Member Service Representative

Shelby American, Inc.; City of Norwich (NY); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading credit union seeks a Member Service Representative to deliver exceptional service and support financial transactions for members. The role involves educating and selling credit union products while ensuring compliance with policies and maintaining a positive work environment. Ideal candidates will have previous experience in customer service and strong interpersonal skills.

Qualifications

• Minimum of six months experience in a related role.
• Strong communication skills required.
• Ability to engage and influence clients.

Responsibilities

• Process financial transactions with accuracy.
• Educate members about credit union products.
• Balance cash drawer at end of shift.

Skills

Customer Service

Cash Handling

Sales

Education

High School Education or GED

Associate Degree

Tools

Microsoft Office

Job description

Description

The Member Service Representative(MSR) is responsible to provide friendly, prompt and accurate service to members by assisting with financial transactions and identifying, educating and selling members credit union products and servcies that would best meet their needs.

Essential Functions and Responsibilities:

• Process transactions with accuracy including but not limited to withdrawals, deposits, loan payments, automated teller transactions, night deposits and mail deposits. Obtain and process information required for the purchase of negotiable instruments including corporate checks. Verify cash when exchanged with members and when sold or purchased from the vault. Inspect checks being deposited or cashed to eliminate risk of loss due to fraud and apply holds when appropriate.
• Expand products per member. Explain, promote and sell to members GHS products and services such as, but not limited to; new checking accounts, loan products, credit cards, debit cards, and on-line/mobile banking products and services. Efforts and sales should focus and contribute to GHS annual business goals as announced by CEO.
• Assist member with inquiries relating to, but not limited to opening and closing accounts, product inquiries and credit union service in support of member accounts, IRA administration, CD's, transactions involving multiple savings bonds and deceased member accounts.
• Balance currency, coin, and checks in cash drawer at end of shift, and calculate daily transactions. Assist other teammates with balancing if necessary. Properly secure cash drawer during and throughout scheduled shift. Follow proper opening and closing procedures each day.
• Resolve problems or discrepancies concerning member accounts. If needed, refer them to appropriate office or staff
• May be required to open and/or close the branch under dual control with assigned team member.
• Perform other duties as assigned

Performance Measurement:

Performance will be measured on tangible measurable objectives noted above and as assigned as well as demonstrated skills and behaviors.

• Achievement of personal, team and business goals as established.
• Adherence and compliance with credit union procedures and policies. This includes but is not limited to content of Internal Controls Policy, accurate cash withdrawals, check cashing procedures, cash drawer security, vault procedures, key security, Bank Secrecy Act, OFAC and other credit union, state and federal procedures, policies and regulations.
• Prompt friendly, personal and professional service to members and teammates. Make eye contact, smile, provide a welcoming inviting greeting.
• Measurement of accuracy of transactions, work product and information.
• Complete assigned training, product knowledge, cross training and sales techniques, and other development activities as assigned.
• Teamwork with MSR team and other departments.
• Maintain high level of confidentiality regarding credit union staff and member information.
• Responsiveness to internal and external correspondence and inquiries. Follow through. Ownership and accountability.
• Maintain a professional work environment and business like appearance.

Requirements

Knowledge, Skills and Abilities:

Experience: Must have a minimum of six months previous teller, cashier or similar

related work history that includes sales, customer service and cash

handling skills. Previous person to person, call center or office phone

experience preferred.

Education: A high school education or GED is required. An Associate Degree is preferred.

Interpersonal: This position involves contact with others inside and outside the organization and requires

professionalism, courtesy, finesse, tact and diplomacy. This position requires the ability to engage and influence others by building rapport. Must demonstrate clear verbal and written communication.

Other Skills: Must be able to operate a 10-key calculator or keypad on keyboard. Computer skills to include Internet research, typing, data entry and knowledge of Microsoft Office applications.

Physical Demands: The physical demands described here are representative of those that must be met by an

employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the position, the employee is regularly required to stand or sit, use hands and arms to reach, and hands and fingers to feel. The employee is regularly required to talk, hear and communicate with members. The employee periodically stands, walk, reach, stoop, kneel, crouch or squat and use the stairs.

Employees must regularly lift and/or move up to 10 pounds. Periodically lift and/or move 20 lbs. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Work Environment:

Employees are required to contribute to positive work environment and demonstrate the

credit union brand of “The Relationship of a Lifetime” by demonstrating GHS Service Standards of customer focus with positivity, personal ownership and accountability, clear and positive communication and responsiveness. Collaboration, consistency, and respect, trust and demonstration of integrity are some of the professional behaviors regularly required.

This job description is intended to be a guide and may not be all encompassing or may amend/modify as business needs change.