Member Services Support

Job Title: Member Services Support Department: Branch

Reports to: Branch Manager Classification: Non-Exempt

Job Summary:

The Member Services Support role is essential in delivering a high-level member experience both in the lobby and over the telephone. This position ensures that members are greeted promptly and professionally, creating a welcoming atmosphere. The Member Services Support assists members with various sales and service requests, and steps in to serve as a teller when needed. Additionally, this role supports the overall member experience by providing administrative assistance to branch personnel and delivering exceptional service to members. By actively cross-selling Credit Union products and services and recognizing opportunities to make referrals to the appropriate staff, the Member Services Support directly contributes to the achievement of sales goals and enhances the overall member experience.  

Duties/Responsibilities:

Knowledge and Participation

• Understands Credit Union operations.
• Solves problems and provides thoughtful solutions to members’ financial and digital needs.
• Keeps up to date on Credit Union regulations, policies, and procedures.
• Understands and exhibits operational responsibilities in regards to systems and equipment in the branches.
• Attends meetings as required.

Transactions and Account Maintenance

• Opens, closes, and maintains accounts.
• Ensures required reports and records are accurate, complete, and timely.
• Acts as a teller on an as-needed basis.

Cash Handling

• Maintains cash balances in drawers/vaults accurately.

Member Service

• Welcomes members by greeting them in person or on the telephone, answering or referring inquiries to appropriate employees while meeting or exceeding established service standards. 
• Establishes and monitors member flow to ensure members have minimal wait times.
• Serves as the point of contact for the member pick-up process.
• Ensures that members' requests and questions are promptly resolved.
• Supports frontline staff as requested.
• Works at other locations as needed.
• Performs Member Services functions efficiently, effectively, and accurately in accordance with established policies, standards, and security procedures.
• Onboards members to self-service options.
• Ensures that member questions or problems are courteously and promptly resolved by listening to problems, collecting data, securing answers, and reporting results to the inquiring party.
• Ensures good business relations exist with members.
• Follows established Values Based service goals.
• Provides excellent communication.
• Actively participates in phone queues.

Administrative Duties

• Assumes responsibility for the efficient, effective, and accurate performance of lobby management.
• Processes and sorts incoming and returned mail. 
• Assists with the effective management of inter-office mail, deliveries, and courier services.
• Coordinates courier bag service pick-ups/deliveries and distributes courier envelopes to the appropriate parties.
• Prepares new member packets with updated information.
• Manages branch supply needs. 
• Accepts and forwards all legal summons and garnishments to the appropriate department(s).
• Ensures marketing collateral standards are met.

WCCU/TCCU Values: 

• Assumes responsibility for establishing and maintaining effective, professional business relations with members, area personnel, and management. 
• Ensures good working relationships and coordination exist with area personnel and management. 
• Assumes responsibility for related duties as required or assigned.
• Ensures that the work area is clean, secure, and well-maintained. Adheres to the Clean Desk Policy to ensure the security of the desk area.
• Ensures the Credit Union's professional reputation is maintained and conveyed.

Required Skills and Abilities:

• Strong oral and written communication skills.
• Professional appearance, dress, and attitude.
• Ability to work independently and as part of a team.
• Attention to detail and time management skills.

Education and Experience:

• High school graduate.

Physical Requirements:

• Finger Dexterity: Using primarily just fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
• Talking: Frequently required to convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Average Hearing: Able to hear average or normal conversations and receive ordinary information.
• Repetitive Motion: Frequent and regular movements required using the wrists, hands, and/or fingers.
• Average Visual Abilities: Necessary to prepare or inspect documents or products or operate machinery.
• Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

Employee signature below indicates the employee's understanding of the requirements, essential functions, and duties of the position.

Employee______________________________________ Date__________________