Member Service Representative

GENERAL SUMMARY

Serve as a liaison between the member and the credit union. Responsible for providing account information by phone or in person, opening new accounts, and providing information on the full range of credit union products and services. Resolve members' issues and professionally handle the members' daily credit union needs. Provide a variety of transactional services to members. Observe and monitor facility security, including perimeter, via interior and exterior surveillance systems as provided.

ESSENTIAL FUNCTIONS

• Greet and welcome members and visitors to the credit union in a professional manner. Represent credit union to members in a courteous manner following the credit union's Member Service Standards and provide prompt, efficient, and accurate service during each member interaction.
• Respond to and resolve members' requests, discrepancies, problems, and complaints. This may involve research and communication with other employees from other departments.
• Meet with existing and new members, both personal and business, to discuss; cross-sell; and/or open the full range of products and services offered by the Credit Union according to Credit Union policy and procedures. 
• Send adverse action notice for denied accounts.
• Provide information about the various products and services to new members, existing members and potential members.
• Process requests from members for transfers of shares, check withdrawals, address changes, statement copies and other requests received from members.
• Assist members in reconciling their accounts.
• Accept and process stop payment requests.
• Gather information for ATM/Debit Card and ACH fraud. Complete reports and send to appropriated departments for processing.
• Assist members on matters involving direct deposit, payroll deduction, and electronic transaction; complete required forms and forward to proper department.
• Process new and renewal of certificates of deposits (CDs) and Individual Retirement Accounts (IRAs) according to credit union policy and procedures. 
• Process IRA withdrawals, deposits, change requests, etc. according to credit union policy and procedures. 
• Close accounts per member's request.
• Process Savings Bonds and Foreign currency orders/redemptions.
• Sell Gift Cards and Travel Cards, event tickets (maintaining and balancing the ticket and candy supply and funds.)
• Process outgoing and incoming wire transaction requests. 
• Answer phones and assist members with transactions and questions.
• Initiate and complete necessary processing on accounts for deceased members.
• Float to other branches as MSR when needed as well as assist Support Center when necessary.
• Use Synapsys for functions and procedures set by the credit union.
• Maintain current knowledge of and compliance with all Credit Union policies and procedures, including compliance with the Bank Secrecy Act and all federal laws and regulations as set forth by the NCUA and other regulatory agencies.
• Observe and monitor facility security via interior and exterior surveillance systems and report any suspicious activity to Branch Manager and/or Branch Operations immediately.
• Maintain proper log of all visitors to facility according to Erie Federal Credit Union Physical Security Guidelines Policy.
• Sort and/or deliver all mail and packages delivered to facility.

 

NOTE: The list of essential functions is not exhaustive. It may be supplemented as necessary.

JOB SPECIFICATIONS

• Requires professional, well-developed interpersonal skills for communicating with members and coworkers.
• Requires knowledge of Credit Union products, services, policies and procedures.
• Requires completion of high school education.
• Requires previous work experience in a member/customer service, teller or related position.  Financial institution experience is preferred.
• Requires intermediate mathematical skills (concepts and calculations involving decimals, fractions, percentages, etc.)
• Requires PC proficiency and knowledge of Office Suite.

 

PHYSICAL REQUIREMENTS

Sitting = Frequent                                                   Crawling = Occasional
Standing = Frequent                                               Climbing = Occasional
Walking = Frequent                                                 Balancing = Occasional
Driving an automobile = Occasional                       Reaching Overhead =Occasional
Lifting/Carrying = Occasional                                  Reaching Forward = Occasional  
           Amount of Weight = 15 to 25 lbs.                 Kneeling = Occasional
Squatting = Occasional                                           Push/Pull = Occasional
Bending = Occasional                                             Twisting = Occasional

DISCLAIMER

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.