Member Service Representative

Signature Federal Credit Union; Alexandria (VA); On-site; USD 35,000 - 45,000; Full time

Job summary

A financial institution in Alexandria, Virginia, is looking for a Member Services Representative to assist members with various inquiries about products such as loans, mortgages, and IRAs. The role includes processing member requests and providing high-quality customer service. The ideal candidate should have 1-3 years of experience, a high school diploma or GED, and proficiency in Microsoft Office. This position is critical for ensuring member satisfaction and operational efficiency.

Qualifications

• 1-3 years of similar or related experience.
• Effective verbal and written communication skills.
• Ability to operate general office equipment.

Responsibilities

• Assist members with product and service inquiries.
• Process various member requests and transactions.
• Provide excellent customer service to all members.

Skills

Customer service

Communication

Proficiency in MS Word

Proficiency in Excel

Proficiency in Outlook

Education

High school education or GED

Job description

Member Services Representative

The Member Services Representative is responsible for assisting members, potential members and other employees with their questions and requests. He/she needs to understand and be able to explain basic IRA, Share, Loan, Mortgage and Visa related products and services, responds to problems, processes member's requests received via web, e-mail, fax, online/mobile banking, or mail and processes death claims, POA, and trust accounts.

Responsibilities

• Answers Member Services queue calls and assists members with Share, Loan, Mortgage and Visa related products and services and basic IRA questions, including but not limited to chapter accounts’ inquiries, open/close of Certificate of Deposits, account/share closure requests, process transfer/ACH/wire requests, check orders, check disbursal, answers basic loan/mortgage/Visa questions, processes Visa card capture/reissues requests, travel notes, basic fraud/dispute questions, Apple Pay/Google Pay Token requests, Stop Payments, and ACH dispute process information. May handle cash transactions. Completes daily work folder requests. Scans account related documents. Assures that appropriate records are maintained.
• Processes death claims, power of attorney (POS) trust accounts, account update forms, verification of deposits, certificate disclosures, change of address/contact, Skip-A-Pay/Extension requests, returned mail and other requests via web, e-mail, fax, online/mobile banking, and mail.
• Backs up front desk; backs up the Poster when needed.
• Provide friendly, prompt, accurate and high quality service and support to all members and associates.
• Proactively seek opportunities to cross sell products and services for the betterment of our members.
• Ensure member's request get updated and scanned into the system on a daily basis.
• Ensure cash drawer and checks are balance on a daily basis, if applicable.
• Maintain all assigned files, so they are current with all filing to be completed daily.

Qualifications

• One year to three years of similar or related experience.
• A high school education or GED.
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.
• Proficiency in MS Word, Excel, and Outlook.
• Be able to communicate effectively both verbally and in writing.
• Must be able to operate general office equipment including 10-key calculator, copier, fax, and computer.