Senior Member Service Representative - Westview Branch

Company Summary:

MECU is a not-for-profit financial institution committed to helping its members and community by offering high-quality financial products and services.

MECU’s success in empowering our members to improve their financial well-being and live better dates back to 1936. We seek service-oriented professionals that will be champions for our members, treat everyone with respect find ways to assist our members/co-workers and help our community be a better place to live.

WE NEVER COMPROMISE THE MEMBER EXPERIENCE - our goal is to provide the absolute best member experience in all interactions and is the number one factor that we use to differentiate ourselves from our competition.

Position Summary:

Under moderate supervision, acting as a liaison for the credit union to maintain member loyalty by efficiently meeting the needs or requests of the member. Provide accurate account information as requested by the member and provide information about the various credit union products and services to members and prospective members. Opens new accounts, resolves issue and professionally handles members' inquires face to face. Provides a variety of transactional services for member’s accounts on deposit and loan products. Ability to recognize additional financial service needs of the member and able to promote and explain these services/products to the member.

Demonstrates exceptional member service skills and coaching to optimize performance of staff. Serves as a resource throughout the Branch network. Trains new Member Service Representatives and serves as a resource to Branch staff. Can oversee the general operation of the platform and makes exceptions and over-rides.

Qualifications:

Required:

• High School Diploma
• General education degree (GED) accepted in lieu of H.S. Diploma
• Minimum of 24 months of Teller & MSR experience
• Saturday hours

Preferred:

• Associates - Business
• Minimum of 24 months of Financial Service experience
• Completed Module 1 for Lending Certification.
• Completed 1st year Leadership Development Program

Essential Duties and Responsibilities:

• Adheres to and/or enforce company policies and procedures as defined. Stays abreast of relevant procedures, laws and regulations for job functions. Protects the interests of the organization and individual members. Works with Fraud/Security to protect member’s assets throughout the branch network.
• Possesses current knowledge of all key products and services. Understands the benefits and constraints associated with these products and services. Able to resolve member concerns/issues. Utilizes knowledge to meet member needs and gain a competitive advantage. Uses Conversation guide effectively and having in depth conversations with our members.
• Communicates effectively and appropriately both orally and in writing. Uses good judgment as to what to communicate to whom as well as the best way to get that accomplished. Speaks in a clear and credible manner, selecting the right tone for the situation and audience. Listens to others and allows them to make their point.
• Handles multiple assignments and priorities yet still fulfills all commitments. Readily accepts new responsibilities and adapts well to changes in procedures. Gives appropriate priorities to various work demands. This is quite different from those who struggle to stay focused when faced with multiple priorities; focus only on one or two job priorities while neglecting others; and/or hesitate, complain or refuse to accept new procedures or assignments.
• Prioritizes tasks and manages time to ensure that goals and the member's needs are met. Plans his or her time and sticks to those plans. Prevents or manages interruptions until the highest priority tasks are accomplished. Provides timely follow up.
• Cross-sell products and services based on member needs, in accordance with the Credit Union's program standards.
• Tends to listens more than talk. Leaves others with the impression that their thoughts, opinions, feelings and needs are important. Helps others understand their feelings and their needs. This compares favorably with the behavior of individuals who talk more than they listen, leave others wondering whether perspective is important, and/or are not viewed as a potential "sounding board" that allows others to sort through and clarify their own feelings and needs.
• Makes and fulfills commitments. Has established a pattern of working independently, meeting reasonable deadlines, and accepting responsibility for his or her actions. Willingly makes promises and fully intends to keep them. Arrives at work on time and ready to contribute. Shows up for meetings well-prepared. This contrasts with individuals who have proven to be unreliable when others have counted on them to show up on time, meet deadlines and expectations, or arrive prepared and ready to contribute. Meets expectations for attendance and punctuality.
• Determines members specific account needs in the course of member contact. Works with branches and departments within the Credit Union to resolve member concerns. Answers member inquiries regarding various credit union services and products. Confers with management regarding account and service problems outside standard operating guidelines to obtain a decision on how best to handle specific situations.
• Demonstrates accuracy, neatness and thoroughness in work. Maintains an established standard of performance. Reviews and improves work methods and standards to increase efficiency.
• Makes timely, informed decisions that take into account the facts, goal, objectives, constraints, risk and mission of MECU. Analyze and makes decisions based on information presented. Gathers data and other pertinent information when making decisions and use solid logic in assessing problems to establish an action plan. Engages others in support of finding good solutions and proactive in recognizing opportunity areas.
• Based on business needs and as determined appropriate by your supervisor or management, the duties described above may change from time to time.

Competencies Required:

• Proficient in the lending process including; input, funding, maintenance.
• Proficient written and oral communication skills.
• Participation in Business Development activities required.
• Adherence to BSA, the Privacy Act and Elder Abuse reporting is a requirement of this position.
• Assist in the lending process up to and including: imputing of loans; funding and maintenance.

Compensation:

Salary Range per hour, depending on experience and qualifications

• $21.40 - $31.04

Benefits at MECU Credit Union:

At MECU, we prioritize the well-being and growth of our employees by offering a comprehensive benefits package that includes but not limited to:

• Medical, Dental, and Vision Coverage: Plans are available for both employees and their families to ensure comprehensive health coverage.
• 401(k) Plan with Employer Match: Secure your financial future with our competitive 401(k) plan, including an employer match to help you save more for retirement.
• Company-Paid Insurance: We provide company-paid short-term disability, long-term disability, and life insurance to give you peace of mind.
• Tuition Assistance: Continue your education and professional development with our tuition assistance program.
• Employee Assistance Program (EAP): Access confidential support for personal and professional challenges through our EAP.
• Parking Discounts: Enjoy discounted parking to make commuting easier.
• Long-Term Care Insurance: Prepare for the future with long-term care coverage options.
• Time Off: Take advantage of annual, sick leave, sick and safe leave to recharge and maintain a healthy work-life balance.

Join MECU and enjoy benefits that truly support you and your family.

Physical Demands:

While performing the duties of this position, the successful candidate is regularly required to sit; use hands and fingers to handle objects, tools, keyboards or controls; talk and hear. The employee is occasionally required to stand, walk, reach with hands and arms and stoop or kneel.

Must regularly lift and/or move files and equipment up to 15 pounds and occasionally lift/move up to 25 pound objects. Specific vision characteristics required by this position include close vision, adjust focus, and view a computer screen for extended periods of time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MECU of Baltimore, Inc. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

MECU conducts credit, bond and background checks.