Personal Service Representative

Job Summary

Responsible for greeting, welcoming, guiding and assisting Credit Union members and visitors in a prompt, enthusiastic, professional, friendly and respectful manner while consistently conveying the willingness to help. Responsible for delivering consistently exceptional member service as a single point of contact for defined consumer and commercial in‑branch requests including monetary transactions, 717 CU online/mobile banking and remote service assistance, deposit account opening, maintenance and closing, loan interview, processing, closing and disbursals, and other miscellaneous product and service delivery.

Establishes and strengthens member relationships using prescribed needs assessment skills and methods to determine member needs and match with appropriate 717 CU options and solutions by helping first and selling second.

• Maintains high accuracy and thoroughness in handling all transactions and assigned duties, especially those dealing with cash and members’ accounts.
• Assures privacy of member information in handling all transactions and assigned duties.
• Remains compliant with credit union policies and procedures.
• Maintains a high level of courteousness and professionalism while greeting all members/visitors with a smile and refers to them by name as appropriate.
• Receives members at assigned station(s) and determines the nature of the members’ business.
• Shows empathy and compassion toward members when assisting with requests, complaints, research, problems and follow‑up to resolve matters to the member’s satisfaction.
• Handles personal and commercial account monetary transactions including but not limited to:
  • All cash and check deposits and transfers to accounts including share/club accounts, checking accounts, money markets, IRA savings and HSA savings.
  • All cash and check withdrawals and transfers from deposit accounts including share/club accounts, checking accounts, money markets and non‑IRA certificates of deposit.
  • Check cashing.
  • Visa cash advances for members and non‑members.
  • Processes non‑commercial member account maintenance requests such as contact information and ownership changes made in person.
  • Savings bonds redemption for both members and non‑members.
  • Shared branch deposits and withdrawals.
• Handles routine non‑monetary transactions including but not limited to:
  • Debit card issuance, qualification and lost and stolen cards.
  • Remote delivery services including application and initial set‑up, demonstration, problem resolution and reporting service failures pertaining to existing remote delivery services to appropriate department experts.
  • Assists members with direct deposit initiation, changes and payroll transfers.
  • ACH initiation, changes and cancellation for internal and external payments.
  • Check and ACH stop payment requests.
  • Closes accounts using credit union defined procedures.
  • Debit/credit card fraud and other forms of fraud assistance.
  • Dormant account process.
• Assists with required dual control processes within the branch operation.
• Scans current day’s checks (accepted by all office staff), balances corporate check totals and various other branch totals.
• Orders new and reorders checks for members with checking accounts.
• Prepares and submits skip payment requests for Loan Servicing.
• Opens and closes the computer terminal and is accountable for assigned cash drawer monetary contents and balances to the terminal close report on a daily basis.
• Maintains overall knowledge of the resources and services of the Credit Union as front‑line first contact with members.
• Meets or exceeds product and services relationship building, referral and production goals including but not limited to deposits, loans, payment protection, checking account options, retirement and investment services, electronic and remote delivery services, and other products/services at the acceptable level as determined by the Credit Union.
• Demonstrates a thorough knowledge and proficiency of all Credit Union retail, non‑IRA deposit products and services, electronic/remote delivery services, payments, use of credit union core processing system and other software required to perform the required functions within the…