Member Service Representative II

Job Summary

Required Qualifications

• •2 years transactional work experience in banking, financial services, or a credit union
• •10-Key calculator, typing and keying skills
• •working knowledge of Microsoft Office software
• •Must be physically able to operate a variety of automated office machines such as calculator, computer, printer, facsimile, telephone, copier, etc.
• •Must be able to stand, bend and stoop as needed
• •Must be able to lift and/or carry weights of 5 to 25 pounds
• •Must possess stellar member service skills
• •Must be able to perform each essential duty satisfactorily
• •Must be able to engage in needs-based dialogue with members to fully understand the member's financial needs
• •Must be able to recommend and position credit union products and services that meet the member's needs
• •Must be able to complete a variety of service requests, clerical duties, and research associated with the resolution of member inquiries and concerns
• •Must be able to complete the opening of new member accounts and assist existing members with changes and updates on their accounts
• •Must be able to maintain up to date knowledge of all retail and account opening procedures
• •Must be able to follow all practices that have been put in place to mitigate fraudulent activity and unnecessary risks
• •Must be able to maintain up to date product knowledge
• •Must be able to comply with all aspects of BSA/AML and OFAC regulations as they relate to this position
• •Must be able to process a variety of member transactions including, but not limited to, visa payments, transfers, loan payments, deposits, U.S. Savings bond transactions, cash advances, etc.
• •Must be able to complete transactions on a teller line or process pending online memberships or share applications submitted through the credit unions digital channels
• •Must be able to complete outbound calls and engage in member retention conversations
• •Must be able to receive inbound calls in a call center environment and provide member services in accordance with all guidance, processes, and procedures of the call center
• •Must be able to reactivate inactive or dormant accounts
• •Must be able to engage in outbound audio or video calls to welcome new members to the credit union
• •Must be able to suggest products or services based on the member's goals or segmentation
• •Must be able to maintain/balance branch vault, open or close branch, balance ATM, prepare and verify currency or coin orders/shipments, process night deposits, balance cash drawer
• •Must be able to greet members with a smile and thank you for their business when their transaction is completed
• •Must be able to demonstrate integrity in all interactions
• •Must be able to treat members with dignity and respect
• •Must be able to work with fellow employees throughout the credit union to ensure they receive the best possible products, service, and solutions
• •Must be able to safeguard the security and confidential nature of financial information
• •Must be able to deliver on the mission to help members achieve financial success by providing exceptional products and service
• •Must be able to be mindful of member time with fast, efficient, courteous, and friendly service
• •Must be able to perform all or a portion of the tasks listed herein
• •Must be able to serve as a lead teller
• •Must be able to manage day-to-day task through indirect reporting relationships or through a matrixed management approach and the ability to collaboratively interact with internal and external partners
• •Must be able to provide quality-driven member services to existing and potential members of the Credit Union
• •Must be able to engage members in dialogue to ensure timely processing of payment and transfer services
• •Must be able to ensure that product recommendations are aligned with member needs
• •Must be able to build positive relationships with members and peers
• •Must be able to get out in the community on occasion to promote Center Parc Credit Union
• •Must be able to perform Teller transactions
• •Must be able to open and maintain accounts
• •Must be able to cross sell financial services
• •Must be able to refer for loans
• •Must be able to complete member relationship-building assignments, such as follow up calls, pre-determined member contact intervals, incentive announcements, and acknowledgement of important dates (birthdays, anniversaries, etc.)
