Member Service Representative

Essential Functions & Responsibilities

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

Performance Measurements

• Welcome members and guests by name, providing routine information and directing to appropriate departments.
• Complete member transactions such as 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 checks, and direct deposits.
• Sell VISA gift cards, foreign checks, and cashier’s checks to members. Process debit and credit card disputes.
• Maintain cash drawer maximum allowed limits, verify and balance a cash drawer, assist in verifying cash shipments and orders, service and fill TCRs, audit gift cards, balance the vault book, and service the coin machine.
• Resolve member questions and concerns, research account inquiries, troubleshoot and reply to internal inquiries in a timely, friendly, and accurate manner. Complete additional follow-up as needed.
• Become familiar with and abide 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, etc.
• Follow proper procedures for dual control.
• Perform a variety of miscellaneous tasks including typing, filing, computer input, answering the telephone before three rings, and other duties as assigned.
• Maintain a dependable record of attendance and timeliness.
• Participate in training and professional development activities to acquire and maintain standards established by the credit union.

Knowledge, Skills and Abilities

• Experience - One year to three years of similar or related experience in customer service, cash handling, sales, banking or financial services.
• Education - Requires a high school education or GED.
• Interpersonal Skills - Requires well developed interpersonal skills for communicating with members.
• Requires the ability to operate a computer and basic mathematical skills (adding, subtracting, multiplying and dividing).

Work Environment

• Not substantially exposed to adverse environmental conditions.

Qualifications

• State of Pennsylvania residency required.