Member Service Representative III

Position Title: Member Service Representative III

Department: Operations

Reports to: Branch Manager

FLSA Classification: non-exempt

Compensation: $22.53 - $33.80 per hour

Job Summary:

Member Service Representative III provides a broad range of services to the credit union members, and department staff, including the security and maintenance of branch cash. Provide account information by phone or in person, as well as information on the full range of credit union products and services. Open accounts for members, interview, and professionally handle the member’s daily needs. Provide a variety of transaction services to members including loan processing, closing, and disbursal. May lead the activities of other Member Service Representatives as assigned by the Branch Manager. 

Supervisory Responsibilities:

• May supervise branch or department staff as needed. 
• Primary point of contact for coaching, training, and development of brand or department staff. 
• Oversee staff when the Branch Manager is not available.

Duties/Responsibilities:

• Responsible for opening new member accounts, receiving, and disbursing cash and checks, posting deposits and loan payments. Cross sell products and/or services and refer to the appropriate personnel for additional information as needed.
• Responsible for responding to members’ requests, problems, and complaints, resolving issues, and/or directing them to the appropriate person for specific information and assistance. May handle more complex questions and problems for other credit union staff.
• Promote credit union products and services based on members’ needs that are obtained from member interviews and/or review of member’s account. Actively cross -sell products and services.
• Reconciles assigned GL accounts and month end cash for assigned branch.
• Research and identify overrides and able to override warnings for other employees. 
• Responsible for accurate completion of required audit logs.
• Responsible for opening and closing the branch when the branch manager is unavailable.
• Responsible for audit of branch cash and controls.
• Responsible for adhering to all established policies and procedures including but not limited to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), Member Due Diligence (MDD), Elder Abuse, HIPAA, ADA and other federal/state compliance regulations.
• Performs other duties as assigned.

Required Skills/Abilities:

• Proficient knowledge of credit union policies and procedures; products and services to resolve problems in an efficient manner.
• Proficient in all aspects of the Credit Union operations.
• Strong verbal and written communication skills. 
• Excellent interpersonal and customer service skills.
• Strong organizational skills and attention to detail.
• Strong time management skills with a proven ability to meet deadlines.
• Strong attention to detail and excellent organizational skills.  

Education and Experience:

• High School diploma or equivalent required.
• Minimum one to two years prior Member Service Rep experience preferred.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• May require standing and walking 25% of the time, lifting up to a maximum of 50 pounds, and other physical actions that include stooping, kneeling, crouching, crawling, reaching, pulling, and pushing.
• May be required to work in an environment with high noise levels and unpredictable temperature and ventilation.