Member Service Representative

About the role

The Member Service Representative (MSR) plays a crucial role in providing quality, responsive, and professional member service to all members and staff of GreenState Credit Union. This position is the front line to our members and serves as a key role in embodying the credit union's culture and values.

Responsibilities

• Adheres to the Credit Union Service Standards in carrying out GreenState's mission and vision.
• Demonstrates a positive member service (internal and external) focus at all times, greeting members and guests with a smile and eye contact immediately upon their arrival, using their name or acknowledging them, and thanking them for their business.
• Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
• Safeguards confidentiality of member information.
• Supports a diverse and inclusive work environment.
• Safeguards confidentiality of members' account records and account information.
• Requests identification whenever necessary and provides account information to only those members listed as primary or joint owners.
• Makes weekly outbound service calls to members.
• Answers member questions or refers members to appropriate departments or supervisors.
• Affixes signatures on checks, verifies endorsements, and ensures negotiability.
• Determines availability of funds based on regulations and policy.
• Places holds on accounts for uncollected funds when necessary, providing member with the proper documentation.
• Processes mail and night deposit transactions.
• Completes all forms including negotiable instrument logs, vault cash advances/turn-ins, direct deposit, member check orders.
• Participates in Opening and Closing procedures.
• Organizes the MSR area and turns off all equipment (computers, copiers, adding machines, lights).
• Ensures all confidential information is secured at the end of the day.
• Completes daily work including balancing and reconciling drawer offages.
• Maintains the vault including cash disbursements, balancing, and end-of-day lock-up.
• Ensures sufficient, but not excessive, funds are always on hand.
• Aids in security procedures.
• Has access to and is accountable for office keys and combinations.
• Balances, maintains, and corrects the coin machine and cash recyclers.
• Engages in community service organizations and/or Credit Union sponsored events.

Requirements

• Interpersonal skills to represent the Credit Union in a positive way.
• High energy with the ability to approach individuals to engage in conversation, build rapport, establish and maintain member loyalty.
• Thorough knowledge of deposit products and regulations.
• Accuracy in the handling of cash, recording daily transactions, and attention to detail.
• Good telephone manners and techniques.
• Ability to work with minimal direction and exercise sound judgment.
• Member account problem-solving skills.
• Proficiency with related computer applications, spreadsheets, word processing, and database applications.
• Ability to develop and maintain effective working relationships as a cohesive team.
• High school diploma or the equivalent (i.e. GED).
• Cash handling, sales, and customer service experience desired.
• Must be bondable.
• Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand.

Qualifications

• High school diploma or the equivalent (i.e. GED).
• Cash handling, sales, and customer service experience desired.

Skills

• Excellent interpersonal and communication skills.
• Strong organizational and time management skills.
• Attention to detail and accuracy.
• Knowledge of deposit products and regulations.
• Basic computer skills.

Benefits

GreenState offers a progressive benefits package, including a monthly incentive opportunity and a competitive pay range of $17.39 - $20.33/hr.

Pay

The pay range for this hourly position is $17.39 - $20.33/hr with a monthly incentive opportunity and a progressive benefits package.

Schedule

This position is a 32-hour per week part-time work schedule, including Saturdays from 9-Noon.