Member Services Rep

POSITION PURPOSE

Greet and assist credit union members, in-person or via phone. Provide assistance with member service functions such as opening/closing accounts, IRAs, CDs, etc. Perform other duties such as mail distribution and ordering credit union supplies. Assist other departments as needed.

• Greet and direct members and answer telephone inquiries. Ensure calls are directed to the proper department.
• Process financial and member service transactions in a courteous and efficient manner.
• Receive share drafts/checks and cash for deposit to accounts, verify amounts, examine share drafts/checks for proper endorsement, and enter deposits into computer records.
• Cash share drafts/checks and process withdrawals; pay out money after verification of signatures and member balances.
• Perform duties including opening/closing accounts, share drafts, CDs, IRAs, trusts, UGMAs, various member/account verifications such as SSI or AVS, etc.
• May perform card services duties such as ordering cards, placing holds on cards, balancing card service reports, fraud, posting debits/credits, etc.
• Research and resolve member inquiries regarding account statements, disputes, and monetary adjustments. Assist with online banking inquiries.
• Balance and complete required reporting daily.
• Order supplies for credit union, order checks, process address changes, mail letters for overdrawn accounts, etc.
• Process and distribute mail daily.
• May perform notary services as required.
• Cross-sell other credit union services.
• Perform other duties, projects or tasks as assigned.

• A high school education or GED.

• Thorough knowledge of principles and processes for providing member and personal services, including member needs assessment, meeting quality standards for services, and evaluation of member satisfaction.
• Thorough knowledge of established teller and member service operations, procedures and policies. Understanding of Credit Union operations and philosophy.
• Knowledge of basic accounting.

• One year of similar or related experience preferred. Bilingual Spanish helpful but not required.

• Excellent oral and written communication skills.
• Professional appearance, dress, and attitude.
• Working knowledge of related computer systems and applications.
• Solid math skill.
• Demonstrates carefulness about detail and is thorough in completing work tasks.
• Performs effectively with frequent workload changes and competing demands.
• Maintains confidentiality related to Credit Union operations and work‑related information.