Member Service Representative II

Job Title: Member Service Representative 2
FLSA Status: Non-Exempt

SUMMARY: Provides exemplary service to members by accurately and efficiently handling their financial and loan related transactions in person or by phone, and by assisting members to increase the profitability of their business relationship with the credit union. To meet service and sales goals.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience: High school diploma or general education degree (GED); or six months to one year related experience and/or training or equivalent combination of education and experience.
Language Ability: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Math Ability: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills: 10 Key, Word, Excel, Outlook, and Internet. Symitar knowledge preferred.

DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Opens and processes all transactions relating to new accounts, certificates, and IRAs.
Inputs member transaction requests for account data changes, deposits, cash withdrawals, transfers, check withdrawals, loan payment, travelers' checks, savings bonds, and money orders.
Accurately answers member questions regarding credit union products, services, and general credit union policies in a friendly and courteous manner by phone or in person.
Inputs loan applications, follows up on loan decisions and fund loans.
Consistently balances to computer generated totals within the required timeframe.
Follows credit union policies and procedures to protect the credit union from exposure to loss or fraud.
Meets or exceeds assigned performance standards and goals pertaining to member utilization of credit union products and services.
- Greet and assist members in-person, over the phone, and via email
- Process member transactions accurately and efficiently
- Provide information about products and services, and promote credit union membership benefits
- Resolve member issues and complaints in a professional and timely manner
- Maintain member account information and records with confidentiality and accuracy

ADDITIONAL REQUIEMENTS
- Knowledge of banking or credit union operations is a plus
- Ability to work flexible hours, including weekends and holidays
- Strong problem-solving skills and a proactive approach to finding solutions
- Commitment to providing exceptional service and building positive relationships with members.