Member Service Representative

Description:

We have a full-time position available in our Manitowoc Branch for a Member Service Representative. MSR IIs are trusted advisors and have exceptional service and sales skills to build loyalty while promoting products and services that benefit the member. MSR IIs are dedicated to continually improving their product knowledge, along with their service and sales skills, in order to provide value to our members and prospective members by uncovering needs and recommending solutions. MSR IIs actively demonstrate the Fish Philosophy principles, our Creating Member Loyalty service and sales culture and our United for You service promise. They take personal responsibility for outstanding member service while contributing to a sales environment that focuses on either closing sales that benefit the member, or referring them to the appropriate credit union employee for closing the sale. MSR IIs are confident and engaged team members who believe in working collaboratively to meet or exceed goals, UnitedOnes mission, strategic objectives, and promote the overall success of the credit union.

• Minimizes the risk of doing business by using good judgement and ensuring compliance with sound practices, work rules, policies/procedures, laws, and regulations. Protects member and credit union information/data by making confidentiality a priority. Maintains personal responsibility for researching, troubleshooting, and resolving member and internal inquiries efficiently and in a timely manner. Shows accountability by researching and reporting all posting errors, variances, and exceptions. Contributes to a safe environment for members and team members by following security/safety/robbery measures and loss prevention methods.
• Fosters and demonstrates our Creating Member Loyalty service and sales culture, "United for You service promise, and Fish Philosophy principles to exceed expectations and support the strategic goals of the credit union. Understands that UnitedOne is dedicated to delivering an exceptional member experience thats unlike any other by demonstrating it with every interaction. Takes great satisfaction in helping members develop lifelong relationships with us. Highly skilled in uncovering members needs and recommending products and services that benefit the member and build loyalty. Demonstrates strong listening skills and the ability to focus, paraphrase, and empathize with others. Determines eligibility for membership, opens/closes accounts and loans, and processes member inquiries. Ensures timely follow up with members to address concerns, thank them for their business, and follow through on quality leads and activities generated through referrals and other sources.Maintains personal responsibility for requests and follows through to resolution in a timely manner. Educates, encourages, and sells members/guests on the use of alternative delivery channels including PTMs/ATMs, Mobile Banking/Mobile Deposit, Bill-Payer, P2P, and other ancillary systems.
• Demonstrates an enthusiastic, positive attitude, and genuinely enjoys working with people. Fosters a sense of collaboration by proactively assisting co-workers and other departments with requests and tasks as we adhere to the credit unions mission and strategic goals. Utilizes their strong interpersonal skills to work effectively and diplomatically with a diverse group of individuals in various degrees of sensitive, confidential, and sometimes stressful situations.
• Is motivated, engaged, and excited to achieve goals and initiatives. Skilled at using TIPS action steps, as required to originate and close loan applications. Offers all loan protection products consistently to each eligible applicant, outlines product benefits as a means to allow members to make an educated, well informed decision. Actively participates in skills practice sessions, service and sales meetings, coaching sessions, team meetings, and other opportunities to continuously build skills and strategize methods for success. Holds themselves accountable for meeting or exceeding established goals and initiatives and proactively utilizes tools and other planned activities to drive performance results. Demonstrates reliability through regular and consistent attendance, meeting deadlines, and being responsive to the needs of others.
• Monitors branch activity by actively using telephone and lobby queues to minimize wait times and ensure goals and service standards are met. Assists with a wide variety of member services including consumer loans, credit cards, opening/closing accounts, account assistance and other requests while using the credit unions CRM and other tracking systems to document information. Ensures timely follow up with members to address concerns, thank them for their business, and follow through on quality leads and activities generated through referrals and other sources.
• The above list of duties is not meant to be all inclusive, and other duties may be assigned, as necessary.
• Cultivates community awareness and supports the credit unions community involvement and business development efforts. Serves as an active member of the community by volunteering and participating in community events on behalf of UnitedOne Credit Union and promoting the benefits of membership.

Experience

• 2-5 years of similar or related experience, including preparatory experience. Must demonstrate exceptional service and sales skills that provide value to our members. Must maintain confidentiality and be meticulous, security conscious, and pay close attention to details.

Education/Certifications/Licenses

• High school degree or GED required.

Interpersonal Skills

• A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.

Other Skills

• Must comply with applicable laws and regulations. Must create and maintain a clean, neat, pleasant work environment by maintaining a professional appearance (i.e. dress, posture, attitude, etc.) positive outlook and behavior towards internal and external members.

ADA Requirements

Physical Requirements

• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

• Must be able to routinely perform work indoors in climate-controlled shared work environment with moderate noise. This position also includes going outdoors periodically to fill and maintain financial equipment.

Mental and/or Emotional Requirements

• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to use basic math skills and spell accurately up to a high school graduate level. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

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