Member Service Representative West Metro - Floating

Our Member Service Representatives are the faces of the Credit Union, and the primary front-line contact for our members. The MSR's primary role is to assist members with their financial transactions and telephone requests, responds to and resolves problems in a timely manner, creates relationships and establishes rapport with members while maintaining the image and upholding the values of the Credit Union.

Full Time: 38-40 hours per week. Shifts may vary between the hours of 8:30am-5:30pm Monday‑Friday and 9:00am-12:00pm Saturdays. This role will require 2‑3 Saturdays a month.

To assist members with their financial transactions. This includes but not limited to cash and non-cash depository transactions and account administrative task and general member and account support. This position will be housed primarily out of our Medina location, but may need to assist our other locations on occasion, as needed.

• Greets each member in a courteous and professional manner.
• Receives and processes member financial transactions including deposits, withdrawals, loan payments, transfers, cashier's checks, money orders and cash advances.
• Accurately balance cash drawer and checks.
• Processes check orders, Instant Issue debit cards.
• Cross sells appropriate credit union products and services.
• Verifies transactions, monitors deposit accounts, and examines documents for proper endorsement and negotiability. Detects and resolves discrepancies promptly.
• Assist members with travel notes, completion of forms for disputed and fraudulent transactions.
• Actively listen to account concerns to offer applicable resolution to the member and/or internal member.
• Open Certificates of Deposit for existing members.
• Close accounts as directed.
• Completes mandatory forms such as CTRs.
• Reports suspicious member activity to manager for completion of SARs.
• Performs a variety of miscellaneous tasks including processing name and address changes, filing, scanning, computer input, verifying scanning and auditing new accounts.
• Answers phones and responds to members requests, problems, and complaints in a courteous and professional manner. If applicable, directs them to an appropriate person or department for additional assistance.
• Perform all duties listed above and other related duties as assigned.

• To provide friendly, professional, personal service to all members.
• To successfully recommend appropriate new products and services to members.
• To understand and follow all credit union procedures and policies.
• To balance at least 98% of the time.
• To have no more than one posting error per month.
• Maintain a professional working environment.
• Promptly resolve members requests and/or complaints.

Experience:

Up to six months of similar or related experience.

Education:

A high school education or GED.

Interpersonal

Skills:

Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.

• Excellent listening and communication skills
• Telephone etiquette
• Problem solving skills.
• Organization and attention to detail
• Ability to handle stress and work under pressure.
• Member focus and ability to enjoy interactions with people.
• Product and service knowledge
• Proficiency with computers, required software (including financial programs and Microsoft Office) is required.

• Orientation:
  This position primarily requires sitting and walking.
• Standing: the ability to stand for an extensive amount of time.
• Talking:
  The ability to express or exchange ideas by means of spoken word to communicate information to members and coworkers.
• Hearing/Listening:
  The ability to perceive and react to the nature of sounds by ear.
• Lifting:
  The ability to occasionally lift/lower objects of between 10 and 25 pounds.
• Reasonable accommodations to these requirements will be made for employees with disabilities.
• Work Environment:
  Works in a typical office environment, lighting and temperature levels will be moderate, and noise levels are generally quiet.

• Affordable insurance options for Medical, Dental, Vision, and more!
• Company‑paid Life/AD&D, and Short‑Term/Long‑Term Insurances
• Generous PTO offerings
• Paid holidays generally include New Years Day, MLK Day, Presidents Day, Memorial Day, Independence Day, Columbus Day/Indigenous Peoples Day, Veterans Day, Thanksgiving Day and Christmas Day
• 401(k) and an employer match