Member Services Rep I

Role:

Provide value-added quality service and sales to the membership by efficiently, accurately and continuously handling member transactions and cross-selling credit union products and services. Provide one-stop service to members in all aspects of new accounts, loans, and account research.

Major Duties and Responsibilities:

30% - (Member Focus) - Ensures compliance with all credit union member service standards. Performs all member related functions and activities in accordance with superior member service. Promotes a retail sales environment by selling all credit union products and services face to face or through telemarketing events. Assists in organizing in-branch promotions and/or SEG presentations. Handles member correspondence, resolves inquiries and provides product information.

15% - (Business Development) - Supports the needs of the sales division by assisting wherever needed to meet member demand with sales and service delivery. Promotes a retail sales environment by selling all credit union products and services face to face or through telemarketing events. Obtains proficiency in conducting and/or organizing in-branch promotions and/or SEG presentations as directed by branch management. Required to meet and maintain minimum sales objectives assigned by branch management.

15% - (Quality) - Utilizes TQM tools and techniques, such as flowcharting, brainstorming, check sheets, and charts to continuously improve work process. Assist other staff members with product and service issue with minimum supervision. Performs other duties and assignments as delegated by branch management.

15% - (Teamwork and Cooperation) - Maintains effective communications between branch and other service centers. Is willing to provide support to other service centers in order to achieve exceptional member service.

10% - (Communication) - Maintains professional standards with all member and staff contacts, written correspondence, and overall personnel and branch appearance. Composes correspondence and communicates with members as necessary.

10% - (Job Knowledge) - Provides in depth level of knowledge and skill in the operational aspects of the member service area. Approves loans within credit union guidelines and parameters. Proficient in opening all credit union accounts and ability to perform complex account research.

5% - Other duties as assigned.

Additional Responsibilities:

1. To provide friendly, professional, personal service to all members.
2. To balance at least 98% of the time.
3. Complete all work process with minimum of errors and a high degree of quality with minimal supervision.
4. Required to meet and maintain minimum sales objectives assigned by the Branch Manager.
5. Supports the needs of the Sales Division by assisting wherever needed to ensure member demand with sales and service delivery.
6. Utilize TQM tools and techniques, such as flowcharting, brainstorming, check sheets, and charts to continuously improve work processes; demonstrates and promotes teamwork.
7. Performs all duties in compliance with credit union policies and appropriate regulatory statutes.
8. Understands compliance issues and attends training as it relates to Member Service Representatives. Complies with all relevant aspects of the Bank Secrecy Act as well as all other regulations applicable to the position.
9. Ability to work on Saturdays as requested.
10. May be required to visit car dealers during weekend business hours.

Education

• High School Diploma, G.E.D., or equivalent required.

Experience

• Minimum of two years customer service and retail sales experience with a proven track record. Minimum of one-year loan processing and funding experience. Minimum of one year branch operations experience. Thorough knowledge of financial products and services.
• Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.

Abilities, Knowledge and Skills

• Other Skills: Intermediate knowledge of computers and applications, Microsoft Windows, Microsoft Word, Microsoft Excel, Internet Browser Experience, Good verbal and written skills.
• Ability to communicate clearly and to be understood in English, both in writing and verbally, by telephone and face to face.
• Ability to utilize needs-based selling skills and exercise good judgment.
• Ability to perform duties with minimal supervision.
• Ability to perform all duties of a Teller.
• Ability to sit in increments of 2-3 hours at a time during the workday.
• Ability to stand in increments of 2-3 hours at a time, walk one hour per day, and bend/reach a distance of two to four feet.
• Ability to operate computer terminal, printer and calculator for extended periods of time.
• Ability to organize financial records in chronological and/ or alpha/ numeric files.
• Ability to make sound decisions.

Performs all duties and assignments in compliance with credit union policies and appropriate regulatory statutes, including BSA regulations and those that correspond with specific job duties.

This Position Description is not a complete statement of all duties and responsibilities comprising this position.