Member Service Representative

Summary: GreenState Credit Union is a member-focused financial institution dedicated to creating lasting value for its members and communities. The Member Service Representative (MSR) plays a crucial role in providing quality service, handling transactions, and addressing member inquiries while maintaining confidentiality and teamwork. Responsibilities: - Adheres to the Credit Union Service Standards in carrying out GreenState's mission and vision - Demonstrates a positive member service (internal and external) focus at all times, greeting members and guests with a smile and eye contact immediately upon their arrival, using their name or acknowledging them, and thanking them for their business - Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities - Ensures confidentiality of member information - Supports a diverse and inclusive work environment - Ensures confidentiality of members account records and account information - Request identification whenever necessary and provide account information to only those members listed as primary or joint owners - Makes weekly outbound service calls to members - Answers member questions or refer members to appropriate departments or supervisors - Assists with member account discrepancies, statement problems, complaints and escalates as necessary - Performs member transactions including; deposits, withdrawals, transfers, check cashing, loan payments, credit card payments, cash advances, bond redemptions, disbursement of official checks, sale of money orders, cashier checks, savings bonds, and promotional sales materials - Builds member relationships by recognizing their financial needs and meeting those needs with the appropriate GreenState product and service or referring them to the specialized department (Wealth Management, Commercial, Mortgage, GreenState Insurance etc.) to be served - Maintains a satisfactory balancing record - Educates members and staff of the features and benefits of all our products and services - Refers products and services that benefit members to achieve team goals - Accepts and examines checks for endorsements and negotiability - Determine availability of funds based on regulations and policy - Place holds on accounts for uncollected funds when necessary, provide member with the proper documentation - Processes mail and night deposit transactions - Completes all forms including negotiable instrument logs, vault cash advances/turn-ins, direct deposit, member check orders - Participates in Opening and Closing procedures - Organize the MSR area and turn off all equipment (computers, copier, adding machines, lights) - Ensure all confidential information is secured at the end of the day - Complete daily work including balancing and reconciliation of drawer offages - Monitors and manage the vault including cash disbursements, balancing, and end of day lock-up - Ensure that enough, but not excessive, funds are always on hand - Assists in security procedures - Has access to and is accountable for office keys and combinations - Balances, maintains, and corrects the coin machine and cash recyclers - Plays a vital role in enriching the community by participating in community service organizations and/or Credit Union sponsored events Required Qualifications: - Interpersonal skills to represent the Credit Union in a positive way - High energy with the ability to approach individuals to engage in conversation, build rapport, establish and maintain member loyalty - Thorough knowledge of deposit products and regulations - Accuracy in the handling of cash, recording daily transactions, and attention to detail - Good telephone manners and techniques - Ability to work with minimal direction and exercise sound judgment - Member account problem-solving skills - Proficiency with related computer applications, spreadsheets, word processing, and database applications - Ability to develop and maintain effective working relationships as a cohesive team - High school diploma or the equivalent (i.e. GED) - Must be bondable - Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand Preferred Qualifications: - Cash handling, sales, and customer service experience desired Required Skills: deposit products, regulations, Cash handling, Sales, Customer service, Proficiency with computer applications, Proficiency with spreadsheets, Proficiency with word processing, Proficiency with database applications, High energy, build rapport, telephone manners, work with minimal direction, Sound judgment, develop, maintain effective working relationships Benefits: Monthly incentive opportunity, Progressive benefits package