Member Services Representative

Department: Member Services Grade: 5
Reports To: Classification: Non-Exempt

Role:
Assists new and existing members with their financial needs, opens and closes various types of accounts,
processes transactions, resolves account problems, and provides assistance and information regarding other
products and services of the Credit Union.
Essential Functions & Responsibilities:
E 60% Assists members with opening and closing accounts, processes transactions, and addresses and
resolves member problems, inquiries, or complaints. Refers problems to supervisor as needed,
along with recommendations for resolution.
E 10% Identifies opportunities to cross-sell additional products or services to members.
E 10% Confers with members by telephone or in person to provide information about products or
services.
E 10% Maintains accurate member account information on computer system and prepares required
reports as needed.
E 5% Acts as liaison between members and various departments.
N 5% Performs other job-related duties as assigned.
Performance Measurements:
1. Provides informed, prompt, and accurate services to all members and associates by greeting and waiting on
members in the lobby, answering the phone within 3 rings, and responding to all message or correspondence
within the day.
2. Open all accounts, certificates and other Credit Union products or services in accordance with federal
regulations, ensuring all related forms and documents are completed accurately and filed/scanned in a timely
manner.
3. Carry out assigned duties and responsibilities with minimal errors according to established branch standards.
4. Balancing a drawer daily and having no more than 3 un-located cash differences of $20.01 or more in a 90
day period.
5. Actively cross-sell products and services to members to achieve or exceed 75% of all established individual
and branch sales goals.
6. Troubleshoot and resolve member and internal inquiries in a timely and accurate manner, communicating the
resolution to effected parties.
7. Ensure compliance with all applicable Credit Union policies, procedures, and regulations.
8. Maintain a dependable record of attendance and timeliness.
9. Maintain a professional work environment and businesslike appearance.
Knowledge and Skills:
Experience
Education
One year to three years of similar or related experience.
A high school education or GED.
Interpersonal Skills Work involves much personal contact with others inside and/or outside the organization for
the purpose of first-level conflict resolution, building relationships, and soliciting
cooperation. Discussions involve a higher degree of confidentiality and discretion,
requiring diplomacy and tact in communication.
Other Skills
Physical
Requirements
Work Environment
Working knowledge of principles and processes for providing member and personal
services. Actively looks for ways to help people. Communicates information and ideas in
speaking so others may understand. Working knowledge of related computer systems and
application.
This Job Description is not a complete statement of all duties and responsibilities comprising the position