Senior Member Services Representative

About the role

Connexus Credit Union is a member-focused cooperative serving members across all 50 states. We return profits to member-owners through high yields for checking accounts and deposit products, as well as competitive rates on our loans. We are a remote-first employer with the majority of our employees residing in the upper Midwest. We foster collaboration and high performance to achieve excellence, and we holistically care for and develop our employees to thrive personally and professionally.

Responsibilities

• Build and maintain professional relationships with members and colleagues, leveraging interpersonal skills to achieve mutually beneficial outcomes.
• As the first point of contact for our members, provide best-in-class service and make informed recommendations to help our members achieve their financial goals.
• Promptly and accurately assist members at the counter, drive-up, phone, or via mail correspondence with all types of financial transactions while keeping information in the strictest confidence.
• Educate members about opportunities to enhance their financial landscape while promoting Connexus products, services, or policies.
• Develop working knowledge of deposit and loan products, accurately open deposit accounts and loans, and upsell where appropriate to effectively build relationships.
• Research, troubleshoot, and resolve complex member inquiries about credit union services and accounts.
• Assist Branch Manager and Supervisor with compliance duties, such as vault and TCR audits.
• Mentor, onboard, and help train new Member Services Representatives.
• Complete member transactions accurately and efficiently, adhering to department, organizational, and federal guidelines and procedures.
• Operate and balance cash drawer daily with minimal balancing errors.
• Monitor and respond as needed in chat queues in order to achieve interdepartmental synergy and provide members with a seamless experience, regardless of their contact channel.
• Protect member and credit union assets through risk mitigation, fraud prevention, and confidentiality.
• Achieve individual performance goals as assigned and positively contribute to branch goal attainment.
• Protect member and credit union assets and mitigate risk by identifying and preventing fraudulent or suspicious activity.
• Perform other duties, branch support, and projects as assigned.

Position Requirements

• Demonstrated knowledge of basic math skills and cash handling experience to count cash and balance cash drawer accurately and proficiently is required.
• 2+ years of work experience in a sales, retail, or customer service environment with demonstrated success in achieving established goals by using independent judgment is preferred.
• Prior experience working in a credit union or bank as a member service representative or teller is beneficial but not required as we are willing to train.
• Follows established routines under close supervision.
• Evidence of excellent verbal communication skills along with an outgoing personality that demonstrates a positive, friendly, and energetic attitude.
• Ability to remain calm under pressure and to be entrusted with the handling of confidential and personal matters.
• Demonstrated ability to be a team player, with willingness to work in a fast-paced, flexible environment.
• Ability to travel to other branches within the area as necessary.

Benefits

• 20 days of paid time off and 10 paid holidays
• 16 hours of paid Volunteer Time Off
• 401K Retirement with up to 6% employer match
• Excellent Health, Dental, Vision insurance, including multiple plan options
• Health Savings Account with generous employer contributions
• Employer paid Life insurance, Short-Term and Long-Term Disability
• Tuition Reimbursement from $4,000 – $7,000 per calendar year
• Robust Learning and Development program that includes an annual professional development stipend

Pay

Starting wage of $19.00/hr. and higher based on prior experience.