Member Service Representative IV

Work Location

This position is only eligible for in office/branch work arrangements.

Compensation

* Base Salary:

* The full salary range for the Member Service Representative IV position is $22.60 to $32.20 per hour, with new hires generally starting between $25.80 to $28.95 per hour, based on relevant knowledge, skills, education, and experience.

* Spanish-language differential:
Candidates who pass the Spanish language assessment will be eligible to earn an additional $1-$2 per hour.

* Incentives:

This position is eligible for monthly incentives that range from $5.00 to $75.00, per sold product/service.

* Annual Incentive:
In addition, all SELCO team members receive an annual incentive based on how well SELCO meets the prior year's strategic business goals. This incentive is calculated using the team member's prior year eligible earnings and ranges from 0%-12% (with the average payout over the last five years being 11.07%).

Benefits

Our team's well-being is a priority, and we're proud to offer a comprehensive and holistic benefits package for team members and their families.

* Medical, dental, vision, long-term disability, and life insurance

* 401(k) retirement plan (with guaranteed employer contributions)

* Paid time off for personal and volunteer hours, as well as 10 paid holidays per year

* Additional programs and benefits include wellness and educational reimbursements, an employee assistance program, discounted rates on select SELCO services, and more.

Check out our complete benefits list here!

Position Overview

The Member Service Representative IV provides an exceptional service experience for SELCO Community Credit Union's members, team members, and guests.

SELCO Core Essential Functions

* Demonstrate adaptability and leadership skills, and uphold SELCO's Mission Statement, Corporate Values, Service Promises and Exceptional Customer Service Standards.

* Adhere to federal and state regulations, SELCO policies, confidentiality requirements, and other compliance obligations.

* Interact with internal and external customers in a warm and friendly manner, demonstrate a sincere interest and willingness to help.

* Consistently achieve individual performance goals and contribute to department and organizational objectives.

* Represent SELCO with a high level of integrity and professionalism.

* Adapt to and support change to accomplish SELCO's goals and objectives.

* Actively participate in and/or lead required meetings and trainings.

* Perform other duties as assigned.

Position-specific Essential Functions

* Provide member service and perform duties with a high level of accuracy, efficiency and in alignment with service expectations, instructions, policies and procedures including:

* a. Build and develop member relationships by asking open-ended questions and identifying member needs.

* b. Routine teller services i.e., counting and documenting cash, posting transactions, etc.

* c. Complex teller services i.e., GL entries, vault balancing, etc.

* d. Basic member service i.e., processing ACH, card, wire, and account change requests.

* e. Complex member services i.e., account opening, research, and problem resolution.

* f. Answer incoming calls and assist with specific inquiries.

* g. Basic loan services i.e., loan signing and disbursement.

* h. Complex loan services i.e. conduct loan interviews, gather information and documentation, submit requests to underwriting, communicate with members, coordinate signing, and follow up as needed.

* Assist team members and other departments, as needed.

* Promptly resolve exceptions identified through quality control audits and initiate steps to reduce future exceptions.

* Demonstrate initiative to help protect the member and SELCO from losses by detecting errors and taking action to prevent fraud.

Skills and Abilities

The position requires:

* Exceptional customer service skills by using the GVAL-HI approach to providing service. Greet people. Value them. Ask how you can help. Listen. Help them. Invite them back.

* Ability to discover member needs to effectively cross-sell SELCO's products and services.

* Effective communication and active listening skills through all methods of interaction (e.g.…