Member Service Representative

The member service representative is the first person to greet the members as they enter the Credit Union. This requires the member service representative to be courteous, helpful, and responsive to the member’s needs. In this sense, the member service representative is one of the most important employees. The member service representative should be trained in cross selling techniques and all aspects of member relations.

The member service representative should be familiar with all the functions of the on line computer system that relate to the successful performance of their job.

Duties and Responsibilities

• Assist managers and staff to ensure the credit union is profitable by managing expenses and promoting credit union products and services to its members.
• Greet and welcome members to the credit union in a courteous, professional, and timely manner, providing prompt, accurate and efficient member transactions.
• Receive share drafts/checks and cash for deposit to accounts, verify amounts, examine share drafts/checks for proper endorsement, and accurately enter deposits into computer records.
• Place holds on accounts for uncollected funds.
• Process withdrawals from accounts and/or share draft/check cashing, verify amounts, and enter withdrawals into system accurately. Cash share drafts/checks from a variety of accounts upon proper verification according to credit union policies and procedures.
• Receive mortgage, consumer loan, and other payments, and ensure the payments match balances due. Enter payments into computer. Generate member receipts.
• Assist with night deposit and mail transactions.
• Balance cash drawer at end of the shift and compare totaled amount to computer‑generated proof sheet. Research and resolve discrepancies. Report any discrepancies to the supervisor as necessary. May help other MSR’s research and resolve discrepancies.
• Ensure that the teller station is properly stocked with forms, supplies, brochures, etc.
• Maintain an up‑to‑date and comprehensive knowledge on all credit union products and services that are handled or promoted by tellers. Maintain an up‑to‑date and comprehensive knowledge on all related policies and procedures, rules and regulations for the teller area, including robbery procedures.
• Cross‑sell credit union services such as safe deposit boxes, debit cards, credit cards, on‑line banking, or other promotional products where available.
• Report malfunctions of teller terminals and other equipment used at the teller station to supervisor.
• Respond to members’ requests, problems, and complaints and/or direct them to the appropriate person for specific information and assistance.
• Promote credit union products and services based on member’s needs.
• Open new accounts, and service existing accounts. Set up new account files, and provide members with all necessary information for membership.
• Responsible for initiating and approving wire transfers for members. This includes accurately keying in wire information and verifying available funds in the members’ account.
• Provide notary services when requested by a member or supervisor.

Physical Demands

You may be required to do the following:
Standing during your shift, Walking, Sitting during your shift, Grasping, Reaching, Stooping, Kneeling, Crouching, Pushing, Pulling, Carrying up to 50lbs, Lifting up to 50lbs, Hearing, Seeing, Talking, Repetitive Motions, Driving, Typing and Static Position.

Expectations

• To maintain a professional, courteous, and friendly atmosphere for members and co-workers.
• To ensure all documentation is completed with accuracy

Qualifications

Employees should also be able to type, add, multiply and divide on a calculator; and operate a scanner, copy and postage machine and basic computer experience.

Knowledge

• High School…