Member Services Representative - Floater

POSITION: MEMBER SERVICES REPRESENTATIVE - FLOATER

CLASSIFICATION: HOURLY / NON-EXEMPT

REPORT TO: VICE PRESIDENT, BRANCHES

DIRECT REPORTS: NONE – INDIVIDUAL CONTRIBUTOR

COMPENSATION: $25.00 - $30.00 DOE

PRIMARY OBJECTIVE

The Member Services Representative (Floater) is responsible for daily travel throughout the workweek providing branch coverage and supporting staffing needs. Provides a variety of transactional services and the highest quality of member service to members by phone or in person, as well as information on the full range of credit union products and services. Providing account information, opening new accounts, making deposits, resolving issues, and professionally handling the members’ daily needs. 

• Branch Coverage: Must be able/willing to travel to various branch locations to cover vacancies or high-volume periods.
• Mobility: Must have a valid driver’s license and reliable transportation for daily travel, with mileage reimbursement.
• Flexibility: Must be adaptable to different working environments, teams, and schedules – often on short notice.

PRINCIPAL DUTIES AND RESPONSIBILITES, INCLUDE BUT ARE NOT LIMITED TO:

• As directed by immediate Supervisor, travel between branch locations to provide consistent coverage and support during staffing shortages or high-volume periods, ensuring operational continuity for our Members. 
• Greet and welcome members and visitors to the credit union in a professional manner. Represent the credit union to members in a courteous and professional manner and provide prompt, efficient, and accurate service in the processing of transactions.
• Provide in-person and by-telephone general and specific service-related information concerning credit union products or policies.
• Reply to Member requests, providing professional, prompt, efficient, and accurate service and information.
• Respond 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 Member Service Representatives.
• Open new membership accounts and service existing accounts. Set up new account files and provide members with all necessary information.
• Handle requests from members for transfers of shares to loan payments, share withdrawals, check requests, CD transactions, line of credit advances, and any other requests received from members.
• Process, close, and disburse loans.
• Conduct orientation interviews on credit union services and programs with each new credit union member.
• Promote credit union products and services based on member needs that are obtained from member interviews and/or review of member’s account. Actively cross-sell products.
• Maintain up-to-date and comprehensive knowledge on all credit union products and services that are offered. 
• Maintain up-to-date and comprehensive knowledge on all related policies and procedures, rules, and regulations.
• Provide information on investment alternatives to members wishing to deposit funds with the credit union.
• Research accounts for deposit, withdrawal, and loan-payment discrepancies.
• Assist members in balancing their accounts and opening individual retirement accounts.
• Other duties and responsibilities as assigned by the Credit Union.

POSITION REQUIREMENTS

• Minimum of high school diploma or general education degree (GED). 
• Minimum of 3 years member/customer service experience or equivalent, in a financial institution, Credit Union is preferred. 
• Experience as a Member Services Representative with Floater responsibilities is preferred.
• Knowledge of establishing new account, developing relationships, loan consultation, service delivery, following policies and government regulations related to financial institutions
• Effective people skills, including excellent communication skills, including active listening and providing clear direction
• Requires the ability to communicate courteously and professionally, both in writing and verbally. 
• Detail oriented, well organized and ability to prioritize and multitask.
• Computer proficiency required Microsoft Office (Word and Excel). Various Credit Union systems experience preferred.