Member Service Representative - Bilingual… at Southern… · Jamestown

MEMBER SERVICE REPRESENTATIVE - BILINGUAL SKILLS PREFERRED Full Time · Location: Jamestown, NY, US Job Title: Member Service Representative (MSR) Reports To: Lead Lender FLSA Status: Non-Exempt  Summary:  Serve as a liaison between the member and the Credit Union. Provide account information by phone or in person, as well as information on the full range of Credit Union products and services. Open accounts for members, resolve issues, and professionally handle the member's daily needs. Provide a variety of transactional services to members. Duties and Responsibilities include the following. Other duties may be assigned. 1. Provide prompt, efficient, and accurate service in the processing of member transactions. 2. Provide in-person and by-telephone general and specific service-related information concerning Credit Union products, services, or policies. 3. May respond to email or other electronic requests submitted by members, again providing professional, prompt, efficient, and accurate service, and information. 4. Respond to member's requests, problems, and complaints and/or direct them to the appropriate person for specific information and assistance. 5. Open new accounts, and service existing accounts. Set up new account files and provide members with all necessary information for membership. 6. Handle requests from members for transfers of shares to loan payments, share withdrawals, check requests, share certificate transactions, line of credit advances, and any other requests received from members. 7. Become familiar with all products and services the Credit Union has to offer and make recommendations based on member's needs. 8. Mail receipts and checks to members as indicated by policy and procedure. 9. Provide information on options to members wishing to deposit funds with the Credit Union. 10. Research accounts for deposit, withdrawal, and loan - payment discrepancies. 11. Assist members in balancing their accounts. 12. Assist members with proper completion of payroll deduction and direct deposit forms. 13. Assist members in opening individual retirement accounts, health savings accounts, and share certificates. 14. Must be able to perform the duties of a teller. 15. Use lending software to input member requests for loan products. 16. Begin training in interviewing and processing loans. 17. Attend meetings as required by management. 18. Must complete all BSA training and requirements. 19. Perform various other duties as required. 20.  Participate and process VITA taxes. Supervisory Responsibilities: There are no supervisory responsibilities. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Language Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instruction, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization. Math Ability: Ability to add, subtract multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs. Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Computer Skills: To perform this job successfully, an individual should have knowledge of Microsoft Word, Microsoft Excel, Email, Texting, Microsoft Teams, Simplifyit, Outlook, ChexSystems, Timeclock software, and any other software as pertains to job functions. Education/Experience: HS Diploma/GED. Certificates and Licenses: N/A Equipment: Regular office equipment. Knowledge, Skills, and Other Abilities: • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. • Analytical – Collects and researches data; Uses intuition and experience to complement data. • Design – Generates creative solution; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. • Technical Skills – Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others. • Member Service - Manages difficult or emotional member situations; Responds promptly to member needs; Solicits member feedback to improve service; Responds to requests for service and assistance; Meets commitments. • Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions. • Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information. • Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values. • Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time. • Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Makes timely decisions. • Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. • Quality - Demonstrates accuracy and thoroughness. • Quantity - Meets productivity standards; Completes work in timely manner. • Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. • Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. • Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan. • Time management skills. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands, reach with hands and arms, and talk/hear, stand, walk, and sit. The employee must occasionally climb or balance, stoop, kneel, crouch or crawl and lift and/or move up to 10-15 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus (ability to adjust the eye to bring an object into sharp focus).  Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly exposed to work near moving mechanical parts. The employee is occasionally exposed to outdoor weather conditions. The noise level in the work environment is usually moderate. Monday - Wednesday 8:45am - 4:45pm Thursday 8:45am - 5:15pm Friday 8:45 am - 5:45pm Saturday 8:45am - 12:15pm