Member Service Representative

Description

This position is primarily responsible for providing support at the level of Member Services and for assisting both the Member Service Officer and the Call Center Staff in handling all members requests and inquires related to credit union services and products by performing the following duties. This position is also required to back up the teller line as needed.

• Core duties and responsibilities include the following. Other duties may be assigned.
• Performs within company standards, including, but not limited to: member’s survey results, transaction volume, cross sell referrals and balancing performance.
• Fast and accurately processes new account and loan requests.
• Opens and explains accounts using clearly defined guidelines.
• Takes and processes loan applications using the “Selling is Telling” in order to provide the best solution for the individual member.
• Completes adverse action form when accounts/services cannot be provided.
• Orders checks and Visa debit cards or produces in the office when necessary.
• Understands Individual Retirement Accounts (IRA) in order to open and perform minor transactions.
• Assists the calls center and oversees member service responsibilities.
• Logs into call center regularly to minimize the wait queue during peak need in order to meet goals set forth by management.
• Maintains positive, friendly attitude while controlling the conversation.
• Provides fast, accurate information.
• Assists the Member Service Call Center at the direction of the Branch Manager and maintains control of conversation to ensure member satisfaction and company performance measures are achieved.
• Assists in the teller area as needed.
• Assists the Branch Manager and maintains a working knowledge of loan processes and procedures.
• Research member accounts and provides follow up for resolution.
• Assists with special projects as requested.
• Performs other duties as requested.
• Assists members with questions, problems and issues in person and via telephone or in person.
• Responds to, and initiates member inquiries/requests by telephone, mail, and in person in an efficient and timely manner ensuring member satisfaction and retention.
• Answers telephone calls in a call center environment and assists callers with services and sales information.
• Analyzes and resolves problem situations or offers other options.
• Accepts loan applications, retrieves loan requests and closes with the proper documentation.
• Research member requests for information.
• Performs outbound calling as needed.

This job has no supervisory responsibilities.

To perform the job successfully, an individual should demonstrate the following competencies:

Intellectual

• Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures.

Interpersonal

• Member Service - Manages difficult or emotional member situations; responds promptly to member needs; solicits member feedback to improve service.
• Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

Organization

• Ethics - Treats people with respect; keeps commitments; works with integrity and ethically; upholds organizational values.

Self-management

• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Safety and Security - Observes safety and security procedures; reports potentially unsafe conditions.
• Attendance/Punctuality - Consistently at work and on time; ensures work responsibilities are covered when absent.
• Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of members or employees of…