Member Service Representative I

Primary Function

This position proactively discovers and meets the financial needs of members through recommending solutions to meet those needs. This position services member accounts (both depository and lending) as well as opening depository accounts, loan origination, and providing education for our members about Credit Union products and services. This position ensures that members receive excellent service at all times, following the Credit Union's member service model. Due to the high trust involved with dealing with members' financial security; work is performed accurately and in a manner consistent with the Credit Union's mission. This position actively contributes to the achievement of the branch sales and service goals. This position must effectively carry out the essential duties in a manner that consistently demonstrates the core values of Notre Dame FCU in a positive manner and other duties may be assigned.

Essential Duties & Responsibilities

• Actively profiles new and current members and cross-sells appropriate products and services to meet member's needs.
• Responds to member inquiries regarding the operation of depository and loan accounts, access to services, adding or reducing service features on various accounts, and assisting members to make the most effective use of service offerings.
• Processes a variety of transactions for members including processing loan applications and documents, closing loans, answering questions, and researching the best option for member. Actively seeks and makes lending, investment, business, and mortgage referrals.
• Proactively obtains new memberships by servicing walk-in members, conducting outbound calls and scheduling pre-set appointments for lead-generating purposes. Opens new memberships and services existing memberships and accounts.
• Meets established sales, balancing and member service goals.
• Upholds activities to successfully onboard new members and ensures timely strategic follow-up and communication.
• Operates computer to accurately post transactions, open, close and service accounts, process loan requests, access account information, and update member account information. Knowledgeable of branch opening and closing procedures and able to perform these duties as necessary.
• In accordance with prescribed Teller/MSA operations, Teller/MSA policies and procedures, the Member Service Representative may:
  • Accept deposits, perform withdrawals and transfers, cash checks and make loan payments;
  • Sell Travelers checks, cashier's checks, gift card and other products sold at the teller line;
  • Perform Visa and MasterCard cash advances as well as Line of Credit and Equity loan advances;
  • Assist in opening, verifying and posting mail, ATM, and night drop deposits and/or payments;
  • Accept current and prior year IRA deposits;
  • Follow Credit Union policy when placing check holds and filing Currency Transaction Reports;
  • Responsible for the daily balancing of cash drawer, daily checks, and traveler checks;
  • Approve checks that are within your check authority limits.
• Verifies cash shipments as needed.
• Maintains and control inventory of travelers checks, gift cards, ATM cards, and cashier's checks as needed.
• Maintains, balances and fills ATM machines as needed. Assists with monthly branch audit checklist and other reports and audits as needed.
• Promotes a favorable image of, and goodwill for, the Credit Union in the community.

Performance Standards

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The Member Service Representative must fully understand Credit Union products and services and be able to assist members in using these products and services. The Member Service Representative must possess a cooperative and positive attitude toward members and Credit Union staff and must consistently uphold the Credit Union's Service Expectation Model.

Qualifications

• High School diploma or general education degree (GED)
• One to three years' related experience, and demonstrated ability to function independently
• Associates or Bachelor's Degree preferred
• Notary Public (current registration or establishment thereof)
• NMLS Registration (preferred, may be required dependent upon location)

Skills & Abilities

• Ability to read and comprehend simple instructions, short correspondence, and memos; ability to read, analyze, and interpret general business correspondence, technical procedures, or governmental regulations; ability to write error free correspondence; ability to effectively present information in one-on-one and/or small group situations to members, potential members and other partners of the organization.
• Excellent interpersonal and communications skills required.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages; ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Proficiency in Microsoft Excel and Word.
• Ability to use the Credit Union's computer system for input/output transactions and general e-mail correspondence, including inquiry to memberships.
• Ability to operate standard office equipment and tools, such as personal computer, calculator, fax machine, telephone, photocopier, and scanner.
• Attention to detail and strong analytical abilities.
• Strong understanding of lending is beneficial.
• Proficiency and experience in all member online access channels is required.
• Familiarity with the differences in products and services offered by other financial institutions in comparison to those offered by Notre Dame FCU.

Physical Demands

While performing the duties of this job, the partner is regularly required to use hands to finger, handle or feel objects, tools, or controls and talk and hear. The partner frequently is required to walk and sit. The partner is occasionally required to stand, reach with hands and arms and stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, peripheral vision, and the ability to adjust focus. The partner must occasionally lift and/or move up to 15 pounds.

Mental Demands

The partner is frequently required to use alertness, precision, resourcefulness, problem solving, numeric, persuasiveness, auditory perception, memory, creativity, concentration, judgment, writing ability, reading ability, reasoning, imagination, initiative, patience, visual perception, comparing and analyzing.

Work Environment

The noise level in the work environment is usually quiet to moderate.

Regulatory Compliance & Confidentiality

Follows regulatory and policy compliance requirements, which would include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, and other compliance related Policies. Also, this position requires maintaining confidentiality with regard to non-public information about our members and Notre Dame Federal Credit Union.

This response is AI-generated, for reference only.