Members First Credit Union



Members First Credit Union

JOB DESCRIPTION

Floating - Member Service Representative II

(Non-Exempt)

Reports to: Branch Manager

Position Overview: The primary purpose of this position is to assist Members First Credit Union to deliver on its Mission: To encourage a better tomorrow. To achieve this mission the position must deliver on our brand promise: We believe in you. Our promise is to be trustworthy, caring, and enthusiastic to help you succeed. You will do this by living out our core values in every service contact to both internal and external members.

o Trustworthy

▪ We deliver excellence through knowledge.

▪ We can be depended upon to do the right thing.

▪ We believe in exceeding expectations.

o Caring

▪ We are committed to encouragement and the power of positivity.

▪ We respect all people, without judgment.

▪ We give the best of ourselves when we join together.

o Enthusiastic

▪ We are hardworking, passionate people.

▪ We encourage maximizing happiness and fun.

▪ We thrive by finding new ways to help.

Major functions:

• Deliver on the Credit Union’s Promises in every service situation

• Develop and Maintain an effective level of product knowledge

• Identify members’ financial needs and recommend appropriate Credit Union solutions

• Maintain, operate, and balance a cash drawer daily

• Travel is required to various branch locations to cover shortages in staffing

Member Service Representative:

• Create opportunities for expanded member relationship by determining the needs for additional product and services; recommend appropriate Credit Union solutions

• Maintain Sales and Service Performance Expectations

• Remind delinquent members that their payments are due

• Operate and balance a cash drawer each day

• Process member’s cash and check transactions, to include deposits, withdrawals, check cashing and loan payments.

• Assist team members with check approvals and overrides as needed.

• Assists employees with overrides and helps to problem solve member issues.

• Handle inquiries on member’s accounts, statements, and histories.

• Process check orders as needed

• Sell Visa Gift and Travel Cards and cashier’s checks/money orders.

• Collect any fees as required for services.

• Answer phones and handle inquires.

• Process mail as needed

• Assist other departments with clerical duties as required.

New Accounts:

• Thoroughly explain products and services to members. Prepare and process documentation for new accounts and collect share deposit

• Assist with the new accounts auditing process.

• Prepare an adverse action letter when products are denied.

• Be knowledgeable in IRA laws and paperwork.

Contact Center:

• Handle phone inquiries and process transactions for members as requested

• Assist members with bill pay and entire online banking platform

• Responding to written inquiries from members via email, and message board

• Process specialized requests from the online banking platform

General Sales Expectations:

• Successfully use effective Sales Champion skills and behaviors

• Build relationships with current and new members. Offer products and services that will help improve their financial wellbeing.

• Assist with the onboarding process that continues to build relationship with new members.

• Make sure members are being fully served

Other:

• Process mail as required

• Attend education functions as required

• Other duties that may be assigned from time to time.

Performance Standards:

• Strive to exceed credit union, department, and personal goals

• Team oriented

• Dependable

• Highly organized

• Produces accurate work results

• Readily keeps others adequately informed

• Presents a professional image

• Maintains a high level of knowledge about credit union philosophy, products and services

Education Requirements:

• Minimum high school graduate or equivalent.

Experience:

• At least one year experience working as an MSR

• Six months previous cash handling experience

• Experience with Microsoft Word and Excel

• Ability to communicate with members and other staff – clearly and concisely

• Good working knowledge of all credit union products and services

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