Job Details

Title: Member Service Representative

Department: Retail Sales

Supervisor: Branch Manager

Grade Level: 7

Status: Non-Exempt

Position Summary

The Member Service Representative delivers exceptional member service and will perform a variety of sales and service functions such as providing information on all Credit Union (CU) services, processing transactions, and effectively engaging members in consultative cross-selling of products and services that meet the member’s specific needs.

The Member Service Representative may be assigned to float to another branch to provide coverage.

All Retail team members must fully understand CU products and services and be able to assist members to use these products and services. The MSR is expected to demonstrate assigned core competencies and meet assigned goals.

Responsibilities

• Greet and welcome members to the CU in a courteous, professional and timely manner, providing prompt accurate, and efficient member transactions.
• Provide product and service information to existing members and prospective members. Anticipate and recognize member issues, complaints, or problems, and facilitate the resolution of these issues.
• Open new accounts. Process stop payment requests, payroll deduction, ATM pin changes, requests for new products and services, and various other requests.
• Process loan requests. Originate loan applications. Disburse approved loans.
• Identify cross-sell opportunities and cross-sell products and services to members. Distribute information brochures and disclosures. Assist in meeting sales, membership, and promotional goals for the branch. Assist in meeting First Mortgage & Investment referrals.
• Conduct outbound calling to follow up on new member accounts and/or acquire new member loan business.
• Ensures compliance with all applicable federal regulations, including the Bank Secrecy Act, Security, OFAC, and the SAFE Act.
• Complete required training when assigned.

Performance Expectations

• Meet assigned goals. Recommend CU product and service solutions to members that will help our members’ financial life to be better.
• Perform functions efficiently, effectively, accurately, and in accordance with established policies, standards, and security procedures. Adhere to and uphold all written policies and procedures of the CU, including BSA/CIP and OFAC monitoring and reporting, security operation, and personnel policies.
• Reports and records are accurate, complete, and timely.
• Cooperative and positive attitude towards members and CU team members.
• Supervisors are appropriately informed of branch activities.
• The CU’s professional reputation is maintained and conveyed. Professional appearance and demeanor are maintained.
• Dependable record of attendance and timeliness.
• Demonstrate the CU’s Core Values and Cultural Beliefs.

Education & Experience

• One year to three years of sales and service experience in a financial institution.
• High school education or GED, required.
• Basic math/ computation, and cash handling experience, required.
• Knowledge of CU or banking products, services, and/ or lending experience, preferred.

Skills & Abilities

• Consistent excellent customer service skills.
• Strong written, verbal, and interpersonal communication skills.
• Problem-solving and conflict resolution capabilities.
• PC skills (including Microsoft Office and banking platforms).
• Ability to handle multiple tasks with attention to detail

Other Pertinent Information

• Regular and satisfactory attendance required.
• Must maintain an acceptable personal credit history and be bondable.

Summary of Physical Demands:

While performing the responsibilities of the job, the team member is required to convey detailed or important instructions and ideas accurately, audibly and quickly; hear average or normal conversations and receive ordinary information; use hands to perform such tasks a computer typing, file maintenance, using telephones, ten key adding machines and related office equipment; regular and frequent movement requiring use of hands, writes, arms, fingers; visual acuity required to prepare, read, and inspect documents and interpret information on a PC screen. This is primarily sedentary office work with occasional physical activity requiring lifting of small boxes/files. Ability to sit for long periods.

NOTICE: This Job Description is not intended to be, nor should it be construed as, a contract for employment. CommonWealth One Federal Credit Union makes no guarantee of permanent employment. This Job Description is to be used as a guideline to give you an understanding of what the Credit Union has defined as this position to be and is not a complete statement of all duties and responsibilities in the position. Changes to this Job Description may be made from time to time as viewed necessary by Management. CommonWealth One Federal Credit Union is willing to accommodate disabilities to the extent a financial services organization can do so without impacting financial control or member service. CommonWealth One Federal Credit Union is an Equal Opportunity Employer.