Member Service Representative

Our Mission:

To provide unwavering commitment to excellence in all we do for employees, members and the community we serve.

Description

*Internally this position is titled as a Universal Service Specialist.

Overview of the Role

Universal Service Specialists (USS) play an important role in the financial well-being of our members. As a USS, you have the opportunity to get to know our members in different environments and build valuable relationships. The USS will help support our branches by floating to between branches and our Member Service Center. A USS performs a variety of duties such as assisting members with withdrawals and deposits on the teller line, opening new accounts in an office environment, reviewing member credit reports to find opportunities to save money, & providing member support over the phone in our contact center. 

Member Service Representative/USS scheduling is: Monday-Friday 8:15am-5:15pm with two to three Saturdays a month from 8:45am-12:15pm.

Member Service Representative Responsibilities

• Engage with members to guarantee a positive experience and develop strong member relationships.
• Look for opportunities to cross-sell products and services that would provide value and benefit to the members in addition to helping the branch meet overall sales goals.
• Deliver exceptional member services that coincides with the credit union's established service standards.
• Handle account maintenance and disputes as they arise.
• Assist other branch team members with operational issues as needed and act accordingly when management is unavailable.
• Greet members as they enter the building to create a welcoming and aware environment.
• Perform transactions in a professional manner to build member confidence and trust.
• Resolve service issues and answer member questions or refer to members to another employee as appropriate to guarantee member satisfaction and retention.
• Act as a first line of defense against member fraud by reporting suspicious or irregular activity and educating our members on account security. 
• Perform other duties as requested to ensure efficient workflow in the branch.

Member Service Representative Expectations

• Possess knowledge of all credit union products and services and be able to communicate features and benefits to the members.
• Be aware of credit union marketing efforts.
• Bring positivity and enthusiasm to work everyday.
• Meet or exceed individual goals and assist in the attainment of branch goals.
• Adapt a work ethic that is aligned with GPO's mission and keeps our member service at the forefront.
• Follow policies and procedures and abide by ethical standards as outlined in our personnel policy.
• Hold yourself accountable for the promises you make and the actions you take.
• Complete training as assigned and continually search for opportunities to enhance one's ability and knowledge.
• Effectively community with fellow employees and branch management while maintaining a professional and courteous demeanor.
• Protect member information by using discretion when discussing member matters and properly following all policies and procedures related to confidential information.
• Help create a positive image of your branch by playing an active role in your branch community. 

Member Service Representative Qualifications

• A two-year degree in a related field or five years of successful sales experience.
• A minimum of two years of successful sales experience.
• Must possess a notary public license.
• Must be eligible for MLO licensing.
• Must possess a notary public license or obtain the license within 6 months of hire. 
• Determine and motivated individual with a positive attitude.
• Ability to work well in a team setting as well as take on projects as an individual.
• Willingness to promote credit union products and services.

Member Service Representative Physical Demands

• Sitting for prolonged periods of time.
• Frequent computer usage and screen time.
• Frequent typing and usage of fine motor skills.

GPO’s Benefits Package Includes:

• Employer Paid 401K Retirement Plan (starting on your first day with 3% employer contribution match), Life Insurance, Long Term Disability and HSA Contributions
• Competitive Salaries, Annual Raises and Incentives
• Low Cost Medical, Dental, & Vision Insurance
• Paid Vacation Time, Sick Leave, Personal Time and 11 Paid Holidays

Actual compensation rate will be determined based on relevant experience.