Interacts with the member to gain knowledge and understanding of their financial needs. Utilizes all available resources to provide the best solution to ultimately enrich the member experience. Provides detailed information and promotes products and services to meet member needs and build relationships. Accurately and efficiently documents and processes the full range of member services to ensure member satisfaction. A Member Service Representative is distinguished from a Senior Member Service Representative in that employees in the latter job handle the more complex member account situations and serve as a technical resource to other employees on more complex product, service and processing issues.
Job Description
Essential Duties and Responsibilities
Greets members; assesses member’s needs and concerns; provides consultative services to members regarding appropriate Credit Union’s products and services.
Documents and processes products and services for members, including but not limited to; new accounts, deposit products, loan products, credit cards and insurance products.
Utilizes knowledge of Credit Union products and services to provide solutions to members concerns and problems; follows through to ensure member satisfaction.
Performs routine branch duties such as, assisting with open and closing procedures and maintaining supplies.
Company Wide Expectations
Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
Delivers friendly, caring service to internal and external members.
Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
Follow all physical and online security procedures and maintain strict confidentiality of all member information.
Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
Works scheduled hours and maintains punctuality.
Performs other related duties as assigned or requested.
EDUCATION/EXPERIENCE
Minimum Qualifications
To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required. An equivalent combination of education and experience may be considered.
Education Requirements
High School or GED - Required
Experience Requirement
2 Years - Teller experience or equivalent experience involving cash handling, sales, lending or customer service - Required
SKILLS/ABILITIES
Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.
Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
Utilize knowledge and experience in performing job functions.
Promote and foster excellent member service and teamwork.
Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
Use correct English including spelling, grammar and punctuation.
Operate computers and use business software and other standard office equipment.
Understand and follow written and oral instructions.
Set priorities and manage one’s own time effectively.
PHYSICAL DEMANDS
Physical Demands Disclaimer
The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Requirements
Intermittent standing, sitting, walking, bending and climbing.
Using hands repetitively to handle, feel or operate computers and other standard office equipment.
Reaching with hands and arms.
Intermittent lifting and carrying up to 25 pounds.
WORK ENVIRONMENT
Work Environment Disclaimer
An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion;
Work Environment
Works in general office environment in a financial services facility.
Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.
We are proud to be a Drug-Free and Tobacco Free Workplace.
