Member Service Center Representative

Responsibilities

• Thoroughly understands each service and benefit the credit union offers.
• Actively takes part in various training programs and makes suggestions for improvement.
• Participates in testing of new products/services.
• Demonstrates a thorough knowledge of credit union products, services, and systems.
• Maintains proper phone etiquette while maintaining service standards.
• Fulfills online banking reset procedures.
• Responsible for resetting member passcodes in online banking.
• Tracks consumer loan applications to ensure accuracy regarding goals and incentives.
• Resolves loan exceptions within the Member Service Center.
• Completes and reviews loan change forms.
• Communicates clearly to members, management, and other departments.
• Deals with members and coworkers' concerns with composure and sensitivity.
• Escalates all open/closed issues to Member Service Center management.
• Remains well-informed of product enhancements and procedure changes.
• Effectively cross-sells and educates existing and potential members about credit union benefits and services.
• Inputs account information into the system to establish services; performs account maintenance as per members' requests.
• Offers complimentary financial consultations to members who will benefit from meeting with Investor Services area.
• Prevents controllable losses through strict compliance with all security and compliance policies and procedures.
• Maintains an acceptable level of AUX time.
• Maintains and applies knowledge of Banking/Credit Union regulations to ensure full compliance.
• Remains active in credit union training programs.
• Completes the position's present curriculum as outlined by completing the following:
• credit union annual required compliance training and the supplemental courses listed within the prescribed time.
• Follows policy and procedure daily to ensure compliance with current regulations.
• Completes all other tasks, assignments, or functions as assigned and/or required.

Qualifications

• A High School diploma or equivalent, with a good mathematical aptitude.
• Minimum of six months of branch or equivalent experience with a financial institution.
• Continuing education preferred.
• Ability to communicate effectively, both orally and in writing, with members and employees.
• Excellent attention to detail and organizational skills with the ability to perform expeditiously and accurately without constant supervision and frequent interruption.
• Excellent listening and interpersonal skills.
• Thorough understanding of all products and services, features, and benefits as well as associated procedural details.
• Proficient financial figure aptitude.
• Being a team player who is considerate of other employees.
• Ability to multi-task and problem solve under pressure.
• Flexibility to work regular hours, overtime, weekends, and holidays as necessary.
• Maintain regular and acceptable attendance and be available to work your normal scheduled hours per week.
• Maintain access to ACI Online Banking Admin, ACI Loan Payments, Akcelerant, Visa Online, FDR, Star, EchoSign, CheckFree Partnercare, ILS, OnBase, Symitar, Windows, Appointment Plus, Data Verity, Centrix, Adapt Interaction Desktop, Interaction Fax, TimeStar, Image Center, E-statements.