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:

- 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.

- 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.

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

- Maintains member account information on computer system.

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

- 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 late and/or unscheduled absences.

Knowledge and Skills:

Experience: One month to twelve months of similar or related experience (preferred).

Education: A high school education or GED.

Interpersonal: 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.