Member Service Representative

Member Service Representative

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Our Mission:
To help hard-working New Yorkers build better tomorrows

Our Vision:
Be New York's most loved financial institution by helping our members build their best financial futures

Overview: A Member Service Representative is responsible for providing excellent service to members by exploring member needs and offering tailored financial solutions. You will support members by explaining products and services with the ability to serve a member with any request, including new account needs, account maintenance, loan applications and/or teller transactions. Through needs-based assessment, provide and offer additional products and services while creating a premier member experience.

Operate within a high volume branch environment to perform a range of duties. Support members with anything from simple servicing requests to more complex requests that require critical thinking and decision-making skills with a high degree of accuracy and in accordance within MCU policies and procedures. The Member Service Representative will work collaboratively with your branch management team and teammates to deliver outstanding outcomes for every member's interaction.

The Member Service Representative must have an understanding of MCU products and services and can respond to a range of member issues or inquiries in a friendly, courteous, and cooperative manner. The Member Service Representative is expected to work well with others and maintain courteous and professional communications with teammates, members and be open to coaching and guidance.

Specific duties include, but are not limited to, the following:

• Act as a Brand Ambassador:
  Represent MCU's core values and deliver excellent member service- every member, every transaction, every time.
• Demonstrate professionalism and empathy during all member and team interactions.
• Maintain the highest level of confidentiality and discretion of members and their financial information
• Process the opening and overall onboarding of new members, ensuring a welcoming and informative experience
• Leverage relationship management tool(s) to conduct thoughtful member interviews, identify financial needs and provide tailored solutions to improve their financial well-being
• Cross-sell appropriate MCU products/services to best-fit member needs(s)
• Drive Digital Adoption:
  Educate and assist members in adopting digital banking tools and self-service options to enhance convenience & efficiency
• Perform account maintenance, changes, servicing, etc. on existing accounts accurately & efficiently.
• Anticipate and resolve member concerns by taking ownership and ensuring follow-through, aiming to reduce repeat contacts and member effort.
• Ensure proper documentation and signatures are obtained for all member interactions in compliance with rules and regulations as well as MCU policy and procedures.
• Process loan applications, collecting all necessary documentation and adhering to underwriting requirements to prepare for loan booking.
• Ensure fully complete loan applications for those loans that will be underwritten by centralized underwriting; ensure all data is properly documented the first time for the most efficient experience.
• Effectively manage new account and loan pipeline with proper follow-up for members in order to close effectively and efficiently.
• Consistently Meet / exceed individual and branch sales and service goals for all key metrics of branch growth
• Support fellow team members in driving referrals and achieving team sales/service goals
• Perform outbound member outreach including service lists, lead lists, referral follow-up, etc. to support sales and service goals.
• May be assigned online loan applications to complete; follow up with the members and ensure an effective and efficient closing.
• Maintain comprehensive knowledge of MCU products and services.
• Maintain comprehensive knowledge of MCU policies and procedures as well as applicable rules and regulations and how they apply to MCUs environment.
• Provide teller line coverage including processing teller transactions and assist with lobby management as needed
• Participate in the opening and closing of the branch and perform other daily operational tasks to ensure branch functionality (ex: instant issue card management, negotiable item management, etc..)
• Travel to support staffing needs at other MCU branches throughout the Region as required
• Perform other duties as requested and special projects as assigned.
• Adhere to all regulatory compliance training…