Member Service Assistant

About the role

Responsible for establishing new memberships and increasing existing member account relationships through sales and referrals to meet performance targets. Determine the member's needs, tailoring credit products to meet their unique financial needs and goals. Cross-sell all products and services while adhering to credit union policy and procedures.

Responsibilities

• Maintain excellence in delivering member service and exceeding the credit union and department service standards.
• Perform daily responsibilities including opening and closing accounts, issuing debit cards, servicing members, processing stop payments, wire transfers, placing check orders, processing special instructions on accounts, e-services, general file maintenance, and researching transactions.
• Provide support to the Receptionist area as needed.
• Provide access and servicing to safe deposit boxes for members (Spohn location only).
• Use a consultative sales approach to meet members' financial needs by proactively identifying opportunities to cross-sell and up-sell beneficial products and services.
• Foster a teamwork attitude to ensure all credit union goals and objectives are achieved.
• Consistently meet or exceed sales goals as set by management by effectively cross-selling credit union products and services to both current and potential members.
• Refer sales opportunities to other lines of business.
• Input loan applications, including recommendations for loan opportunities, and forward to MSR/MSO for decision.
• Maintain accurate data entry regarding member records, maintenance, and transactions; correct errors as needed.
• Ensure the protection of the credit union’s interest in matters of adequate documentation, including loan, title work, and account packets.
• Adhere to security, internal control procedures, policies, and applicable laws and regulations.
• Complete mandatory compliance, product, and credit union training.
• Demonstrate understanding of and follow requirements of regulations including Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), and Member Due Diligence (MDD) as they relate to job functions.
• Complete BSA/AML compliance training annually.
• Perform all other duties as assigned.

Relationships and contacts

• Reports to: Branch Manager
• Frequent contact with members and other departments, both face-to-face and by telephone.

Requirements

• High School Diploma or GED.
• One (1) year experience in assessing and meeting member needs; 6 months of financial/banking/credit union experience preferred.

Physical requirements

• Involves wrist/hand manipulation and restriction to workstation for extended periods.
• May be required to stand for extended periods.
• Close vision required for frequent viewing of computer monitor and document review.
• Clear speech and hearing required for effective staff/member interaction.
• May require travel to alternate branch locations as scheduled or as business needs arise, including temporary or permanent assignments.

Mental requirements

• Ability to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Strong ability to read and carry out written instructions and follow oral instructions.
• Strong ability to speak clearly and deliver information logically and understandably.
• Ability to anticipate member needs, initiate assistance, and recommend appropriate products/services.
• Capability to deal calmly and professionally with diverse personalities and cultures at various levels within and outside the organization while demonstrating high levels of customer service and discretion.
• Ability to perform responsibilities with composure under stress, deadlines, extreme accuracy, and fast pace.
• Capability to handle multiple, simultaneous, and changing priorities.
• Capable of exercising the highest level of discretion on internal and external confidential matters.

Equipment used

• Personal computer with Windows environment
• ATM/ITM
• Scanner
• Cash advance machine
• Calculator
• Copy machine
• Debit card imprinter