Member Services Representative

Summary

A Member Services Representative is responsible for providing, via telephone contact, a wide variety of Credit Union services to members, including transactions, disseminating information, problem resolution, and applicable product/service suggestions.

Other duties may be assigned.

• Informing members of general information concerning savings accounts and credit union membership.
• Initiating process to open new savings accounts for members and starting payroll deductions if requested.
• Calculating dividends for members or explaining process and interpreting statements.
• Processing savings withdrawals or transfers via PC or written voucher at member's request.
• Quoting and explaining savings activity to members.
• File maintaining savings accounts as necessary.
• Initiating process to stop payment on savings checks at member's request.
• Initiating and completing, if time allows, any research dealing with savings accounts.
• Taking requests for savings statement copies and initiating charge for that service if applicable.
• Helping with any miscellaneous request by member.

• Informing members of general information concerning checking accounts.
• Initiating process to open new checking accounts with ATM/VCC, overdraft protection and payroll deductions if requested, including pulling credit reports, talking to supervisor for approval and typing new membership cards.
• Calculating dividends or explaining process when requested.
• Quoting and explaining checking account activity to members and assisting with general problem solving concerning checking activity and balancing of checkbook.
• Transferring funds to and from checking account at member's request.
• File maintaining checking accounts as necessary.
• Assisting members in ordering checks.
• Assisting members in ordering replacement ATM/VCC cards and in reporting Lost and Stolen ATM/VCC cards.
• Initiating process to order microfilm copies of checks.
• Initiating and, if time permits, completing any research requests by member.
• Helping with any miscellaneous request by member.

• Having the ability, through general understanding, to provide member with limited information regarding all types of loans including: annual percentage rate, repayment schedules, cost of credit life and disability insurance, and the loan process.
• Processing Home Equity, Designer Loan, and Line of Credit advance requests and discussing payments, insurance, and payroll deductions.
• Completing file maintenance as necessary.

• Having the ability, through general understanding, to provide members with limited information regarding types of accounts, rates, process to open accounts and account activity.

• Processing transfer of VISA payment from member's accounts.
• Informing member of general information regarding VISA accounts.
• Initiating process to send member VISA application and explaining review process.

• Giving member general information on process and features.
• Aiding members in new Online Banking enrollment.
• Troubleshooting enrollment, connection and processing issues.
• Resetting passwords and unlocking accounts.
• Escalating calls to the e Services Team when necessary.

• Verifying Debit Card transactions.
• Ordering replacement card and PINS.
• Cancelling lost and stolen cards.
• Developing proficiency in the Client Central Workstation platform to:
  • Troubleshooting card and transaction issues.
  • Resetting PIN attempts.
  • Adding travel, general denial and internet transaction exceptions.
  • Resolving fraud cases in Case Tracker and making notes.
  • Removing any restrictions on the card.

• Process Check By Phone loan payments through SWBC.
• Provide general information on promotions, contests and Credit Union happenings.

• High School Diploma or Equivalent.
• One to Two years work of related experience.

• Excellent verbal communication skills for telephone member contact.
• Strong basic level math skills.
• Proficient use of PC and all technology required for job function.
• Ability to take direction and follow through on assigned tasks.
• Excellent organizational skills.
• Ability to work in a team environment.
• Ability to deal with member reaction in adverse situations.

To perform this job successfully, the employee must be able to perform each essential job duty satisfactorily. All employees must be able to communicate face to face or through technology with or without reasonable accommodation. Employee will be in an office environment (well-lighted, heated, and air‑conditioned) typically stationed at a desk or table. Employee will be asked to sit and stand for various increments of time, and to lift/push up 10 lbs.

Clerical office duties on various forms of technology are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.