• •Must be able to set up share/loan allocations for accounts
• •Must be able to facilitate the ability for the member to speak with internal business partners for resolution of inquiries and concerns that can't be resolved by yourself
• •Must be able to complete transactions on a teller line or process pending online memberships or share applications submitted through the credit unions digital channels
• •Must be able to complete outbound calls and engage in member retention conversations
• •Must be able to receive inbound calls in a call center environment and provide member services in accordance with all guidance, processes, and procedures of the call center
• •Must be able to maintain up to date knowledge of all retail and account opening procedures
• •Must be able to follow all practices that have been put in place to mitigate fraudulent activity and unnecessary risks
• •Must be able to maintain up to date product knowledge
• •Must be able to reactivate inactive or dormant accounts
• •Must be able to engage in outbound audio or video calls to welcome new members to the credit union
• •Must be able to engage in needs-based dialogue to suggest products or services based on the member's goals or segmentation
• •Must be able to maintain/balance branch vault, open or close branch, balance ATM, prepare and verify currency or coin orders/shipments, process night deposits, balance cash drawer
• •Must be able to comply with all aspects of BSA/AML and OFAC regulations as they relate to this position
• •Must be able to perform each essential duty satisfactorily
• •Must be able to engage in needs-based dialogue with members to fully understand the member's financial needs
• •Must be able to recommend and position credit union products and services that meet the member's needs
• •Must be able to complete a variety of service requests, clerical duties, and research associated with the resolution of member inquiries and concerns
• •Must be able to complete the opening of new member accounts and assist existing members with changes and updates on their accounts
• •Must be able to set up share/loan allocations for accounts
• •Must be able to engage in needs-based dialogue with members to fully understand the member's financial needs
• •Must be able to recommend and position credit union products and services that meet the member's needs
• •Must be able to make referrals to internal partners for product delivery
• •Must be able to complete outbound calls and engage in member retention conversations
• •Must be able to receive inbound calls in a call center environment and provide member services in accordance with all guidance, processes, and procedures of the call center
• •Must be able to maintain up to date knowledge of all retail and account opening procedures
• •Must be able to follow all practices that have been put in place to mitigate fraudulent activity and unnecessary risks
• •Must be able to maintain up to date product knowledge
• •Must be able to reactivate inactive or dormant accounts
• •Must be able to engage in outbound audio or video calls to welcome new members to the credit union
• •Must be able to engage in needs-based dialogue to suggest products or services based on the member's goals or segmentation
• •Must be able to maintain/balance branch vault, open or close branch, balance ATM, prepare and verify currency or coin orders/shipments, process night deposits, balance cash drawer
• •Must be able to comply with all aspects of BSA/AML and OFAC regulations as they relate to this position
• •Must be able to perform each essential duty satisfactorily
• •Must be able to engage in needs-based dialogue with members to fully understand the member's financial needs
• •Must be able to recommend and position credit union products and services that meet the member's needs
• •Must be able to complete a variety of service requests, clerical duties, and research associated with the resolution of member inquiries and concerns
• •Must be able to complete the opening of new member accounts and assist existing members with changes and updates on their accounts
• •Must be able to set up share/loan allocations for accounts
• •Must be able to engage in needs-based dialogue with members to fully understand the member's financial needs
• •Must be able to recommend and position credit union products and services that meet the member's needs
• •Must be able to make referrals to internal partners for product delivery
• •Must be able to complete outbound calls and engage in member retention conversations
• •Must be able to receive inbound calls in a call center environment and provide member services in accordance with all guidance, processes, and procedures of the call center
• •Must be able to maintain up to date knowledge of all retail and account opening procedures
• •Must be able to follow all practices that have been put in place to mitigate fraudulent activity and unnecessary risks
• •Must be able to maintain up to date product knowledge
• •Must be able to reactivate inactive or dormant accounts
• •Must be able to engage in outbound audio or video calls to welcome new members to the credit union
• •Must be able to engage in needs-based dialogue to suggest products or services based on the member's goals or segmentation
• •Must be able to maintain/balance branch vault, open or close branch, balance ATM, prepare and verify currency or coin orders/shipments, process night deposits, balance cash drawer
• •Must be able to comply with all aspects of BSA/AML and OFAC regulations as they relate to this position
• •Must be able to perform each essential duty satisfactorily
• •Must be able to engage in needs-based dialogue with members to fully understand the member's financial needs
• •Must be able to recommend and position credit union products and services that meet the member's needs
• •Must be able to complete a variety of service requests, clerical duties, and research associated with the resolution of member inquiries and concerns
• •Must be able to complete the opening of new member accounts and assist existing members with changes and updates on their accounts
• •Must be able to set up share/loan allocations for accounts
• •Must be able to engage in needs-based dialogue with members to fully understand the member's financial needs
• •Must be able to recommend and position credit union products and services that meet the member's needs
• •Must be able to make referrals to internal partners for product delivery
• •Must be able to complete outbound calls and engage in member retention conversations
• •Must be able to receive inbound calls in a call center environment and provide member services in accordance with all guidance, processes, and procedures of the call center
• •Must be able to maintain up to date knowledge of all retail and account opening procedures
• •Must be able to follow all practices that have been put in place to mitigate fraudulent activity and unnecessary risks
• •Must be able to maintain up to date product knowledge
• •Must be able to reactivate inactive or dormant accounts
• •Must be able to engage in outbound audio or video calls to welcome new members to the credit union
• •Must be able to engage in needs-based dialogue to suggest products or services based on the member's goals or segmentation
