Member Service Representative

JOB SUMMARY:

The primary function of this position is to assist the Credit Union in achieving its vision to become the preferred financial service provider for all members. This is achieved by providing outstanding service to Internal, External, and Potential Members that meets the Service Promises and Standards of the Credit Union. A key component of this service is to identify the members’ financial needs and recommend appropriate Credit Union solutions.

Safeguards member information and Credit Union vital records in a manner commensurate with the sensitivity of the information and in compliance with the Credit Union's information security policies, standards and procedures.

Deliver exceptional level of service; sell and cross-sell Credit Union products and services; opening new memberships; processing changes for all member accounts; meet established service and sales/referral goals set by management; performs any additional duties as assigned by management.

PRIMARY RESPONSIBILITIES:

• Provides exceptional member service to all internal, external and potential Credit Union members; responsible for Quality Loop, Internal Service Survey, and member retention.
• Sell and cross-sell Credit Union products and services including but not limited to auto loans, other consumer loan products, mortgages, credit cards, checking accounts, debit cards, IRA’s, Certificate of Deposits, etc.
• Open new memberships while selling and cross-selling Credit Union products and services.
• Process, disburse, and close loans
• Perform account maintenance on existing accounts as necessary.
• Handle deceased member accounts.
• Sell, maintain, and assist members with safe deposit box services.
• Processes check orders and resolve incorrect orders.
• Perform related services for members that include: providing loan payoff information, posting payments and payoffs, setting up direct deposit, pre-authorized transfers and payroll deductions, encoding\pinning debit cards, processing address changes, eBranch, and Money Line authorizations, setting up overdraft protection authorizations, and others as applicable.
• Determine appropriate action on approval or denial of debit card applications utilizing account history and credit bureau information.
• Provide Notary services for members. (Must be a Florida resident to provide Notary services).
• Follows appropriate Credit Union, regulatory and legal requirements.
• Successfully meet or exceed sales and service goals set by management
• Performs other duties as assigned

SKILL REQUIREMENTS:

• Exceptional customer service and interpersonal skills.
• Sales oriented, outgoing and professional personality.
• Strong organizational skills and attention to detail.
• Good judgment and common sense.
• Detail and goal oriented.
• Initiative/self-starter.
• Excellent verbal and written communication skills to diplomatically handle a wide variety of situations, particularly sensitive.
• Ability to effectively present information in one-on-one and small group situations to members, clients, and other employees of the organization.
• Strong decision making skills.
• Work experience that demonstrates a strong commitment to member service.
• Completion of specific Credit Union and industry loan training.
• Conflict resolution.
• Ability to read and interpret general instructions furnished in written, oral, schedule form; e.g., policy tech, e-university, paycor, time on demand, lobby tracker, etc.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to write routine reports, procedures, and correspondence.
• Must be able to work with frequent interruptions and multi-task for absolute accuracy within time limitations.

CANDIDATE PROFILE:

• Bright
• Verbal
• Assertive
• Approachable
• Enthusiastic
• Energetic
• Flexible

OTHER REQUIREMENTS:

• A high school diploma or general educational development (GED) diploma. Minimum two (2) to five (5) years similar experience in a member/customer service position; or college degree without related experience or acceptable equivalent combination of education and experience.
• Varying Hours (weekends and holidays).
• Must be bondable

TECHNICAL REQUIREMENTS:

• Microsoft Office Suite
• Ackcelerant
• Fax, calculator
• Other software applications as needed.

PHYSICAL DEMANDS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• The employee is occasionally required to stand, climb or balance; and stoop, kneel, crouch or crawl.
• The employee must frequently sit for long periods of time.
• The employee must frequently lift or move objects weighing up to 10 pounds and occasionally lift or move objects weighing up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• The employee must occasionally analyze data presented in order comply with local and federal regulations as well as Credit Union policy.