MEMBER SERVICE REPRESENTATIVE
Effective date: 09/01/2023
Role:
Member Service Representatives develop and maintain positive financial relationships with members and potential members while providing excellent service. This role assists members in-person and by phone with their banking needs, including opening new accounts, submitting and processing loan applications, responding to questions and problems, executing a variety of financial transactions, involving cash and other negotiable instruments, financial education and providing members the appropriate products and solutions to meet their needs.
Essential Functions & Responsibilities:
Assists members with opening and closing accounts, educates members to improve their financial well-being, answers questions about products and services, and resolves problems. Refers problems that are beyond their authority to their supervisor, along with their recommendations.
Conducts a high quality loan interview to obtain in depth knowledge of member’s financial picture by reviewing the member’s or potential member’s consumer credit reports and provides guidance on credit concerns and loan opportunities. Prepares and completes loan applications (direct and indirect). Responsible for calling applicants to inform them of loan decisions, gathering all required documentation for each loan type for closing and confirming final terms with members. Identifies, promotes and executes all relevant applications, informs members of stipulations and provides post-close support on all loans and responsible for loan servicing.
Processes member financial transactions, such as transfers and payments from member accounts, including deposits, withdrawals, and loan payments; sells and negotiates monetary instruments as directed. Maintains specialized accounts and services, such as IRAs, share certificates, online and mobile banking. Issues debit card and processes checks orders. Maintains and updates member records.
Handles incoming and outgoing member contact by phone. Determines the callers need and assists with requests in a timely manner. Supports Marketing initiatives through promotional campaigns. Makes outbound calls to existing members on pre-approved loan offers or other campaigns.
Assures that appropriate records and documents are accurately prepared, organized, maintained, and electronically archived, such as account cards, loan documents.
Acts as liaison between members and various organizations and departments. Fosters a collaborative environment to ensure that all branch, operations, and credit union goals are achieved.
Performs other related duties as assigned.
Performance Measurements:
To provide accurate, courteous, friendly, timely and professional service to all members and employees.
To greet all members and guests and assist members waiting in the lobby within an appropriate time frames.
To respond to all correspondence on a same or next day basis.
Proactively seek opportunities to identify appropriate products and services for the betterment of the member.
To respond to all telephone and email messages on a same or next day basis.
To respond to all telephone messages within two hours.
To process member transactions with nominal to zero errors.
To maintain a professional appearance and work environment.
Knowledge & Skills:
Experience
One year to three years of similar or related experience. Bilingual proficiency in written, spoken and reading English and Spanish required.Education
A high school education or GED equivalent.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 personal or 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.Other Skills
Ability to multitask in a fast-paced environment. Detail oriented. Professional telephone demeanor and ability to perform with minimum supervision. Strong telephone and verbal communication skills along with active listening. This includes the ability to handle difficult situations with tact, empathy and professionalism. Must be detail oriented with the ability to multi-task in a fast-paced environment. Must be able to effectively use Microsoft Windows, common office applications, and common office equipment. NMLS certification required.Physical Requirements
May be required to lift up to 60lbs. and stand for extended time periods. This role involves servicing members at the frontline/lobby and in a shared office space. May be required to work at multiple branch locations.Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, telephones, photocopiers, scanners, and fax machines. This job may require travel to other Branches for work/meetings/training. Work pace can be very fast during peak periods of the day, week or month.