• •Must be able to maintain/balance branch vault, open or close branch, balance ATM, prepare and verify currency or coin orders/shipments, process night deposits, balance cash drawer
• •Must be able to comply with all aspects of BSA/AML and OFAC regulations as they relate to this position
• •Must be able to perform each essential duty satisfactorily
• •Must be able to engage in needs-based dialogue with members to fully understand the member's financial needs
• •Must be able to recommend and position credit union products and services that meet the member's needs
• •Must be able to complete a variety of service requests, clerical duties, and research associated with the resolution of member inquiries and concerns
• •Must be able to complete the opening of new member accounts and assist existing members with changes and updates on their accounts
• •Must be able to set up share/loan allocations for accounts
• •Must be able to engage in needs-based dialogue with members to fully understand the member's financial needs
• •Must be able to recommend and position credit union products and services that meet the member's needs
• •Must be able to make referrals to internal partners for product delivery
• •Must be able to complete outbound calls and engage in member retention conversations
• •Must be able to receive inbound calls in a call center environment and provide member services in accordance with all guidance, processes, and procedures of the call center
• •Must be able to maintain up to date knowledge of all retail and account opening procedures
• •Must be able to follow all practices that have been put in place to mitigate fraudulent activity and unnecessary risks
• •Must be able to maintain up to date product knowledge
• •Must be able to reactivate inactive or dormant accounts
• •Must be able to engage in outbound audio or video calls to welcome new members to the credit union
• •Must be able to engage in needs-based dialogue to suggest products or services based on the member's goals or segmentation
• •Must be able to maintain/balance branch vault, open or close branch, balance ATM, prepare and verify currency or coin orders/shipments, process night deposits, balance cash drawer
• •Must be able to comply with all aspects of BSA/AML and OFAC regulations as they relate to this position
• •Must be able to perform each essential duty satisfactorily
• •Must be able to engage in needs-based dialogue with members to fully understand the member's financial needs
• •Must be able to recommend and position credit union products and services that meet the member's needs
• •Must be able to complete a variety of service requests, clerical duties, and research associated with the resolution of member inquiries and concerns
• •Must be able to complete the opening of new member accounts and assist existing members with changes and updates on their accounts
• •Must be able to set up share/loan allocations for accounts
• •Must be able to engage in needs-based dialogue with members to fully understand the member's financial needs
• •Must be able to recommend and position credit union products and services that meet the member's needs
• •Must be able to make referrals to internal partners for product delivery
• •Must be able to complete outbound calls and engage in member retention conversations
• •Must be able to receive inbound calls in a call center environment and provide member services in accordance with all guidance, processes, and procedures of the call center
• •Must be able to maintain up to date knowledge of all retail and account opening procedures
• •Must be able to follow all practices that have been put in place to mitigate fraudulent activity and unnecessary risks
• •Must be able to maintain up to date product knowledge
• •Must be able to reactivate inactive or dormant accounts
• •Must be able to engage in outbound audio or video calls to welcome new members to the credit union
• •Must be able to engage in needs-based dialogue to suggest products or services based on the member's goals or segmentation
• •Must be able to maintain/balance branch vault, open or close branch, balance ATM, prepare and verify currency or coin orders/shipments, process night deposits, balance cash drawer
• •Must be able to comply with all aspects of BSA/AML and OFAC regulations as they relate to this position
• •Must be able to perform each essential duty satisfactorily
• •Must be able to engage in needs-based dialogue with members to fully understand the member's financial needs
• •Must be able to recommend and position credit union products and services that meet the member's needs
• •Must be able to complete a variety of service requests, clerical duties, and research associated with the resolution of member inquiries and concerns
• •Must be able to complete the opening of new member accounts and assist existing members with changes and updates on their accounts
• •Must be able to set up share/loan allocations for accounts
• •Must be able to engage in needs-based dialogue with members to fully understand the member's financial needs
• •Must be able to recommend and position credit union products and services that meet the member's needs
• •Must be able to make referrals to internal partners for product delivery
• •Must be able to complete outbound calls and engage in member retention conversations
• •Must be able to receive inbound calls in a call center environment and provide member services in accordance with all guidance, processes, and procedures of the call center
• •Must be able to maintain up to date knowledge of all retail and account opening procedures
• •Must be able to follow all practices that have been put in place to mitigate fraudulent activity and unnecessary risks
• •Must be able to maintain up to date product knowledge
• •Must be able to reactivate inactive or dormant accounts
• •Must be able to engage in outbound audio or video calls to welcome new members to the credit union
• •Must be able to engage in needs-based dialogue to suggest products or services based on the member's goals or segmentation
• •Must be able to maintain/balance branch vault, open or close branch, balance ATM, prepare and verify currency or coin orders/shipments, process night deposits, balance cash drawer
• •Must be able to comply with all aspects of BSA/AML and OFAC regulations as they relate to this position
• •Must be able to perform each essential duty satisfactorily
• •Must be able to engage in needs-based dialogue with members to fully understand the member's financial needs
• •Must be able to recommend and position credit union products and services that meet the member's needs
• •Must be able to complete a variety of service requests, clerical duties, and research associated with the resolution of member inquiries and concerns
• •Must be able to complete the opening of new member accounts and assist existing members with changes and updates on their accounts
• •Must be able to set up share/loan allocations for accounts
• •Must be able to engage in needs-based dialogue with members to fully understand the member's financial needs
• •Must be able to recommend and position credit union products and services that meet the member's needs
• •Must be able to make referrals to internal partners for product delivery
• •Must be able to complete outbound calls and engage in member retention conversations