Member Representative III

Job Title: Member Representative III Department: Branch

Reports to: Branch Manager Classification: Non-Exempt

Job Summary:

The Member Representative III plays a pivotal role in the Credit Union by managing a wide array of member services. This includes essential tasks such as opening and closing accounts, as well as taking, processing, and closing loan requests. Additionally, the Member Representative III assists members with bookkeeping and digital services issues, ensuring that all their financial needs are addressed efficiently. By actively listening to members’ needs, the Member Representative III can offer smart financial solutions through various Credit Union products and services. This personalized approach helps members achieve their financial goals while fostering strong, supportive relationships within the Credit Union community.   

Duties/Responsibilities:

Knowledge and Participation

• Understanding of Credit Union philosophy and operations.
• Thorough knowledge of member services and products.
• 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. 
• Attends meetings and training as required.
• Understands and exhibits operational responsibilities in regards to systems and equipment in the branches.

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 and home equity 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 requests and questions are promptly and courteously resolved, and that appropriate follow-up is provided as needed.
• Ensures good business relations exist with members.  
• Meets individual and Credit Union goals on a consistent basis. 
• Follows established Values Based service goals.
• Provides excellent communication and member service skills.
• 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.
• Cross-sells Credit Union services actively and professionally. 
• Promotes branch business development and seeks to broaden the member base.

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.
• Ensures 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.

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:

• This position requires registration under the National Mortgage Licensing System (NMLS) as a Mortgage Loan Officer (MLO).
• High school graduate. 
• One to three years of experience at a full-service financial institution. 
• Experience with consumer loans required.
• Experience with mortgage 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__________________