Description:
SUMMARY
The Member Service Representative is responsible for welcoming members to the branch, determines potential needs, carries out financial transactions, and provides opportunities to improve Member’s financial lives by suggesting appropriate products and services. Provides competent, courteous and concerned service to all external and internal members. Promotes a positive work environment in which member expectations are exceeded, teamwork is strengthened and personal growth of staff members is encouraged. Provide superior member service to members and co-workers by displaying CU’s core values during all interactions.
ESSENTIAL DUTIES AND RESPONSIBILITIES
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Practices active listening skills and responds quickly to all member inquiries and requests.
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Prepares, interviews, and compiles application information to open new accounts and loan requests for both existing members and new members. Verifies eligibility for membership and uses available technology to combat fraudulent activity. Submit loan recommendation to Loan Officer I, II or III for loan decision of an approval/denial. Follows-up with members and/or non-members to notify of the loan decision within 24 hours. Responsible for preparing approved loans for disbursement and booking using Meridian Link System. Prepares adverse action letter and mails to member within 24 hours of loan decision of denial.
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For new accounts with no loan; creates initial membership file, organizes and completes loan documents, archives file, and forwards for quality check to appointed Alta Vista staff within three days. Prepares complete and accurate DMV packages and forwards to the DMV Department within three days.
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Maintains queue activity and expires loans as required by the Alta Vista Lending Policy.
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Practices active listening and asks open-ended questions to uncover unrecognized needs of members and potential members. Displays a superior knowledge of all credit union products and services and identifies appropriate cross sell situations in which to offers such financial products and services.
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Consistently meets or exceeds sales goals set forth by the Branch Manager.
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Learns and maintains basic knowledge, independently trouble shoots problems, refers members consistently to Autoland, CU Financial Services, RE Masters, and Arrowhead Capital Mortgage. Can artfully demonstrate for members Credit Union’s convenience/technology products such as: Bill Pay, Internet 24, Audio 24, Card Wizard and Main Street Check services.
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Provides ongoing relationship servicing with current members to maintain goodwill and gain additional business. Informs and advises members of status or enhancements to current account productivity. Makes outbound calls to ensure total member satisfaction and/or to inform members of special promotions, offers, etc.
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Completes yearly regulatory requirement training and notifies Training Department of classes completed. Understands regulatory requirements and can demonstrate satisfactory knowledge of these laws and regulations and how they affect the job.
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Keeps abreast of current Marketing promotions and actively participates in meeting goals associated with each promotion.
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Coordinates and assists back office personnel in resolving credit problems, delinquent payment issues, and other related affairs.
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Monitors and services all electronic devices (ATMs, TCDs, TCRs, kiosks and self-service machines) ensuring efficient operation of the branch and other peripheral technology.
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Provides additional support for the branch as requested.
Requirements:
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.
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Education: High school diploma or general education degree (GED);
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Experience: Must have at least two years Credit Union or related financial institution experience, within Member Services.
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Excellent interpersonal skills with members and co-workers which focuses on a positivity and enthusiasm.
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Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
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Ability to write routine reports and correspondence.
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Ability to speak effectively before members or employees.
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Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
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Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
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Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.