Member Service Representative; MSR Job Morton Grove area,Illinois USA,Sales

Position: Member Service Representative (MSR)

Summary

The MSR I is responsible for assisting members with their financial needs, processing transactions and requests within limits and with a high degree of accuracy. The role focuses on learning all PFCU's products and services and working toward deeper understanding. The MSR I will build relationships and enhance the member experience by providing prompt, efficient, confidential, and accurate service in a friendly, positive, and professional manner while recognizing additional sales opportunities.

S/he will report to the Branch/Operations Manager and/or Member Service Supervisor and can receive guidance from other staff or MSR II. S/he acts in accordance with established policies, procedures, and regulations and accurately provides members with a variety of financial services while meeting or exceeding established sales goals.

Key Responsibilities

In person, phone or email, greets, interacts, communicates, and assists members by providing prompt, efficient, and accurate service within established limits in a professional and friendly manner. Assists members with general account inquiries or issues for resolution and satisfaction.

Ability to gain proficiency in all credit union software applications including member applications, Microsoft Office, and general office equipment.

Within established limits, processes all types of member transactions and documentation associated with member requests, including but not limited to general account deposits, loan transactions, limited new account openings, member profile updates, changes on the Core system, and ancillary products such as movie tickets, vehicle stickers, and gift and travel cards. Requests additional information from members when needed and follows up to ensure completion.

Builds member rapport at every opportunity. Promotes, explains, and cross‑sells PFCU's product line to all members consistently.

The aptitude or desire to acquire a general understanding of all PFCU products and services in order to sell or cross‑sell to members and achieve individual and organizational goals.

Keeps abreast of industry developments including changes in regulations, technology, current events, credit union, banking, and lending trends, allowing members to rely on you for information and education.

Promotes and maintains a positive work atmosphere by communicating in a manner consistent with professional standards; works effectively with members, co‑workers, management, and vendors. Displays and promotes teamwork. May represent PFCU in SEG and community functions to promote the credit union in a positive light.

Ensures adherence to company policies and procedures and banking/credit union regulations; adheres to all regulatory compliance, including teller operational duties.

Maintains and monitors cash control position for own cash drawer. Maintains and completes audit logs for internal controls and monitors and replenishes office supplies and inventory.

Performs additional duties as required and may be utilized in other PFCU offices and departments as business needs dictate.

Scope

The MSR I works under close supervision, following established guidelines and procedures. This person has a sales and operational skill set, is proactive, cross‑functional, action‑oriented, self‑motivated, detail‑ and goal‑oriented. The MSR I works within the MSR Team and reports to the Branch Manager. The MSR I works toward the position of MSR II by enhancing and deepening knowledge of PFCU's financial products and services, procedures, governmental regulations, attending meetings and training opportunities, and meeting or exceeding established sales goals.

S/he must possess good relationship‑building, communication (oral and written) skills, willingness to learn, and to refer PFCU products and services to members on a consistent basis. Additionally, s/he must meet all required PFCU and regulatory compliance training.

Essential Skills, Knowledge and Requirements

High School Diploma or equivalent job‑related experience providing the necessary knowledge, skills and abilities to successfully perform the responsibilities of the role.

Minimum of 6 months of related experience; customer…