Member Services Representative I/II DOE

Job Title:  Member Services Representative I/II DOEDepartment: Member ServicesReports To: Call Center and Online Services SupervisorStatus: Full Time
Clean Energy Credit Union is passionate about promoting clean energy to protect our environment and improve our economy. Our focus is on providing clean energy loans that reduce the cost of living for members while also decreasing their environmental footprint. We envision a world where everyone can participate in the clean energy movement.
Primary Purpose of Position:
The Member Services Representative is responsible for providing excellent member services, including processing of transactions, resolving escalations, and answering questions for members and associates. Responsible for support of our members through our back-office operations as well as working directly with members via phone, email, and chat.  Maintain a high level of knowledge about our products and service to ensure our members receive excellent service. Job DescriptionEssential duties and responsibilities include but are not limited to:
 

• Provide prompt, professional, accurate service and support to all members and associates in accordance with Clean Energy’s standards.
• Receive and service inbound calls, emails, and chats.
• Within established levels of authority, provide overrides, process transactions, resolve problems and answer questions regarding account issues and Credit Union products and services.
• Receive, inspect, and verify negotiable instruments for deposit, accept loan payments and perform a variety of other financial transactions as directed and in accordance with established policies and procedures.
• Maintain member account information and perform all types of account maintenance including but not limited to fraud claims, business account maintenance, and decedent account maintenance.
• Cultivate and maintain appropriate relationships with members and co-workers.
• A key component of this position is to ensure operational procedures are followed and that the Credit Union is following proper policies and procedures for transactions and audits.
• Ensure up-to-date knowledge of products and services by attending required training, retaining notifications of changes, and familiarity with all account disclosures.

Position Titles That Report to this PositionNone Preferred Job Competencies

• Excellent member service skills
• Ability to communicate over the phone, online or in person with public. Advance skills in Microsoft Office products and Adobe Acrobat.
• Understands and complies with all annual mandated training that pertains to the position including but not limited to Bank Secrecy Act/Anti-Money Laundering/OFAC/Cybersecurity/Diversity & Anti-Harassment/Fair Lending
• Attention to Detail – Ensuring that information collected, provided, and/or evaluated is consistent with all related information available; holding to regulatory standards, recognizing that they exist to protect and honor members’ financial well-being.
• Detailed knowledge of the credit union’s products, services, policies, and procedures.
• Driving for Results - Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.
• Data Analysis – Gathering, manipulating, processing, and evaluating numeric data to guide credit union decisions.
• Earning Trust - Gaining others’ confidence by acting with integrity and following through on commitments while disclosing own positions; treating others and their ideas with respect and supporting them in the face of challenge.
• Service Excellence - Taking actions and developing relationships necessary to meet and exceed member needs (includes relationships with members, coworkers, and external partners); holding self and others accountable for providing a positive member experience; using appropriate interpersonal skills to resolve difficult member situations and regain their confidence.
• Communication - Possessing and utilizing compelling written and verbal communication skills. Listening and adapting to received instructions, concerns, and spoken/written needs.

 Education and Work Experience

•  High School Diploma or Equivalent.
• 1+ years of experience at a bank or credit union, in a similar position preferred.  

 Working Environment/Physical ActivitiesThis job operates in a professional office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. This position may be eligible for hybrid work.

• Sedentary computer work.
• Position is subject to irregular hours.
• May require occasional travel to attend off-site meetings and or conferences.
• Must be able to lift 35 lbs.
• Ability to speak, read, write, and understand English fluently.

I have read this job description and fully understand the requirements of the position.  I accept the position and agree to follow the requirements listed.  I will perform all duties and responsibilities to the best of my ability.  I understand that I may be assigned other duties, in addition to or in place of those described previously.  I also understand that the essential duties of this position may change at any time, according to the needs of Clean Energy Credit Union.  I agree to abide by all the job requirements and qualifications listed above.

Employee’s Signature______________________                   Date____________________________
Clean Energy CU is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Clean Energy CU makes hiring decisions based solely on qualifications, merit, and business needs at the time.
 Pay Grade: 5 or 6 DOE        FLSA Status: Non-ExemptDate of Last Revision: 07/28/2023

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