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Member Service Representative- Job Description |
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Department: | Operations | Grade: | 5 |
Reports To: |
| Classification: | Non-Exempt |
Supervises Direct: | None | Supervises Indirect: |
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Approved By: | GCR/el/gp | Effective Date: | 04/17/2023 |
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Role: |
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Assists members and potential members with their financial needs both in person and/or via electronic communication. Opens new accounts, processes account transactions, resolves problems, and provides assistance with information regarding products and services. |
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Essential Functions & Responsibilities: |
| - Greets and welcomes members in a courteous, professional, and timely manner, providing prompt, accurate and efficient member service.
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| - Accurately process member transaction and service requests. This includes but is not limited to deposits, transfers, payments to and from the member’s account, and opening new or maintaining existing accounts.
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| - Assists and educates members with selecting the products and services that best meet their needs and recommend other complementary services to provide member satisfaction, increase product penetration, and promote the credit union.
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| - Ensures appropriate records are maintained and required reports are prepared.
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| - Provides timely responses for account inquiries, member questions and member research requests.
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| - Acts as liaison between members and various departments.
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| - Maintains and applies a comprehensive knowledge and understanding of all credit union products, services, policies, and procedures.
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| - Exercises discretion, judgment, and initiative regarding transaction problems and inquiries. Following established policies and procedures.
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| - Assumes responsibility as back up for all vault, ATM, cash recycler, and night depository duties.
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| - Balances cash drawer and daily transactions.
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| - Performs other job-related duties as assigned.
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Performance Measurements: |
| 1. | Resolve member issues within 24 hours and/or ensure that all parties are informed daily on the process. |
| 2. | Open all accounts, certificates, loans, and other credit union products or services accurately, ensuring all related forms and documents are completed and filed/scanned in a timely manner. |
| 3. | Carry out assigned duties and responsibilities with minimal errors according to established department standards. |
| 4. | Actively cross-sell products and services to members to achieve or exceed all established sales goals and assist in meeting department goals. |
| 5. | Ensure that member service is satisfactory on a regular basis. | 6. | Accurately post transactions, having 90 percent accuracy in a 30-day period. |
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Knowledge and Skills: |
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Experience | One year to three years of similar or related experience. |
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Education | A high school education or GED. |
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Interpersonal Skills | Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication. |
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Other Skills | Able to operate a 10 key calculator, typewriter and computer keyboard. |
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Physical Requirements | FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.
REPETITIVE MOTION: Movements frequently and regularly required using the wrists, hands, and/or fingers.
FINE VISUAL ABILITIES: Fine visual acuity with the ability to inspect closely or to assemble small parts.
PHYSICAL STRENGTH: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. |
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Work Environment | No hazardous or significantly unpleasant conditions. |
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This Job Description is not a complete statement of all duties and responsibilities comprising the position. |
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