Member Service Representative Floater

Overview

Join our dynamic team as a Member Service Representative
- Floater, where your energy and enthusiasm will drive exceptional member service experiences across multiple branches. In this versatile role, you'll provide vital support to ensure smooth daily operations, foster strong member relationships, and promote financial products and services. Your proactive approach will help our members achieve their financial goals while maintaining the highest standards of service excellence. This position offers an exciting opportunity to develop a broad skill set in assisting members with financial assistance and relationship management while making a meaningful impact in our community.

Assist members with new loans and products, open accounts, provide account status updates, and furnish information on loans, products, fees, services, and financial transactions, while maintaining accuracy in daily cash drawer balancing. Courteously and promptly resolve member questions and concerns or refer them to the appropriate personnel. Position is likely to include sales goals.

25% - Perform all duties of a Teller, efficiently processing financial transactions such as withdrawals, deposits for checking, savings, CDs and loan accounts. Confirm transaction details with members to ensure accuracy and satisfaction, reducing the need for corrections. Balance cash drawer daily, promptly reporting any discrepancies to a supervisor, and ensure all actions comply with established policies. Receive loan payments, address account inquiries, and accurately record payment amounts, dates, and other relevant information.

Verify member calculations, validate checks, and count cash payments. Issue money orders and cash checks in accordance with established procedures.

25% - Perform all duties of a Member Service Representative, open and close accounts, including shared certificates and loans, collect and process required information and educate members on available products and services such as Visa credit & debit cards, online banking, and automated teller access. Explain and facilitate the opening, closing, transfer, and rollover of IRA certificates to ensure accuracy, compliance, and a positive member experience.

20% - Interview loan applicants to gather required information, explain loan options, interest rates, terms, collateral requirements, and ancillary products. Collect all necessary documentation to meet loan approval requirements and ensure compliance with credit union policies. Prepare and review all documentation for completeness and accuracy. Continuously expand financial acumen, sales expertise, and interpersonal skills while increasing product and subject matter knowledge to effectively explain, refer, originate, and complete all products offered by the credit union.

15% - Assist members with a wide range of services, processing credit card and loan applications, managing outgoing wires, resolving fraud issues, performing notary services, and closing accounts. Set up automatic transfers and assist members with enrollment for ACH transfers and wire services. Promote and assist members in using self-service solutions to enhance their experience and support the financial center's operating efficiency.

15% - Build a book of business by proactively seeking opportunities to develop and strengthen member relationships, contributing to both the financial center's growth and personal success. Drive sales and promote success through exceptional service, ensuring a positive member experience. Achieve sales and referral goals by offering an expanded range of products, including banking, insurance, and investment solutions.

• Identify potential fraud or suspicious activity during transactions and follow established procedures for fraud prevention and detection.
• Comply with all company policies and procedures, as well as applicable laws and regulations, including but not limited to the Bank Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control (OFAC) requirements.
• Other duties as assigned.

• 2-5 years of similar or related experience, including preparatory experience
• Previous experience in financial sales, member and/or customer service, credit union or retail banking is preferred but not required; enthusiasm for learning is essential.
• Strong relationship management skills with the ability to upsell products tactfully while prioritizing member needs.
• Ability to adapt quickly to different branch environments as a floater supporting various locations as needed.
• Strong relationship management skills with the ability to upsell products tactfully while prioritizing member needs.
• Knowledge of banking operations such as cash management, debits & credits, loan processing, and fraud prevention techniques.

High school diploma or equivalent; additional certifications related to banking or finance are a plus but not mandatory.

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