Member Representative II

Job Title: Member Representative II Department: Branch

Reports to: Branch Manager Classification: Non-Exempt

Job Summary:

The Member Representative II plays a vital role in the Credit Union by handling a wide range of member services. This includes tasks such as opening and closing accounts, as well as taking, processing, and closing non-real estate loan requests. Additionally, the Member Representative II assists members with bookkeeping and digital services issues, ensuring that all their financial needs are met. By actively listening to members’ needs, the Member Representative II can offer sound financial solutions through various Credit Union products and services, providing personalized support and guidance to help members achieve their financial goals. 

Duties/Responsibilities:

Knowledge and Participation

• Understands Credit Union philosophy and operations.
• Solves problems and provides thoughtful solutions to members’ financial and digital needs.
• Keeps up to date on Credit Union regulations, policies, and procedures.
• Performs related clerical duties accurately.
• Understands and exhibits operational responsibilities in regards to systems and equipment in the branches.
• Attends meetings and training as required.

Transactions and Account Maintenance

• Opens, closes, and maintains accounts.
• Ensures required reports and records are accurate, complete, and timely.

Cash Handling

• Maintains cash balances in drawers/vaults accurately.

Member Service

• Performs Member Services functions efficiently, effectively, and accurately in accordance with established policies, standards, and security procedures.
• Takes consumer applications, processes loans, prepares loan documents, and closes loans.
• Onboards members to self-service options.
• Assists team members with loan closings and member inquiries. 
• Ensures that member questions or problems are courteously and promptly resolved by listening to problems, collecting data, securing answers, and reporting results to the inquiring party.
• Ensures good business relations exist with members.
• Follows established Values Based service goals.
• Provides excellent communication.
• Actively participates in phone queues.
• Works at other locations as needed.

Sales

• Identifies and cross-sells appropriate deposit, loan, and digital products by assessing members’ financial needs and offering suitable products.
• Meets individual goals on a consistent basis and works with the team to ensure team production goals are met.
• Promotes branch business development and seeks to broaden the member base. 
• Cross-sells Credit Union services actively and professionally. 

WCCU/TCCU Values:

• Maintains and projects the Credit Union's professional reputation. 
• Maintains privacy of member account information.
• Ensures that the work area is clean, secure, and well-maintained. Adheres to the Clean Desk Policy to ensure the security of the desk area.
• Good working relationships and coordination exist with area personnel and management.  
• Appropriate assistance is provided to area staff as needed.  
• The supervisor is appropriately informed of area activities and significant problems.

Required Skills and Abilities:

• Ability to operate related computer software.
• Attention to detail and time management skills.
• Ability to work independently and as part of a team.
• Solid math and bookkeeping abilities.

Education and Experience:

• High school graduate. 
• One to three years of experience at a full-service financial institution. 
• Experience with consumer loans preferred.

Physical Requirements:

• Finger Dexterity: Using primarily just fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
• Talking: Frequently required to convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Average Hearing: Able to hear average or normal conversations and receive ordinary information.
• Repetitive Motion: Frequent and regular movements required using the wrists, hands, and/or fingers.
• Average Visual Abilities: Necessary to prepare or inspect documents or products or operate machinery.
• Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

Employee signature below indicates the employee's understanding of the requirements, essential functions, and duties of the position.

Employee______________________________________ Date__________________