TITLE: Member Service Representative
REPORTS TO: Member Services Supervisor
Purpose
Serve as a liaison between the member and the credit union. Provide account information by phone or in person, as well as information on the full range of credit union products and services. Maintain accurate transactional records, providing cash receipt and payment services in accordance with credit union policies and procedures. Resolve issues, and professionally handle the member’s daily needs. Provide a variety of transactional services to members.
Duties and Responsibilities
1. Exude a positive, empathetic, and professional demeanor to all members, vendors, and agents of the credit union through prompt and efficient service.
2. Provide in-person, service-related information regarding credit union services or policies.
3. Maintain up-to-date and comprehensive knowledge on credit union products and services.
4. Promote, explain, and cross-sell credit union products and services based on member’s needs. Deeply evaluate the potential needs of members and discuss credit union services accordingly.
5. Achieve cross-selling goals of credit union products & services outlined in current Value Creation goals, as well as any outlined in the strategic initiatives of the credit union.
6. Provide information on investment options to members wishing to deposit funds.
7. Receive, examine, verify, and complete various transactions for members, including but not limited to deposits, check cashing, withdrawals, loan payments, check and money order requests, CD transactions, line of credit transactions, and mail transactions.
8. Ensure that proper endorsement, payment amount, computer records, and account holds are in agreement with credit union policy and procedure, as well as, in compliance with NCUA’s current rules and regulations.
9. Count and check coins and currency in order to transact correctly and ensure legitimacy.
10. Balance cash drawer at the end of the shift and compare totaled amounts to computer-generated proof sheet. Research and resolve discrepancies. Report any discrepancies to the supervisor as necessary.
11. Respond to members’ requests, problems, and complaints and/or direct them to the appropriate person for specific information and assistance. Potentially research on accounts for deposit, withdrawal, and loan-payment discrepancies or help members balance their accounts.
12. Respond to email or other electronic requests submitted by members, providing professional, prompt, efficient, and accurate service and information.
13. Open new secondary or investment accounts, service existing accounts, and provide members with all necessary information for membership.
14. Maintain an up-to-date and comprehensive knowledge on all related policies and procedures, rules and regulations for the teller area, including robbery procedures.
15. Ensure that the teller station is properly stocked with forms, supplies, brochures, etc.
16. Check night depository and record information according to credit union procedures.
17. Any other duties as assigned.
Job Type: Full-time
Pay: From $15.00 per hour
Expected hours: 40 – 45 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Education:
- High school or equivalent (Preferred)
Experience:
- Sales: 1 year (Preferred)
- Customer service: 1 year (Preferred)
Ability to Relocate:
- Laramie, WY: Relocate before starting work (Required)
Work Location: Multiple locations