Traders Circle Member Center Member Service Representative
$45,802–$53,830 year
On-siteNormal, Illinois, United States
Job Summary
Open, transfer, and close consumer and business accounts; originate and close consumer loans; and assist with electronic service channels while resolving member inquiries. Determine financial needs through strategic questioning to educate and cross-sell CEFCU/CEFCU Investment Services and CEFCU Financial Services products. Plan promotions and perform essential duties across all member center areas to maintain a member-oriented focus. Ensure satisfaction by providing professional, knowledgeable, and caring experiences for both internal and external members while adhering to established policies, procedures, and regulations. Complete required training modules within specified timelines to maintain proficiency in deposit accounts, loans, IRA/CESA/HSA, and cashier functions.
Required Qualifications
- High school diploma or equivalent
- 0-2 years of customer service experience
- Must register with the Nationwide Mortgage Licensing System and Registration (NMLS) to comply with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act)
- Acquire and maintain proficiency in CEFCU mainframe applications and the following third-party systems such as, Instant OFAC, VSoft, OnBase, Instant Issue, TrueChecks, Branch Appointments, Lobby Tracking (LTS), Patriot Officer, QuickAssist, Ascensus (IRA Direct), Q2 Co-pilot, ChexSystems/Qualifile, and J.P. Morgan Access
- Demonstrated relationship building, sales and servicing skills and a thorough knowledge of CEFCU products and services
- Acquire and maintain a thorough understanding of all Federal and State Regulations governing Financial Institutions regulatory and technical knowledge through the successful completion of the formal Member Service Representative Deposit Accounts Training Module within one year, including required continuing education related to the following: NCUA Share Insurance, Regulations DD/Truth-in-Savings Act (TISA), Regulation CC, Regulation E, Bank Secrecy Act (BSA), Check21 Act, U.S. Patriot Act
- Acquire and maintain a thorough understanding of all Federal and State Regulations governing Financial Institutions through the successful completion of the formal Member Service Representative Training Loan Interviewing/Documents Module within one year, including required continuing education related to the following: NCUA Lending Regulations, Credit Practices Rule, Regulation B, Regulation Z (Truth in Lending Act – TILA), Fair Credit Reporting Act (FCRA), Home Mortgage Disclosure Act (HMDA)
- Successful completion of the formal Member Service Representative Training modules – IRA/CESA/HSA - within one year, including required continuing education related to rules, regulations and contribution limits
- Successful completion of the formal Member Service Representative Training module - Cashier - within two years, as required
- Successful completion of the formal Member Service Representative Training module - Business Services - within two years, including required continuing education related to Regulation GG
- Successful completion of Member Assistant Training (MAT) within six months
- Flexibility in scheduling
- Saturdays are required with a day off throughout the week
Desired Qualifications
- Demonstrated proficiency of Member Assistant position duties and responsibilities including technical knowledge of CEFCU and related third party Systems
- Demonstrated proficiency of Cashier position duties and responsibilities including technical knowledge of CEFCU and related third party Systems, such as Teller Encore System (TES)
- Thorough understanding of all MSR functions including technical knowledge of Teller Encore System (TES) transactions and NAOS
- Proven record of excellent judgment and decision-making abilities
- Proven relationship building, sales and servicing skills through current applicable department metrics
- Demonstrated leadership skills to proactively evaluate situations using available resources and make informed decisions in unusual or escalated circumstances
- Applicable college courses or commensurate experience
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