Member Service Associate

A person in this position is responsible for providing a variety of functions for members in person, via phone, email, and through the mail, including processing deposits, withdrawals, loan payments, cashiers' checks, cash advance, debit cards, etc. Maintains accurate records for daily transaction. Actively cross-sells Credit Union services when appropriate. Performs specified additional duties as assigned. Complies with all state and federal regulations as well as company policies.

• Assumes responsibility for the efficient, effective, and accurate performance of teller functions.
• Assists members with various account transactions in person, over the phone, by email, etc.
• Performs cash functions, including receiving share deposits, withdrawals, check cashing, and loan payments while preparing a proper receipt for each transaction. Processes internal and external transfers.
• Processes cash advances, cashiers' checks, domestic and international wires, redeems government bonds and similar transactions.
• Assists members with all debit card related issues. Forwards escalated debit card issues to debit card specialist. Regularly service the ATM machine and cash recyclers/dispensers and forwards continuing mechanical errors to MSA Supervisor.
• Verifies transactions for accuracy. Monitors deposit amounts and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly.
• Appropriately reports situations of potential fraud, abuse, etc. timely and within limits of authority.
• Balances daily transactions and verifies cash and check totals. Investigates and resolves out-of-balance conditions.
• Appropriately maintains and adheres to contact manager notes and warnings in the core system.
• Assumes responsibility for the effective and professional performance of member service functions.
  • Presents and explains credit union services and products to members and assists in meeting their financial needs. Closes accounts by member request. Provides member access to safe deposit boxes. Orders checks for members' accounts. Completes payroll deduction and authorization forms.
  • Answers questions and solves problems for members by listening to problems, collecting data, securing answers, and reporting results to the inquiring party. Resolves member bookkeeping and checking account problems. Processes stop payment requests.
  • Receives and directs members and telephone calls appropriately. Responds to inquiries and questions if possible or directs them as necessary. Records and relays messages in a timely fashion.
  • Performs accurate file maintenance and account changes as needed. Receives and processes changes of name, addresses, and such other account information as needed. Open various sub accounts after appropriate training.
  • Identifies areas to actively cross-sells credit union products and services after appropriate training. Ensures that all members are informed of credit union services and policies including eligibility for membership, types of available accounts, interest and dividend rates, payroll deduction options, and other related services and information.
  • Maintains and upholds privacy of member account information.
• Maintains and upholds the credit unions excellent member service requirements and reputation.
• Displays a professional and groomed appearance as outlined in the dress code policy.
  • Greets members cordially and professionally in person, via email, and over the phone.
  • Performs member transactions and problem resolution promptly and effectively.
  • Returns member and co-worker messages, phone calls, emails, etc. within the same business day when appropriate.
  • After appropriate training, understands the credit union movement.
  • Demonstrates appropriate working relationships with team members and management staff.
• Demonstrates appropriate working relationships with team members and management staff.
  • Keeps supervisors informed of area activities; reports suspicious or concerning activity as required.
  • Works collectively with the team to accomplish credit union initiatives.
  • Encouraged to participate in fundraising and team building actives as time allows.
  • Resolves minor conflict…