Member Service Representative I

Primary Function This position proactively discovers and meets the financial needs of members through recommending solutions to meet those needs. The role services member accounts (both depository and lending), opens depository accounts, originates loans, and provides education on Credit Union products and services. It ensures members receive excellent service at all times following the Credit Union’s member service model, performs work accurately and consistently with the Credit Union’s mission, and actively contributes to the achievement of branch sales and service goals. Essential Duties & Responsibilities Actively profile new and current members and cross‑sell appropriate products and services to meet member needs. Respond to member inquiries regarding the operation of depository and loan accounts, access to services, adding or reducing service features on various accounts, and assisting members to make the most effective use of service offerings. Process a variety of transactions for members including loan applications and documents, closing loans, answering questions, and researching the best option for members. Actively seek and make lending, investment, business, and mortgage referrals. Proactively obtain new memberships by servicing walk‑in members, conducting outbound calls, and scheduling pre‑set appointments for lead‑generating purposes. Open new memberships and service existing memberships and accounts. Meet established sales, balancing, and member service goals. Uphold activities to successfully onboard new members and ensure timely strategic follow‑up and communication. Operate computers to accurately post transactions, open, close, and service accounts, process loan requests, access account information, and update member account information. Be knowledgeable of branch opening and closing procedures and able to perform these duties as necessary. Accept deposits, perform withdrawals and transfers, cash checks, and make loan payments. Sell Travelers checks, cashier’s checks, gift cards, and other products sold at the teller line. Perform Visa and MasterCard cash advances as well as line of credit and equity loan advances. Assist in opening, verifying, and posting mail, ATM, and night drop deposits and/or payments. Accept current and prior year IRA deposits. Follow Credit Union policy when placing check holds and filing Currency Transaction Reports. Be responsible for daily balancing of cash drawer, daily checks, and traveler checks. Approve checks that are within authority limits. Verify cash shipments as needed. Maintain and control inventory of travelers checks, gift cards, ATM cards, and cashier’s checks. Maintain, balance, and fill ATM machines as needed. Assist with monthly branch audit checklists and other reports and audits as needed. Promote a favorable image of, and goodwill for, the Credit Union in the community. Performance Standards To perform this job successfully, an individual must fully understand Credit Union products and services and be able to assist members in using these products and services. The Member Service Representative must possess a cooperative and positive attitude toward members and Credit Union staff and must consistently uphold the Credit Union’s Service Expectation Model. Qualification Requirements Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience High School diploma or general education degree (GED). One to three years of related experience and demonstrated ability to function independently. Associate or Bachelor’s degree preferred. Notary Public (current registration or establishment thereof). NMLS Registration (preferred; may be required depending on location). Language Skills Must be able to read, analyze, interpret general business correspondence and technical procedures, write error‑free correspondence, and professionally communicate with members and coworkers. Strong interpersonal and communication skills are required. Mathematical Skills Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages, as well as add, subtract, multiply, and divide using whole numbers, fractions, and decimals. Reasoning Ability Ability to solve practical problems and deal with a variety of concrete variables in situations where standardization is limited, and interpreting a variety of written, oral, diagrammatic, or scheduled instructions. Other Skills & Abilities Proficiency in Microsoft Excel and Word; experience using the Credit Union’s computer system for input/output transactions and email correspondence; operation of standard office equipment and tools such as personal computer, calculator, fax machine, telephone, photocopier, and scanner. Attention to detail, strong analytical abilities, and a strong understanding of lending are important. Proficiency and experience in all member online access channels are required. Familiarity with the differences in products and services offered by other financial institutions is also required. Physical Demands Regularly required to use hands to finger, handle or feel objects, tools, or controls and to talk and hear. Frequently required to walk and sit. Occasionally required to stand, reach with hands and arms, kneel, crouch, or crawl. Specific vision abilities include close vision, peripheral vision, and the ability to adjust focus. May occasionally lift and/or move up to 50 pounds. Mental Demands Requires alertness, precision, resourcefulness, problem solving, numeric, persuasiveness, auditory perception, memory, creativity, concentration, judgment, writing ability, reading ability, reasoning, imagination, initiative, patience, visual perception, and comparing and analyzing. Work Environment The noise level in the work environment is usually quiet to moderate. Regulatory Compliance & Confidentiality Follows regulatory and policy compliance requirements including the Bank Secrecy Act, Office of Foreign Asset Control, and Anti‑Money Laundering Regulations. Maintains confidentiality regarding non‑public information about members and the Credit Union. #J-18808-Ljbffr Notre Dame Federal Credit Union