Senior Member Services Representative

About the role

The Member Service Representative II for SHCU and the Member Service Representative Lead for SHFCU (MSR II/L) will report to the MS Supervisor, Assistant Branch Manager or Branch Manager or other designee and will support other MSRs in the absence of a manager.

Responsibilities

• Initiate and lead conversations to identify and assess member needs.
• Maintain and enhance member account relationships by providing excellent member service.
• Process share deposit payments, loan payments, manual payrolls, and account transfers.
• Disburse cash and check withdrawals.
• May assist members in opening and/or servicing individual Credit Union deposit products including IRAs, certificates, and money market accounts.
• Complete member transactions accurately and timely within prescribed limits and guidelines, or seek approval for exceptions.
• Open new membership accounts and assess for accuracy and compliance.
• Research and address member inquiries about credit union services and accounts.
• Perform account maintenance as authorized.
• Promote credit union products and services.
• Maintain base knowledge of consumer and mortgage loans in order to effectively refer loan products to the consumer and mortgage loan departments.
• Perform outbound calls to members as needed.
• Achieve individual and branch growth goals.
• Identify solutions in support of member needs.
• Observe all security/internal controls and be proactive in protecting the credit union by identifying fraudulent or forged documentation and/or activity.

Requirements

• High School graduate or equivalent.
• 2 years’ MSR or equivalent experience required.
• Prior cash handling and customer service experience.
• Prioritizes teamwork and collaboration.
• Strong commitment to our mission – creating economic opportunity for traditionally underserved communities.
• Ability to demonstrate Self-Help's Core Values: Mission Before Self, Service With Excellence, Embracing & Promoting Change, Results Not Credit, Diversity as a Strength, Financial Sustainability for Mission Impact.
• Ability to maintain a proficient level of knowledge and ability to open and service IRAs, certificates, money market and other credit union deposit products.
• Excellent customer service skills.
• Demonstrated ability to communicate effectively – both verbally and in writing.
• Ability to work flexible work hours including evenings and weekends.
• Working knowledge of computer software systems – New Solutions and Microsoft Office (Excel, Word, and Outlook) and ability to be trained and efficiently operate credit union systems and proprietary software.
• Keen attention to detail, ability to effectively organize and prioritize work.
• Analytical and problem solving skills.
• Ability to use keyboard and data entry skills.

Qualifications

• English/Spanish may be required.

Skills

• Customer service skills.
• Keyboard and data entry skills.

Benefits

Self-Help is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Pay

Compensation is commensurate with experience.

Schedule

Flexible work hours including evenings and weekends.