Member Service Representative

Job Overview

This position is primarily responsible for providing support at the level of Member Services and for assisting both the Member Service Officer and the Call Center Staff in handling all members requests and inquiries related to credit union services and products. The member service representative will also back up the teller line as needed.

• Flexibly perform core duties and responsibilities and other duties may be assigned.
• Operate within company standards, including member survey results, transaction volume, cross‑sell referrals, and balancing performance.
• Fast and accurately process new account and loan requests.
• Open and explain accounts using clearly defined guidelines.
• Takes and processes loan applications using “Selling is Telling” to provide the best solution for the individual member.
• Completes adverse action forms when accounts/services cannot be provided.
• Orders checks and Visa debit cards or produces in the office when necessary.
• Understands Individual Retirement Accounts (IRA) to open and perform minor transactions.
• Assists the call center and oversees member service responsibilities.
• Logs into call center regularly to minimize the wait queue during peak needs to meet management goals.
• Maintains a positive, friendly attitude while controlling the conversation.
• Provides fast, accurate information.
• Assists the Member Service Call Center at the direction of the Branch Manager and maintains control of conversation to ensure member satisfaction and company performance measures are achieved.
• Assists in the teller area as needed.
• Assists the Branch Manager and maintains a working knowledge of loan processes and procedures.
• Research member accounts and provide follow‑up for resolution.
• Assists with special projects as requested.
• Perform other duties as requested.
• Assist members with questions, problems and issues in person and via telephone or in person.
• Respond to and initiate member inquiries/requests by telephone, mail, and in person in an efficient and timely manner ensuring member satisfaction and retention.
• Answer telephone calls in a call center environment and assist callers with services and sales information.
• Analyze and resolve problem situations or offer other options.
• Accept loan applications, retrieve loan requests, and close with proper documentation.
• Research member requests for information.
• Perform outbound calling as needed.

This job has no supervisory responsibilities.

• Intellectual:
  • Analytical – synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures.
• Interpersonal:
  • Member Service – manages difficult or emotional member situations; responds promptly to member needs; solicits member feedback to improve service.
  • Interpersonal Skills – focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.
  • Oral Communication – speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Organization:
  • Ethics – treats people with respect; keeps commitments; works with integrity and ethically; upholds organizational values.
• Self‑management:
  • Quality – demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
  • Safety and Security – observes safety and security procedures; reports potentially unsafe conditions.
  • Attendance/Punctuality – consistently at work and on time; ensures work responsibilities are covered when absent.
  • Initiative – volunteers readily; undertakes self‑development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.

Branch Manager

• Education and/or
  
  Experience:
  
  High school diploma or GED; or one to three months related experience and/or training; or equivalent combination of education and experience.
• Language
  
  Skills:
  
  Ability…