Member Services Representative

Job Description

Job Description

POSITION SUMMARY
Represent Everence Federal Credit Union professionally to members and prospects. Process transactions, service requests, and new accounts accurately and efficiently, maintaining courtesy and discretion. Promote products by engaging with individuals, organizations, and businesses to meet their banking needs. Support other MSRs and staff with various office duties as assigned. Perform member services and branch tasks effectively, courteously, and professionally.

RESPONSIBILITIES AND DUTIES

1. Process member transactions such as deposits, withdrawals, check cashing, loan payments, transfers, cashier’s checks, cash advances, stop payments, wire transfers, and more.
2. Follow policies and procedures, including but not limited to security, transaction verification, cash limits, cash handling, and check cashing guidelines. Comply with the Anti-Money-Laundering Policy to meet the requirements of the Bank Secrecy Act (BSA), which includes Customer Identification Program (CIP), Currency Transaction Report (CTR), Suspicious Activity Report (SAR), and Monetary Instrument Log; as well as the USA Patriot Act and regulations from the Office of Foreign Assets Control (OFAC).
3. Balance cash and daily transactions. Investigate and resolve out-of-balance issues.
4. Scan checks received for deposit, payment, or cash.
5. Ensure individuals, organizations, and businesses meet eligibility requirements.
6. Present and explain credit union products and services to members, and recommend suitable options to help them meet their everyday banking needs.
7. Open or close memberships and accounts and renegotiate Certificates of Deposits/IRAs.
8. Complete forms and enter information into the database to establish new memberships, products, and services, order checks, and perform maintenance and service requests.
9. Serve as a resource for members to answer questions, solve problems, and assist with bookkeeping, account reconciliation, and research requests.
10. Receive, direct, and manage telephone calls, faxes, emails, and mail-in requests.
11. Manage member traffic flow through lobby, drive-thru, and telephone.
12. Assist in branch opening and closing procedures.
13. Process drive-thru, night depository, and mail-in transactions.
14. Support balance management and auditing of the vault, other MSR cash, and negotiables instruments.
15. Perform quality checks on new memberships, accounts, and service/maintenance requests.
16. Gather and package completed forms for mailing to Goshen as needed.
17. Complete reports and records as necessary.
18. Onboard new members with follow-up calls, emails, and/or mailings.
19. Contact members and prospects to update records, schedule appointments, and cross-sell.
20. Complete all required training for the position and participate in electives to enhance skills.
21. Participate in meetings and other events as required.
22. Assist Business Development Officer with follow-up tasks such as insurance, financials, and assembling loan folders.

QUALIFICATIONS

Education:

High school diploma or equivalent

Experience:

1. Cash handling or retail service experience required; financial services experience preferred.
2. Basic understanding of credit union operations
3. Spanish proficiency required

Skills and Abilities:

1. Ability to provide exceptional service
2. Professionalism, honesty, integrity, and good listening skills to foster rapport and build relationships
3. Strong interpersonal, communication, and organizational skills
4. Accuracy and attention to detail with strong mathematical aptitude and analytical skills
5. Demonstrated ability to exercise good judgment, solve problems, offer sound advice, and cross-sell products and services.
6. Ability to operate related computer applications and business equipment, including: PC, internet, email, Windows software, adding machine, telephone, fax, copy machine, money counting machine, and scanner
7. Experience with customer databases is a plus
8. Adaptability to changing workflows to stay productive in both fast-paced and slower environments
9. Availability to work based on branch needs
10. Ability to lift boxes and heavy coins, and stand on feet for extended periods
    

SUPERVISORY RESPONSIBILITIES: None
SCHEDULE: Part-time (24 hrs/week)