Member Agent

Summary Description

This position is an ambassador for the credit union with the overall purpose of providing quality and efficiency to members, preferably through digital or electronic means. Responsible for conducting teller transactions, opening new accounts, and for the sales and services of all credit union products and services. 

Essential Duties

• Receives checks and cash for deposit to savings and checking accounts, verifies deposit amounts, examines checks for endorsement and negotiability, and posts transactions into bank records via an online terminal 
• Cash checks and pays money from savings and checking accounts upon verification of signatures and members' account balances 
• Process and post various loan payments 
• Prepares and complies with information to open new accounts; ensures signature cards are complete 
• Maintain knowledge of deposit accounts, including IRAs 
• Obtain member information necessary to send bank wires 
• Initiate ACH debit and credit transactions
• Evaluates the needs of potential members and offer appropriate financial products and services 
• Troubleshoots and resolves member and internal inquiries in a timely, professional, and accurate manner; advises members of issue status and suggests resolution on account disputes and other account activity 
• Promote and offer products and services to current and potential members
• Constantly look for ways to improve processes that will improve the member experience and communicate those ideas to management 
• Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA), Patriot Act, Office of Foreign Assets Control (OFAC), and robbery procedures 
• Knowledge of regulations and compliance as it applies to member service and loans 
• Knowledge of credit union security procedures; immediately notifies department manager of any irregularities 
• Performs additional duties as directed by the Assistant Manager or chain-of-command thereof 

Education/Experience

• High School Graduate or Equivalent 
• Two (2) years of lending experience, financial institution preferred 
• Four (4) years of financial institution sales experience and/or Call Center experience OR five (5) years of non-financial institution experience and/or Call Center 

Tests/Certificates/Licenses

• A simulated skills assessment test may be administered 

Skills/Competencies

• Personal computer knowledge; skills in using MS Word, Excel, and PowerPoint 
• Ability to calculate figures and amounts (electronically and manually) such as, but not limited to interest, dividends, and percentages, and apply concepts of basic mathematics 
• Ability to maintain the confidentiality of work and/or information
• Ability to interpret, adapt, and apply credit union/job/general guidelines and procedures 
• Excellent public speaking, verbal, and/or written communication skills (in-person, by telephone, and/or other communication methods currently being utilized)
• Self-motivated and team-oriented qualities 
• Conduct yourself in a professional and mature manner 
• Ability to proofread and edit accurately 
• Ability to organize, prioritize and work well under pressure 
• Ability to maintain a high degree of accuracy 
• Flexible work and /or travel hours
• Electronic storage and retrieval 
• Office electronics (printers, scanners, calculators, fax and copiers)
• Ability to solve problems and make decisions, using logic and analytical skills 
• Ability to recognize cross-selling opportunities 
• Reliable transportation to travel to a branch office
• Working knowledge of credit union products and services 

Physical Demands/Work Environment

• Constantly required to talk and hear
• Constantly required to use close vision, and ability to focus 
• Frequently required to sit; to use hands to finger, handle or feel 
• Occasionally required to lift or move up to 25-50 lbs. 
• Occasionally required to stand and walk; to reach outward/above shoulders; to stoop kneel, crouch, or crawl 
• Occasionally required to work outdoors
• Occasionally required to use distance vision, peripheral vision, and depth perception
• Moderate noise level working environment