Member Service Representative

About the role

Serves as the primary contact of our organization to serve member requests related to their daily financial needs. The Member Service Representative performs a wide variety of duties related to all phases of products, services, and policies as embodied by Westby Co-op Credit Union, in accordance with established procedures.

Responsibilities

• Perform Member Service Representative duties, including maintaining comments and notes on accounts, handling currency, basic deposits, withdrawals, and payments, issuance of negotiable instruments, and cash advances.
• Adhere to all balancing, cash, check-cashing, and related policies or procedures.
• Execute check negotiation procedures to ensure regular, foreign, and on-us checks are processed for payment.
• Perform inquiries and generate statements for members to assist with financial information questions.
• Comply with Bank Secrecy Act legislation and requirements.
• Process requests for members who order checks.
• Demonstrate a helpful, polite, friendly attitude while providing exceptional member service.
• Educate members on products, services, fees, and policies regarding their financial information.
• Maintain confidentiality, including keeping a neat work area to prevent compromising confidential information.
• Work with others in the department to maintain, organize, and revise member financial information.
• Properly enter information into computer programs regarding transactions, holds, statements, order requests, and other related transactions.
• Maintain up-to-date knowledge of products, services, fees, and regulations to assist members and co-workers accurately and efficiently.
• Scan account information into the computer system.
• Prepare gift cards for members who purchase them.
• Redeem savings bonds.
• Complete and maintain stop payment requests from members.
• Prepare counter checks, casher checks, and corporate checks.
• Assist members with access to their safe deposit box.
• Assist with the initial request for members who want to complete a wire transaction.
• Help members with fraud situations, including debit cards, credit cards, ACH, and checks.
• Maintain address and name changes on various software programs.
• Maintain the ATM machine in the designated office.
• Add additional share accounts to existing membership accounts.
• Provide coverage for the Mobile Branch as needed, including occasional weekday, evening, and Saturday rotations for special community events.

Additional Physical Requirements

• Ability to maneuver, lift, and carry hose lines for emptying black tank.
• Ability to bend, reach, lift, and apply 5-10 pounds of pressure when washing the vehicle.
• Daily stair climbing (3-5 stairs).

Work Relationships and Scope

Reports directly to the Branch Manager. Will have regular contact with members and employees of the Member Service Department.

Qualifications

• Previous financial and cash handling experience desired.
• Financial post-secondary education preferred.

Skills

• Ability to perform basic mathematical calculations accurately (adding, subtracting, multiplying, and dividing).
• Ability to manage personal workflow, process transactions, and meet deadlines by being organized, detailed, and task-oriented.
• Ability to work with a wide range of personalities in a courteous, effective, and efficient manner.
• Knowledge and ability to apply current financial service industry standards, laws, and regulations.
• Ability to present ideas, report facts, and other information clearly and concisely.
• Proficient knowledge of Microsoft Suite (Outlook, Word, Excel, PowerPoint).
• Proficient operation of general office equipment such as computers, software applications, typewriters, calculators, telephones, copy machines, fax machines, and other similar devices or programs related to the position.