Member Service Representative I

Role:

Assists members and potential members with their Credit Union needs; explains services, sets up new sub savings accounts, troubleshoots problems, and directs members to the appropriate staff.

Essential Functions & Responsibilities:

E 65% Receives and processes member financial transactions, including check cashing, deposits, withdrawals, transfers, loan and credit card payments, cash advances and line-of-credit advances. Sells money orders, cashier checks, and stamps. Balances cash drawer and makes settlement of daily activity.

E 10% Assists members with opening sub savings accounts; assists members with home banking resets, ordering checks; answers questions about products and services and resolves member problems; refers problems that are beyond their authority to direct supervisor and/or branch manager.

E 10% Identifies appropriate member service and lending cross-sell opportunities; cross-sells Credit Union products and services to the members.

N 5% Maintains member account information on computer system.

N 5% Performs a variety of miscellaneous duties including typing, copying, scanning, computer input and answering the telephone.

N 5% Performs other related duties as assigned.

Performance Measurements:

1. To provide accurate, courteous, friendly, timely and professional service to all members.

2. To assist members waiting in the lobby/drive-up within five minutes.

3. To serve an average of 80 Members per day either in person or by phone; answer the phone within three rings.

4. To sell a minimum of 20 new retail products or loan referrals per month.

5. To process member transactions with zero errors.

6. To maintain a professional work environment and businesslike appearance.

7. To maintain an overall attendance record of not more than 7 unscheduled absences.

Knowledge and Skills:

Experience- One month to twelve months of similar or related experience.

Education- A high school education or GED.

Interpersonal Skills- Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills- Good oral and written communications skills. Intermediate computer skills in Windows and Microsoft Office. Able to operate a 10-key calculator, typewriter and possess intermediate keyboarding skills. Able to navigate Internet sufficiently to use 3rd party vendor programs.

Physical Requirements- Standing at a work station for long periods of time. Working for extended periods of time as necessary to accomplish objective, goals and projects. Repetitive motion. Substantial movements (motions) of the wrist, hands and/or fingers. Reading documents and procedures necessary to the daily performance of essential functions. Operating standard office equipment, including a personal computer, telephone and photocopier. Occasionally lifting boxes or equipment weighing up to 50 lbs. Driving personal vehicle and traveling for moderate periods of time.

Work Environment- Work environment is that of a typical office environment. Work is conducted at a counter style work station. Overhead lighting is sufficient. Noise level is normal. Commute to and from work may involve driving during inclement weather.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.