Member Service Representative

POSITION SUMMARY

Responsible for providing superior financial services to all current and potential credit union members.  Responsible for strengthening existing member relationships as well as gaining new growth for the credit union.  Responsible for activities pertaining to sales and service to include but not limited to new accounts, lending, member inquiries and problem resolution.  Maintain a working knowledge of all credit union products, services and operations. Support a sales and service culture.

ESSENTIAL FUNCTIONS

1. Represent the credit union to members in a courteous, professional manner.  
2. Contribute to the fulfillment of branch and credit union sales and service goals.
3. Make proactive contacts to existing and prospective members.
4. Identify and expand the members’ products per household (share of wallet).
5. Deliver consultative member experience to uncover needs relating to members personal financial goals.  Make product and service recommendations based on those needs.
6. Profile existing and prospective members to identify needs in order to provide sound financial information to recommend financial planning services and make referrals to business lines when appropriate.
7. Evaluate the credit worthiness of members in regards to approval of various credit union products and services.
8. Support branch performance plan designed to increase member loyalty resulting in a world class Net Promotor Score.
9. Provide informed, accurate professional, friendly service and support to all internal and external members.
10. Perpetuate an atmosphere of teamwork in the branch through the demonstration of support of Neighbors, its strategic plan and the individual branch goals.  
11. Assist management in balancing ITMs and Recycler.
12. Comply with all regulatory issues.
13. Maintain knowledge of and comply with Bank Secrecy Act as it relates to this position.
14. Perform other duties and responsibilities as required or assigned by management.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to read and write.
• Ability to count and deal with numbers and details effectively.
• Ability to effectively and efficiently communicate orally, in writing, and by phone.
• Ability to provide courteous and professional service to members and community partners. 
• Ability to learn, apply, and communicate knowledge of credit union products, services, policies and procedures.
• Ability to analyze situations related to position in order to make sound decisions.
• Ability to adapt well to a fast- paced and changing environment.
• Ability to work well with a team or alone.
• Ability to portray professional image.
• Ability to learn, apply and communicate knowledge of teller department policies and procedures.
• Ability to input and retrieve data from computer.
• Ability to multi-task by operating multiple monitors and software systems simultaneously.
• Ability to use and learn office machines (i.e., copier, scanner, terminals).
• Exceptional interpersonal and communication skills.
• Excellent member service skills.     
• Strong sales and service attitude.
• Ability, willingness and flexibility to work in multiple branches.
• Ability to obtain and maintain NMLS ID.

MINIMUM QUALIFICATIONS

High School diploma or equivalent required; college degree or some college coursework completed preferred.  Two years’ experience with a strong emphasis on member service experience in a credit union or other financial institution preferred.

Salary: DOE

FLSA Status: Non-Exempt
Reports to: Branch Manager
Location(s): Zachary Branch