Member Service Representative

About the Role

A frontline employee providing consistent exceptional service for our members. Responsible for assisting members with their financial needs, including routine banking transactions and generating referrals for additional services through defined relationship sales behaviors.

Responsibilities

• Serves as ambassador of the Horizon Federal Credit Union (Horizon) brand, demonstrating the Credit Union's mission, vision, and core values in all interactions.
• Performs routine banking transactions such as deposits, withdrawals, check cashing, check verification, coin and currency counting, loan payments, etc., from all delivery channels in compliance with Horizon's policies and procedures.
• Maintains up-to-date and comprehensive knowledge of all Horizon products and services. Explains, promotes, and refers relevant products to meet the financial needs of each member.
• Maintains comprehensive knowledge of all related policies, procedures, rules, and regulations applicable to the position, and stays updated on any changes.
• Communicates in person, over the phone, and through email in a clear, diplomatic, and professional manner.
• Balances and performs end-of-day closing activities in accordance with Horizon policies and procedures.
• Ensures the work area is neat, organized, and properly stocked with necessary resources.
• Completes routine maintenance and cleaning of equipment used and reports any malfunctions.
• Prevents controllable losses by strict adherence to security, compliance, and fraud prevention policies and procedures.
• Adheres to all policies and procedures described in the Employee Handbook.
• Actively seeks solutions to member and team service complaints and escalates accordingly.
• Participates in internal and external educational programs, schools, or conferences to continually develop knowledge and expertise.
• Takes initiative for personal career development and seeks opportunities to learn new skills.
• Completes annual mandatory compliance and other training.
• Participates in Credit Union functions, committees, and events on a volunteer basis or as reasonably requested.
• Works to become proficient in relationship sales behaviors to identify and refer financial needs of members.
• Develops individual goals and utilizes tools, skills, and training that contribute to the growth and success of the organization.
• Travels to other locations as needed.
• Works a flexible schedule that includes Saturdays and overtime as needed.
• Completes all other duties as assigned and/or required.

Requirements

• High school diploma or equivalent.
• Professional demeanor in appearance, communication, and action.
• High level of interpersonal communication skills, both verbal and written.
• Well-organized, able to multi-task, and move quickly between priorities.
• Ability to work and remain calm under pressure and in tense situations.
• Maintains confidentiality of all members and employees, their business dealings, and transactions.
• Solid working knowledge of PC-based programs.

Skills

• Language Skills: Ability to read, analyze, and interpret financial reports, documents, periodicals, journals, reference resources, and training and policy manuals. Ability to comprehend and respond to common inquiries or complaints from members, colleagues, regulatory agencies, vendors, or members of the business community. Ability to effectively present job-related information.
• Mathematical Skills: Ability to count currency in denominational increments. Ability to compute discount, interest, profit and loss, commission, markup and selling price, and ratio, proportion, and percentage. Able to perform simple algebra.
• Reasoning Skills: Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions. Able to interpret technical instructions and deal with multiple variables.

Physical Requirements

• While performing the duties of this job, the employee is required to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl, talk or hear, taste or smell.
• Must occasionally lift and/or move up to 40 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Must possess sufficient manual dexterity to skillfully operate standard office equipment, including computer mouse and keyboard, facsimile machine, photocopier, telephone, and calculator.
• Must be able to view and read written words and numbers from paper and computer screens.
• Must be able to hear verbal communication in normal volume, pitch, and tone in person and over the telephone.

The physical demands described are representative of those required to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.