Member Services Representative

Member Service RepresentativeSt. Mary's Credit Union is currently hiring a full-time Member Service Rep position at our West Main Street branch. No prior banking experience required! Come start a new career with us!If you are looking to join a great place to work that is growing, progressive, offers development opportunities, has an awesome team, and outstanding benefits, we want to hear from you!Job SummaryThe Member Service Representative (MSR) is the first point of contact for credit union members. The MSR focuses on delivering exceptional member service while promoting and cross-selling financial products and services in conformance with established credit union policies and procedures. The MSR contributes to the to the branch performance goals by meeting or exceeding individually assigned sales and service goals.Essential Job FunctionsEngage with members and represent the credit union in a courteous and professional manner providing prompt, efficient, and accurate service to ensure the highest level of customer satisfactionContribute to a positive work environment and SMCU image by maintaining courteous, respectful and effective interactions, teamwork, and communications with co-workers and members to enhance positive behaviors and employee satisfactionRecognize opportunities to engage in product cross selling aimed at deepening the member relationshipActively listen and assess member needs to provide targeted product solutionsHandle and resolve difficult and challenging member issues by utilizing conflict management skillsProvide effective member service by answering member inquiries, investigating, and resolving errors.Leverage and utilize software programs to open and maintain a wide variety of credit accounts, services, and perform account maintenanceDevelop and maintain strong relationships with members to foster loyalty and trust while providing financial guidanceAdhere to federal and state compliance regulations as well as corporate policies and procedures for transaction processingProcess teller related requests for cash, check deposits, withdrawals, monetary instrument sales, loan payments, credit card payments, issuing debit cards, account transfers, and account maintenanceOriginate, process, and close on consumer loan applications while following established lending proceduresActively contribute to branch performance goals and work to meet or exceed individually assigned sales and service goals by opening new accounts/services, performing account maintenance, and product salesFoster teamwork environment and provide superior member service by actively listening to member feedbackActively engage in business referrals to affiliated credit union partnersGather data and process various reports, formulate routine letters, and provide member outreach as neededAssist with ordering, verifying, and distributing cash shipments as neededAssist with daily branch balancing of ATM's, cash boxes, and electronic dispenser unitsAssist with routine audit functions of teller cash boxes, cash dispensers, ATM's, negotiable items, cameras, alarms, debit card stock, and other security items as neededAssist with opening and closing the branch by following established security protocolsAdhere to credit union security policies, including verifying customer identification and recognizing potentially fraudulent activityReport suspicious transactions or fraudulent activityAdhere to and keep current with policies/procedures and compliance standardsPrioritize continued education and learning by completing assigned coursework for product knowledge and regulatory complianceOther DutiesAttend staff, departmental, and other required meetings and trainingsTravel to client or prospect locations, conferences, or other professional development and networking eventsTravel and work at other branch locations as neededProvide service to our membership communities by actively volunteering time to local, civic, and charitable organizationsOther duties as assignedQualifications, Experience, and EducationHigh School diploma equivalent plus specialized coursework in retail servicesOne year of previous experience as a teller or in a customer service roleSolid, basic, mathematical skills for counting cashEffective organizational and communication skills and attention to detailAbility to utilize various types of office equipment including computer terminals and softwarePossess Comm of Massachusetts Notary Public certification or willingness to obtainComputer and Equipment SkillsFoundational computer skills, including Microsoft Office Suite and the Internet. Ability to navigate at a basic level within web-based applicationsUse of Outlook email and calendaringAdvanced skills with Microsoft applications which may include Outlook, Word, Excel, PowerPoint, Access and/or other web-based applications (preferred)May produce complex documents (spreadsheets)Perform analysis and maintain databasesUse of online teleconferencing software (e.g., Zoom or Teams) Competencies The competencies of adaptability, accountability, improvement and innovation, collaboration, communication, job knowledge, customer (internal and external) service, organizational awareness, and self-development are the knowledge, skills and abilities required for the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work Environment Usual office working conditions with absence of most disagreeable conditions and with occasional exposure to noise. Physical Demands While performing the duties of this position, the individual is required to use hands, handle and feel objects, tools or controls; reach with hands and arms; talk and hear. The individual frequently is required to stand, walk and sit. The individual is occasionally required to stoop, kneel, crouch or lift to fifteen pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. St. Mary's Credit Union