Member Service Representative

Schedule: Part Time; Monday – Friday with hours varying between 8:40am – 6:15pm; Saturdays 8:40am – 2:15pm. One day off during the week when a Saturday is worked. Flexibility needed for 20 – 25 hrs./week based on branch needs.

Location: 5899 S State Street, Murray, UT 84107

About the role

At Mountain America, we create exceptional service experiences with every member, every time. We provide life-changing value by genuinely caring about each member, expertly applying our sales philosophy (AAA), and helping our members define and achieve their financial dreams. Our work results in members who champion Mountain America.

Pay & Benefits

• Starting competitive pay of $17.50 per hour, plus incentives, with increases based on experience and performance reviews
• Excellent medical and dental benefits with minimal employee contribution (full-time employees)
• Paid time off, volunteer time off, and paid holidays
• Matching 401K
• Tuition assistance
• Professional development opportunities

Responsibilities

Member Focus

• Provides exceptional member service by assessing member needs, advising to meet those needs, and assisting with transactions, including opening new accounts, servicing existing accounts, and explaining products and services
• Recognizes member needs and educates on options for managing financial transactions through MACU tools, resources, and technology
• Cross-sells products and services as needs arise through a consultation approach
• Focuses on increasing member satisfaction and account retention
• Meets sales and service goals
• Uses lead lists to make outbound calls to existing members to provide additional consultation on MACU products and services
• Resolves problems by clarifying member complaints, determining the cause, providing solutions, expediting corrections, and following up to ensure resolution
• Follows up with member interactions using thank-you notes and phone calls via the MACU New Member Onboarding approach

Branch Operations

• Maintains cash drawer
• Initiates wire transfers, cashier’s checks, and cash advances
• Creates VISA cards
• Opens and processes IRA transactions, certificates of deposit, and redeems savings bonds
• Uses judgment to place appropriate check holds and issue fee reversals
• Assists fraud victims by processing fraud disputes
• Accurately and efficiently processes transactions in accordance with established policies and procedures
• Assists in opening and closing procedures of the branch
• Responsible for branch security, including vault combinations, security codes, and member information

Other Responsibilities

• Represents the credit union in a professional manner, both in dress and actions
• Keeps work area neat and clean
• Responds to email, voicemail, missed calls, and other communication in a timely manner
• Actively participates in and completes product knowledge courses
• Travel may be required
• Complies with all regulations as required by law
• Performs other duties as assigned

Requirements

• At least six months of customer service experience (industry experience preferred)
• High school diploma or equivalent
• Valid driver’s license

Skills & Qualifications

To Be Completed During The First 90 Days

• MSR onboarding through:
  • Branch Foundations
  • Teller Branch Checklist
  • Products & Services
  • Teller Follow-up Training

Computer/Office Equipment Skills

• Proficient computer operating skills
• Understanding of Microsoft Office Suite (Outlook, Word, Excel)

Other Skills & Abilities

• Thorough knowledge of credit union policies, procedures, and regulations
• Ability to identify lending opportunities and make recommendations
• Ability to cross-sell financial services to create exceptional member service
• Ability to perform financial calculations
• Effective and persuasive written and verbal communication skills

Physical Abilities / Working Conditions

Physical Demands

• Ability to talk, hear, sit, use hands to handle or feel, and reach with hands and arms consistently
• Ability to stand, walk, kneel, and crouch occasionally
• Close vision (clear vision at 20 inches or less)
• Distance vision (clear vision at 20 feet or more)
• Ability to lift up to 10 pounds consistently and up to 50 pounds occasionally

Environmental

• Moderate noise environment (business office with computers and printers, light traffic)