Member Service Representative

Job Title: Member Service Representative

Reports to: Branch Manager

Hours per Week: 38 – Hourly Position

Pay: $23.00 - $27.00/hr plus incentive pay

To provide exceptional, excellent member service and direct the delivery of products/services by offering solutions to address members’ financial needs. Sales efforts will occur through face-to-face and outbound calls. The candidate will open, service and problem solve all various types of accounts, products and services. The candidate must be a team player with a can-do attitude, display a high level of integrity, and possess excellent interpersonal skills.

They must have an excellent record of providing outstanding member service while meeting sales and operational goals.

• Actively and independently seeks knowledge of all products and services to effectively cross-sell, as solutions, in meeting financial needs.
• Focus on obtaining new membership through outbound calling, networking with local businesses, and other referral-based avenues.
• Responsible for the quality of new accounts opened, including attaining goals and total job standards set by the Department Manager.
• Acts as liaison between members and various departments.
• Confers with members by telephone or in person to provide information about products or services.
• Troubleshoot and resolve member and internal inquiries in a timely and accurate manner, communicating the resolution to affected parties.
• Must comply with established policies, procedures and membership requirements when working with member’s accounts.
• Performs duties and serves members and co-workers in accordance with our Service Standards and meets specific department/individual standards.
• Performs all duties and responsibilities of a loan interviewer, providing information on loan products and services, including calculating debit ratios and payments, quoting rates, payoffs, taking applications, and closing loans.
• Proactively solicits and asks for our members’ business to deepen relationships and to increase share growth through a variety of contacts as directed.
• Ensures compliance with all federal and state laws and regulations, including the Bank Secrecy Act, Patriot Act, and Office of Foreign Asset Controls, and should request legal interpretation as necessary.
• Perform other duties as assigned.

Candidate must be knowledgeable of Credit Unions products and services and demonstrate the ability to cross-sell and build deeper relationships with our membership.

• Strong attention to detail and accuracy.
• Ability to adhere to internal policies as well as external policies and regulations set forth by the NCUA.
• Be adaptable to change and embrace member service standards.
• Ability to learn new tasks and processes quickly and efficiently.

• Level of trust and diplomacy is required, in addition to normal courtesy and tact.
• Work involves extensive personal contact with others and is usually of a personal or sensitive nature, confidentiality and professionalism.
• Working knowledge of Microsoft Outlook, Word and Excel.
• Comfortable learning and adapting to new systems, processes and change.
• Must be able to operate all basic office equipment.
• Presents a positive and professional image to members through effective and courteous verbal and written communications.
• Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
• Ability to apply logical thinking to define problems, collect data, establish facts, draw conclusions and seek solutions for members.

• High School Diploma, GED equivalency or higher.

• Ability to calculate figures and amounts such as add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.

• Must be bondable.
• Internal annual compliance testing required.

• Sedentary work; sitting most of the time. Exerts up to 25+ pounds of force occasionally.
• The noise level in the work environment is professional and typically moderate.

This job Description is not a complete statement of all duties and responsibilities comprising this position.