Branch Member Service Representative I​/II

Branch Member Service Representative I/II

Signing bonus of $1,000 effective 1/20/2024.

Work hours:

Monday–Thursday 8:15 a.m.–5:30 p.m.;
Friday 8:15 a.m.–6:30 p.m. or 8:30 a.m.–5:30 p.m.;
Saturday 8:15 a.m.–1:00 p.m. 40‑hour work week with rotation on Saturdays and Fridays.

Hiring range: $22.24/hr – $27.80/hr.

Assessment link:

The Branch Member Service Representative provides a valuable link between members and the credit union. The incumbent professionally represents the credit union to members and delivers high‑level service through identifying relationship opportunities; matching appropriate products and services to meet member needs; and migrating members to alternative banking solutions. The incumbent must maintain a thorough knowledge of the features and benefits of all TFCU products and services.

This position requires an in‑depth knowledge of all products, services regulations, and procedures of the operational departments within the credit union. The incumbent processes all member requests through various systems, abides by current laws, and adheres to all internal policies and procedures to support risk management and the overall safety and soundness of the credit union. A Branch Member Service Representative also performs teller functions on a regular basis, adhering to all teller standards.

• Serves as the primary contact for all potential, new and existing members and services all share and loan requests.
• Interviews, evaluates and underwrites consumer loan applications within loan authority. Evaluates collateral, verifies appropriate documents are present for processing and follows funding procedures.
• Performs monetary transactions and account maintenance updates to include check orders, account distributions, stop payments, ATM/Debit card requests, address changes and account ownership maintenance or issues. Resets Tower Talk 24 and/or Home Banking PINSs.
• Resolues product or service problems by clarifying the member’s concern, determining the cause, selecting and explaining the best solution, expediting corrections or adjustments, and following up to ensure resolution.
• Delivers high‑level loan and account service to potential, new and existing members; assesses financial needs; identifies relationship opportunities and matches appropriate products and services to meet financial needs and credit union goals. Advises members of relevant account features and/or restrictions and discloses all pertinent account information required by law.
• Performs administrative duties to support an outstanding level of member service, where timeliness, accuracy and follow‑through are critical ensuring compliance with all Tower policies and procedures and Federal and State regulatory statutes.
• Participates in all required credit union compliance and product knowledge training, applies knowledge gained throughout training to all relevant job duties, demonstrates thoroughness and accuracy of compliance knowledge in oral and written member interactions.
• Maintains awareness of security risks concerning member identification, membership eligibility and confidentiality.
• Reviews features and benefits for products/services and handles any objections/questions and conducts necessary follow‑up or referral to appropriate department or CUSO. Sells products and services through effective use of sales skills and extensive product and service knowledge. Participates in all levels of the sales process including identifying needs, referral, closing, and follow‑up. Must meet prescribed goals in sales and referrals.
• Conducts outbound sales calls to members for various credit union initiatives, mainly in automobile and credit card recaptures.
• Serves as a liaison between other TFCU departments and vendors – FIS, Harland, COOP.
• Initiates follow‑up service calls to existing members to enhance the relationship and ensure satisfaction with service provided. Must meet prescribed goals in follow‑up calls.
• Possesses keys and combinations to function as dual authority for access to vaults. Responsible for dual control when such access is granted.
• Assures security of cash drawer and…