. As a Trusted Advisor, BrightStar offers a diverse range of financial services and opportunities. BrightStar Credit Union is committed to creating a diverse and inclusive work environment where everyone has a chance to succeed and a sense of belonging. Our work environment is fun, fast-paced, and service-oriented.

The primary purpose of this position is to assist the members of our growing community in meeting their financial needs and goals by offering them superior products and services. This is done by providing outstanding service to both internal and external members.

Essential functions and responsibilities include:

• Complete loan interviews and applications, retrieve proper documentation, and complete final loan closings.
• Assist members by determining appropriate accounts and services to offer based on individual needs. Open and close accounts, answer member questions, and resolve member problems within the position's authority.
• Complete account maintenance (including ATM/Debit card orders, disputes, fraud, payroll or direct deposit issues, call 24, and pc banking).
• Identify the members' financial needs and suggest a product or service to meet them.
• Provide outstanding service to each internal and external member as defined by our Service Standards and Promises.
• Promote all BSCU products and services, including but not limited to BSCU extended products, mortgages, and investments.
• Perform teller duties and other related duties as assigned (including safe deposit boxes and end-of-the-day branch balancing).
• At times, this position may require support and assistance in other branch locations based on business needs.
• Weekend hours may be required.
• Maintain knowledge with B.S.A. Compliance training.
• Other job-related duties as assigned.

Performance measurements include:

• Ability to understand stakeholders' needs and build trusted relationships.
• Assist in preparing project management documentation consistently and accurately.
• Efficient in time workload management, must act promptly to requests.
• Good understanding of project methodologies.
• Ability to work collaboratively with internal and external teams defined by our Service Standards and Promises.
• Ability to perform well under pressure and with defined timelines and milestones.
• Working knowledge and understanding of financial institution operations and business processes, including technology solutions used in financial institutions' operations.
• Stay current with emerging technologies and trends.
• Advanced verbal communication skills: the ability to articulate your thoughts and ideas and develop a point of view about your work.

Minimum expectations of knowledge and skills include:

• Experience: Six months or more of similar or related experience
• Education: High school education or GED

Interpersonal skills:

• A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a private or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and foster sound relationships with other entities (companies and individuals).

Other skills:

• Must have excellent oral and written communication skills and be proficient with all Microsoft Office applications. Occasionally, this role will be required to assist and support other branch locations based on business needs.

Competencies:

• Communication-20
• Decision Making/Judgement-20
• Customer Service-20
• Job Knowledge-20
• Initiative-20

Compliance:

• Every employee must uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions within B.S.C.U. will consider awareness of unusual or suspicious activity relevant to the department.
• In addition to any other assigned training courses, online B.S.A. and O.F.A.C. courses must be completed at least annually, as made available by the Training and Compliance Department.
• Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A. Patriot Act, O.F.A.C., Fair Lending, and Credit Card Act.

Physical requirements:

• The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may enable individuals with disabilities to perform essential functions. While performing the duties of this Job, the employee is regularly required to sit, use hands to finger, handle, or feel, and talk or hear. The employee is frequently required to walk and reach with hands and arms. The employee must occasionally stand, stoop, kneel, or crouch. The employee may occasionally lift and move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work environment:

• The work environmental characteristics described here represent those that employees encounter while performing the essential functions of this job. Reasonable accommodation may enable individuals with disabilities to perform essential functions.

BrightStar Credit Union is an Equal Opportunity Employer. BrightStar Credit Union is a Drug-Free Workplace.