Member Service Representative

Description

SUMMARY: 

Performs a variety of tasks for deposit and loan members; strives to retain present members and develop new business by extending professional and efficient service and suggesting additional services and products to serve members’ needs.

DUTIES AND RESPONSIBILITIES:

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Opens and maintains accounts and safe deposit boxes.
• Advises and counsels new and existing members on all financial services including but not limited to deposit and loan-related products and services.
• Attracts new member relationships; retains and expands existing member relationships; initiates sales and cross-sells products and services to members.
• Provides assistance to members including but not limited to answering questions, resolving member issues, and performing teller duties as needed.
• Performs required maintenance on member accounts.
• Responds to member inquiries regarding their accounts or company
• products/services in a professional and courteous manner.
• Responds effectively to members requesting to close their accounts,
• determining the reason and offering possible alternatives.
• Effectively identifies and responds to members’ needs.
• Reconciles checks and cash in drawer at shift completion.
• Maintains working knowledge of all company products and/or services.
• Prepares reports and correspondence as needed.
• Demonstrates a high level of professionalism in dealing with confidential and sensitive issues.
• Performs other duties as assigned by management.

Requirements

QUALIFICATIONS:

• High School diploma or general education degree (GED). One to two years related experience and/or training, or equivalent combination of education and experience preferred.
• Proficient in Windows, Microsoft Office, internet and email.
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Commitment to excellence and high standards.
• Strong organizational skills; able to manage priorities and workflow.
• Ability to work independently and as a member of various teams and committees.
• Ability to understand and follow written and verbal instructions
• Professional appearance and demeanor
• Ability to perform diversified clerical functions and basic accounting procedures.
• Ability to effectively communicate with people at all levels and from various backgrounds.
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• Bilingual skills a plus.
• Acute attention to detail.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

COMPETENCIES:

• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. 
• Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. 
• Organizational Support--Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity. 
• Attendance/Punctuality--Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. 
• Dependability--Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time. 

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Frequently required to stand
• Frequently required to sit
• Continually required to utilize hand and finger dexterity
• Continually required to talk or hear
• Occasionally required to lift items less than 25 pounds