Member Service Representative I - Floating

Primary Purpose of Job: Performs routine member transactions, including deposits, withdrawals, cash advances, loan payments, transfers and check cashing, to name a few. 

Duties and Responsibilities: 

1. Employee provides an outstanding level of member service and member satisfaction. 

2. Employee must have computer and office equipment experience. 

3. Employees perform routine member transactions, including but not limited to deposits, withdrawals, cash advances, loan payments, transfers and check cashing and entering on the CU’s computer system. 

4. Employees receive payments for mortgage, installment and share secured loans, ensuring that payments equal the amount due and that all late charges, if applicable, are collected. Employees must understand credit unions policy, regarding delinquent loans and know what to suggest to the members, or who to refer them to.

5. Employees provide members with the forms necessary to transact business at the credit union. 

6. Employees examine checks for endorsements and negotiability. 

7. Accuracy is a crucial part of an employees’ job, such as providing correct transactions and cash to members when requested. 

8. Employees must practice cross-selling of all products and services offered by the credit union. 

9. Employees must provide routine information on credit union products, services and policies, including eligibility for membership, types of credit union accounts, some loan procedures, interest rates, current dividend rates, branch locations, office hours and telephone numbers. 

10. Respond to members’ requests, problems and complaints, and/or direct them to the proper person for specific information and assistance. 

11. Receive information pertaining to members’ accounts and process or route to proper departments. 

12. Process stop payments on share draft accounts and ACH direct deposits. 

13. Provide members with account status, including current balances and loan payoffs. 

14. Maintains an accurate cash drawer and balances in a timely manner.

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15. Follow through on member questions or requests. 

16. Work on internal training through our online University CPD courses.

17. This position does not normally process loans, but they are expected to help cross-sell ALL products and services. (Employees who are responsible for selling or processing loans will have a set monthly goal for cross-selling Credit Life and Disability Insurances. These goals will be monitored and scored in reviews.) 

18. Cross-training in all areas of the Phone Center, so to be used as a back-up, including POPio and online services. 

19. Following MIP procedures. Filling out CTRs, SARs, Monetary log as needed (running on us checks over $5000 through Bridger). 

20. Must comply with the credit union's BSA/AML/OFAC policy as required by the Government Regulations and this position.

21. Typically employees in this position do not deal with Mortgages, but employees who are responsible for taking Mortgage loan applications or answering members’ questions about Mortgages are required to be registered with NMLS (Nationwide Mortgage Licensing System & Registry). Employees must have a background search and be finger printed to receive their MLO number and be registered. The VP of Lending will be the lead for this requirement.

Knowledge, Skills, and Abilities desired:

Typically, entry level, pay rate depends on experience. High School diploma or equivalent preferred, but not required if student is working on it. Effective communication skills, and the ability to work successfully with the public in a frequently stressful environment. Experience in sales, experience in cross-selling to help branch achieve goals, works well in a team environment, customer/member service, cash handling and a good math/business aptitude. Employees of GNWFCU must possess mobility and stamina to work in a standard office setting. Employee must be able to use standard office equipment. At times some employees may have to lift items up to 30 pounds. Part of the job requirements may include the need to stand or sit for long periods of time. 

Some employees may need the ability to raise their arms above their head. 

Employees should have adequate hearing and speech to communicate with our members and/or staff on the phone, in person or through the drive-thru speaker systems. This statement is not all inclusive of the physical requirements but is in general, covering most areas of the credit union. GNWFCU will make every effort to provide reasonable accommodations to an employee with a physical, mental or sensory disability in order to allow that employee to perform the essential functions of his or her job.

Reports to: Branch Manager and Account Executive II  

Exempt/Non-Exempt: Non-Exempt - Full-time.

Supervises: N/A 

The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all job duties, responsibilities and qualifications required of employees assigned to this job. Aspects of this position may be 

changed or supplemented from time to time, at the sole discretion of management.