Branch Member Service Representative II

About the role

The primary function of the Branch Member Service Representative (BMSR) is to provide excellent service to members, contribute to branch performance in achieving goals, build rapport with members, accurately process financial transactions, educate members about and cross-sell appropriate products and services, and make qualified referrals to business partners.

Responsibilities

• Provide exceptional member service by addressing and resolving inquiries, issues, and complaints promptly.
• Maintain a working knowledge of all credit union deposit products, loan products, and electronic delivery channels.
• Lobby leads to ensure a positive member experience.
• Drive sales through service by developing a positive member experience and focusing on solutions that meet members' needs.
• Encourage and assist members in resolving financial challenges and achieving goals.
• Open and service all types of WCU deposit and loan accounts.
• Participate in all sales activities to achieve branch goals in product sales, loan and deposit growth, and referrals.
• Identify and refer members to internal business partners for small business, investments, mortgages, consumer, and insurance services.
• Accurately process all transactions associated with member service including, deposits, withdrawals, loan payments, check cashing, and drawer balancing.
• Perform lobby leadership as scheduled by management.
• Originate consumer loan applications, such as auto, personal, debt consolidation, etc.

Requirements

• High School diploma or equivalent required.
• Minimum of one year of branch banking experience.

Qualifications

• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Knowledge of procedures for handling deposits, withdrawals, transfers, and other financial transactions.
• High level of accuracy in handling cash transactions and maintaining financial records.
• Strong organizational skills and the ability to manage multiple tasks efficiently in a fast-paced environment.
• Capacity to work collaboratively with colleagues to achieve team goals and provide consistent service.
• Awareness of security procedures for safeguarding cash and protecting against fraud and theft.
• Proficiency in using banking software and technology platforms, including ATMs, cash counting machines, and point-of-sale systems.

Skills

• Excellent communication and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Knowledge of procedures for handling deposits, withdrawals, transfers, and other financial transactions.
• High level of accuracy in handling cash transactions and maintaining financial records.
• Strong organizational skills and the ability to manage multiple tasks efficiently in a fast-paced environment.
• Capacity to work collaboratively with colleagues to achieve team goals and provide consistent service.
• Awareness of security procedures for safeguarding cash and protecting against fraud and theft.
• Proficiency in using banking software and technology platforms, including ATMs, cash counting machines, and point-of-sale systems.

Benefits

• Comprehensive medical, dental and vision plans.
• Basic life and AD&D insurance, short-term disability and long-term disability.
• 15+ days of paid time off (PTO) per year.
• Up to 16 hours of volunteer time off (VTO) per year.
• 11+ paid holidays.
• Tuition Reimbursement Program.
• Mental health resources including an Employee Assistance Program (EAP).
• Individualized learning and development programs.

Pay

Pay Grade: 7
FLSA Status: Non-Exempt
Pay Grade Range: $21.88 - $27.35
Actual compensation offered may vary from the posted pay grade range based on factors such as relevant experience, time in role, base salary of internal peers, prior performance, business sector, licensure requirements and/or skill level, and will be finalized at the time of offer.

Schedule

This role requires working on-site in a bank branch environment. This role routinely uses standard office equipment such as computers, phones, photocopier/scanner, filing cabinets, and fax machines. 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. While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel or operate objects, tools, or controls and to reach with hands and arms. May involve occasional lifting of cash boxes and extended periods of standing.