Member Service Representative

The Member Service Representative will serve as a front-line ambassador for the Credit Union. The MSR will ensure excellent member service in branches by conducting transactions, opening accounts, providing information and resources, and resolving issues for members.

Duties & Responsibilities

• Conducts financial transactions for members as a fully functional member of the branch TEAM. 
•  Performs a variety of account services including but not limited to opening/closing accounts, issuing debit cards, opening CDs/IRAs, deceased processing and routine account maintenance.
• Serves as an information point and provides guidance to members on the array of products and services provided by Alabama ONE. 
•  Proactively facilitates member interactions, answers inquiries, identifies needs to make suggestions for products and services accordingly, makes referrals to partners as needed.
•  Ensures appropriate records are maintained and required reports are prepared/submitted.
• Operates in a manner which is consistent with Alabama One’s mission statement. 
•  Projects a professional appearance and observes the credit union dress code as defined in the Employee Handbook. 
•  Support client relationship management through member service focused interactions that encourage retention and loyalty.
•  Maintains confidentiality of sensitive information regarding credit union records, personnel files and internal matters.
• Assists with safe deposit box rental agreements and assists members with access to safe boxes.
•  Ensure all established policies and procedures are followed during completion of operational tasks to minimize and mitigate risks.
•  Leverage various risk management tools and technologies to help in identifying, analyzing, and monitoring risks, enabling proactive decision-making in the new member on-boarding process.  
• Partners with FSO/Market Manager to help identify loan opportunities for new and existing members.
•  Engage in ongoing training conducive for job role to enhance skills, maintain proficiency levels, and help improve overall job performance. 
•  Assist with operational assignments such as, but not limited to, reviewing mobile and ITM checks for potential holds, reviewing exception reports, data integrity actions, queue management, deposit account audits & corrections, and account maintenance projects assigned by the Operations Team.
•  Assists management in the handling of customer dissatisfaction, seeks to resolve appropriately. 
•  Maintains a dependable record of attendance and timeliness.
•  Other duties as assigned.

• High school diploma or GED
• Basic computer skills
• High degree of tact and professionalism
• At least one year of relevant work experience.
• Strong dedication to accuracy and efficiency
• Commitment to providing excellent member service
• Must be able to become and remain knowledgeable about the great products and services offered by Alabama ONE.