Member Experience Specialist

1st Gateway Credit Union; DeWitt (IA); On-site; USD 21,000 - 30,000; Full time

Job summary

1st Gateway Credit Union is seeking a Member Service Representative (MSR) to provide courteous service and proficient handling of daily financial transactions. You will be a trusted information resource for members and engage in conversations to identify needs and recommend suitable credit union products.

The role emphasizes accuracy in transaction processing, account opening, and responsive issue resolution, with opportunities to support payroll deductions and direct deposits, while maintaining

Qualifications

• Experience in customer service preferred.
• Ability to process financial transactions accurately.
• Ability to promote credit union products and services.

Responsibilities

• Member-Centric Approach: Represent the credit union to members with courtesy and professionalism, ensuring the prompt, efficient, and accurate processing of financial transactions.
• Information Resource: Provide information to members in person and over the phone regarding credit union services and policies.
• Member Centered Engagement: Utilize established credit union sales and service techniques to engage members in conversations about their financial needs, recommending products and services that align with those needs.
• Issue Resolution: Address members' requests, problems, and complaints, directing them to the appropriate contact for specific information and assistance.
• Account Management: Open new accounts and provide service for existing ones. Set up new member files and furnish comprehensive information related to credit union membership.
• Transaction Processing: Handle member requests for share transfers to loan payments, share-to-share transfers, share withdrawals, check requests, and any other member-initiated transactions.
• Mail Transactions: Process member mail transactions with meticulous attention to accuracy.
• Account Reconciliation: Perform basic research of accounts to resolve discrepancies related to deposits, withdrawals, and loan payments.
• Office Administration: Undertake routine office tasks, including typing, updating member records, answering phone calls, filing, and shredding.
• Payroll Deductions and Direct Deposits: Assist members in completing payroll deduction and direct deposit forms correctly.
• Product Promotion: Promote credit union products and services based on member needs and creditworthiness, as determined by Beacon scores at the time of new account opening.
• Additional Responsibilities: Undertake other duties, whether on a random or ongoing basis, to ensure the well-being of our members is consistently prioritized.

Skills

Customer service

Cash handling

Sales basics

Account opening

Job description

1st Gateway Credit Union is seeking a Member Service Representative (MSR) to provide courteous service and proficient handling of daily financial transactions. You will be a trusted information resource for members and engage in conversations to identify needs and recommend suitable credit union products.

The role emphasizes accuracy in transaction processing, account opening, and responsive issue resolution, with opportunities to support payroll deductions and direct deposits, while maintaining