Floating Bilingual Member Services Representative I

HERITAGE SOUTH COMMUNITY CREDIT UNION

Job Description

POSITION TITLE: Member Services Representative I

SALARY STATUS: Hourly/Non-Exempt

REPORTS TO: Branch Manager

Core Expectations:

At Heritage South Community Credit Union, our mission is to Help When Others Won't. This brand and culture are the driving force behind our financial institution. We ask our team members to "dig deeper" in their interactions with our members, finding solutions to improve their financial well-being when others would simply say no.

As a team member, you will be expected to align with our core values. These values are essential to achieving our mission. They are:

• Be Well Trained and Competent
• Be Considerate and Respectful of Members and Coworkers
• Be Compassionate
• Be Creative and Find Solutions
• Be Consistent and Professional
• Be Trustworthy and Accountable
• Be Timely
• Be a Team Player
• Deliver Exceptional Service Beyond What is Expected
• Have Fun

As a not-for-profit financial institution, we strive to be different. We believe in the cooperative philosophy of people helping people. We will never forget that our credit union is owned by its members. We exist to provide quality financial services to our community, often when no one else will. If you're looking for a place to start a rewarding career you can be proud of, then Heritage South Community Credit Union might be the place for you.

Qualifications of Position:

• General knowledge and understanding of financial institutions/services and customer/member service principles
• Ability to prioritize tasks, and deal effectively with competing and changing priorities to meet deadlines
• Possess effective communication, organization, and technical writing skills
• High School Diploma or GED required
• Cash handling and customer service experience is strongly preferred
• While this position will be based in Manchester, the individual will be expected to float to other branches to fulfill staffing needs.

Position Duties and Responsibilities

• Responsible for greeting members, representing the Credit Union to the member in a courteous and professional manner, providing prompt, efficient, and accurate service in any area needed.
• Demonstrate efficiency with financial transactions for checking, savings, and borrowing customers: receives funds, posts transactions and pays out funds as requested.
• Verbally confirm intended transactions with member to assure needs are met and minimize redoing.
• Process transactions which may include money orders, prepaid cards, cash advances on credit cards, the sale and settlement of postage stamps, and printing debit cards.
• Receives loan payments and saving deposits from member, addresses inquiries on accounts, records amounts and dates of payments and other significant information, checks member calculations, and validates checks and/or counts cash payments.
• Create and maintain a clean, neat, pleasant work environment by maintaining a professional look (i.e. dress, posture, attitude, etc.), positive outlook and behavior toward members and co-workers.
• Assist other departments and branches with transactions as needed, provide support for the department and branch managers in fulfilling member requests.
• Verify night deposits and posting per Credit Union policy.
• Responsible for maintaining an adequate amount of cash in teller drawer as well as the security of the drawer.
• Balances cash drawer, checks received, and activity daily to assure accuracy in transactions and notifies supervisor regarding any outages. Appropriately applying policies.
• Assist with branch opening and closing procedures. This may require remaining at office after closing, as necessary, to balance work.
• Research, troubleshoot, and resolve member and internal inquiries regarding policies, practices, and products.
• Maximize personal productivity by utilizing dedication and drive, insightful listening skills, attention to detail, and adaptability to achieve all levels of member, credit union, and personal goals.
• Must be able to travel and work at other Credit Union branches as needed.
• And other duties as assigned.

Regulatory Compliance & Confidentiality

Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related policies. This position also requires maintaining confidentiality with regard to non-public information about our members and the Credit Union.

• General knowledge and understanding of financial institutions/services and customer/member service principles
• Ability to prioritize tasks, and deal effectively with competing and changing priorities to meet deadlines
• Possess effective communication, organization, and technical writing skills
• High School Diploma or GED required
• Cash handling and customer service experience is strongly preferred