Branch Member Service Representative I/II

Branch Member Service Representative

Tower is offering a $1000 Signing/Retaining bonus as of 1/20/2025.

Note: All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits.

Hours for position: Monday - Thursday 8:30am - 5:30pm, Friday 8:30am-6:30pm, Saturday 8:30am-1:30pm. Alternating Saturday

Hiring Range - $23.06/hr - $28.83/hr

Summary of Position:

The Branch Member Service Representative provides a valuable link between members and the credit union. The incumbent professionally represents the credit union to members and delivers high level service through identifying relationship opportunities; matching appropriate products and services to meet member needs; and migrating members to alternative banking solutions. In order to assess their financial needs, the position must maintain a thorough knowledge of the features and benefits of all TFCU products and services.

This position requires an in-depth knowledge about all products, services regulations, and procedures of the operational departments within the credit union. The incumbent processes all member requests through various systems.

The incumbent abides by current laws and organizational policies and procedures; cooperates with, participates in, and supports adherence to all internal policies, procedures and practices in support of risk management and the overall safety and soundness of the credit union. A Branch Member Service Representative also performs teller functions on a regular basis adhering to all teller standards.

Principal Accountabilities and Functions (for all incumbents):

1. Serves as the primary contact for all potential, new and existing Members and services all share and loan requests.
2. Interviews, evaluates and underwrites consumer loan applications within loan authority. Evaluates collateral, verifies appropriate documents are present for processing and follows funding procedures.
3. Performs monetary transactions and account maintenance updates to include check orders, account distributions, stop payments, ATM/Debit card requests, address changes and account ownership maintenance or issues. Resets Tower Talk 24 and/or Home Banking PINSs.
4. Resolves product or service problems by clarifying the member's concern; determines the cause of problem; selects and explains the best solution to solve the problem; expedites corrections or adjustment; follows up to ensure resolution.
5. Delivers high level loan and account service to potential, new, and existing members; assesses financial needs; identifies relationship opportunities and matches appropriate products and services to meet their financial needs and the goals of the credit union. Advises Member of relevant account features and/or restrictions and discloses all pertinent account information required by law.
6. Performs administrative duties to support an outstanding level of member service, where timeliness, accuracy and follow-through are critical ensuring compliance with all Tower policies and procedures and Federal and State regulatory statues.
7. Participates in all required credit union compliance and product knowledge training. Applies knowledge gained throughout training to all relevant job duties, demonstrates thoroughness and accuracy of compliance knowledge in all verbal explanations to members and through completing of all required forms and documents.
8. Maintains an awareness of security risks in the areas of member identification, membership eligibility and confidentiality.
9. Reviews features and benefits for products/services and handles any objections/questions and conducts necessary follow-up or referral to appropriate department or CUSO. Sells products and services through effective use of sales skills and extensive product and service knowledge. Participates in all levels of the sales process including identifying needs, referral, closing, and follow-up. The incumbent must meet prescribed goals in sales and referrals.
10. Conducts outbound sales calls to members for various credit union initiatives, mainly in the area of automobile and credit card recaptures.
11. Serves as a liaison between other TFCU departments and vendors - FIS, Harland, COOP.
12. Initiates follow-up service calls to existing members to enhance the relationship and to ensure satisfaction with service provided. The incumbent must meet prescribed goals in follow-up calls.
13. Possesses keys and combinations to function as dual authority for access to vaults. Responsible for ensuring dual control when such access is granted.
14. Assures the security of cash drawer and negotiable instruments and attends required branch quarterly security training. (see Teller job description)
15. Adheres to all MasterCard policies and procedures; creates and activates debit cards and PINS. Ensures this product functions properly and that the member understands the functionality, instructs them on the use of the card through the branch ATM.
16. Assists members with access to their safe deposit box. Ensures that the member is a documented owner of the box, obtains appropriate signatures, and ensures that the box is secure before the member leaves.
17. Obtains and maintains an active commission as a Notary Public in the State of Maryland. This responsibility includes understanding the duties of notaries public and how to properly perform notarial acts for members and non-members, adhering to state notary requirements.
18. Acquires knowledge of US Treasury Savings Bonds and completes transactions for members and non-members regarding bonds to include transfers and redemptions.
19. Participates in the operational processing of branch ATMs to include daily retrieval of member deposits, cash replenishments, and weekly cash settlement with COOP.
20. Possess keys and combinations to function as dual authority for access to vaults, ATMs and TCDs, before, during, and after branch hours. Responsible for ensuring dual control when such access is granted.
21. Performs related duties as assigned.

Required Qualifications:

• High school diploma or equivalency.
• Sufficient interpersonal skills to positively represent the Credit Union during member interaction. Ability to effectively operate PC (using a Windows Operating system) and other office equipment.
• One year of experience providing direct customer/member service preferably in a business office setting.
• Refer to Career Path Competencies for additional required qualifications to BMSR I, BMSR II, and Senior Branch MSR.

Working Conditions:

• Ability to sit, stand and walk for extended periods and demonstrate sufficient dexterity and vision to operate a variety of office equipment.
• Ability to lift coin bags up to 50 pounds with or without assistance.
• Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate.

This position description is not necessarily all inclusive in terms of work detail