Member Service Representative

Full time - 40 hours per week, Monday through Saturday availability required.

About the role

A Member Service Representative's primary responsibility is to assist members in meeting routine financial goals while exceeding their expectation for service.

Responsibilities

• 40% - Receives and processes member's financial transactions.
• 30% - Cross-sells various deposit, loan, and convenience services appropriate to each individual member.
• 15% - Uses problem-solving skills to research member account questions and concerns.
• 10% - Performs other daily, weekly, and monthly routine tasks.
• 5% - Performs other duties as assigned.

Performance Measurements

• Welcomes members and guests by name, provides routine information concerning services, and directs members to the appropriate department for specific information and service.
• Completes member transactions including but not limited to deposits, withdrawals, transfers, loan and VISA payments, check cashing, wire transfers, coin machine transactions, cash advances, non-member and shared branching transactions, opening IRAs, ordering members checks, and direct deposits.
• Sells VISA gift cards, foreign checks, and cashier’s checks to members.
• Processes debit and credit card disputes.
• Sorts incoming mail and processes mail transactions including night deposit transactions.
• Fulfills the stated financial needs of members and uncovers unstated financial needs through directed conversation.
• Cross-sells various deposit, loan, and convenience services appropriate to each individual member in person, by mail, and by telephone.
• Completes routine tasks including maintaining cash drawer maximum allowed limits, verifying and balancing a cash drawer, assisting in verifying cash shipments and orders, servicing and filling TCRs, auditing gift cards, balancing the vault book, and servicing the coin machine.
• Resolves member questions and concerns, researches account inquiries, and troubleshoots and replies to internal inquiries in a timely, friendly, and accurate manner, completing additional follow-up as needed.
• Becomes familiar with and abides by policies, procedures, and guidelines set forth by the credit union (e.g., Security, Bank Secrecy Act, Identity Theft and Red Flags, Cash Over/Short Guidelines, Check Cashing and Holds, Confidentiality).
• Follows proper procedures for dual control.
• Performs a variety of miscellaneous tasks including typing, filing, computer input, answering the telephone before three rings, and other duties as assigned.
• Maintains a dependable record of attendance and timeliness.
• Participates in training and professional development activities to acquire and maintain standards established by the credit union, including attending conferences, seminars, and workshops as directed by Management.

Requirements

• One to three years of similar or related experience in customer service, cash handling, sales, banking, or financial services.
• High school education or GED.
• Well-developed interpersonal skills for communicating with members.
• Ability to operate a computer and basic mathematical skills (adding, subtracting, multiplying, and dividing).
• State of Pennsylvania residency required.

Work Environment

Not substantially exposed to adverse environmental conditions.