Member Service Representative

Capital Credit Union; Green Bay (WI); On-site; USD 42,000 - 64,000; Full time

Job summary

Capital Credit Union in Green Bay, WI, is seeking a detail-oriented professional to support consumer lending and new accounts. You will greet members in person and by phone, promote products and services, and process transactions with accuracy, applying policies and data to decisions.

Responsibilities include educating members on Home Banking and E‑Services, maintaining account records, answering questions, and assisting in training new staff.

Qualifications

• Ability to read, write, and comprehend detailed instructions and memos.
• Ability to perform basic arithmetic and cash handling.
• Ability to pass a federal background check and SAFÉ Act registry where applicable.
• Familiarity with on-line computer terminals and office software.

Responsibilities

• Greet members in person and by phone and meet their lending and account needs.
• Promote Credit Union products and services and explain options to members.
• Maintain and follow up on member accounts and transactions.
• Assist in opening/closing branch and in training new staff.
• May perform teller duties and handle a cash drawer.

Skills

Communication

Customer service

Attention to detail

Numerical skills

Sales orientation

Education

High school diploma

Tools

Online banking systems

Computer terminals

Job description

Description

Position Purpose

Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by receiving members in person and by telephone and meeting all of their needs and requests in the areas of consumer lending and new accounts. Promotes products and services in a professional and effective manner.

• Concentrates on building financial relationships with members, using a member advocacy approach.
• Educates members about Home Banking, E-Services and other products. Promotes applicable Credit Union products and services to new and existing members, presenting necessary information suited to members’ needs, including but not limited to all types of consumer loans, debt protection, GAP, shares, sharedrafts, share certificates, IRAs, credit cards, home banking, debit cards, and direct deposit.
• Maintains an effective working knowledge, including the technical aspects of the products listed above. Helps members determine the suitability of those products.
• Accurately maintains and follows-up on all types of accounts on the computer system.
• Interprets key documents and makes decisions based on policies and member data.
• Corresponds with the membership on eligibility requirements for accounts and loans and denials of credit.
• Answers member questions as well as other employees’ questions concerning the broad range of Credit Union products and information.
• Assists in preparing procedures and documentation for the position.
• May be required to handle teller functions, including responsibility for a cash drawer.
• May be required to open/close branch, following all applicable procedures and policies.
• May assist in training new employees

Necessary Experience and Qualifications

• Ability to read, write, and comprehend detailed and technical instructions, short correspondence, and memos; the ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals as normally acquired through completion of a high school education.
• Ability to pass a federal criminal background check and be listed on the Federal Mortgage Loan Officer registry as required by The S.A.F.E. Act.
• Ability to operate an on-line computer terminal, word processing, email, and adding machine as normally acquired through a basic course or one to three months of on-the-job experience.
• Comprehensive knowledge of the products, services, and procedures needed to process transactions as normally acquired through three to six months of on-the-job experience.
• Ability to concentrate on and pay close attention to detail for over fifty percent of work time. Must be able to closely examine documentation. Requires a high degree of accuracy.
• Analytical ability necessary to research and resolve member problems and determine the appropriate course of action.
• Interpersonal skills necessary to deal effectively and efficiently with a diverse group of members in various degrees of stressful situations. Requires strong communication/listening skills to deal diplomatically and effectively with sensitive situations. Demonstrates strong motivation and sales skills.
• Ability to exercise a high degree of independent judgment when addressing member concerns. Must be supportive of the overall business objectives.

Work Environment and Physical Requirements

• Office environment with moderate level of noise.
• Frequent use of telephone, copier, computer, fax machine and other office machines.
• Prolonged sitting or standing.
• Frequent mental and visual concentration.
• Occasional travel for training, meetings, and assisting other branch locations.

The above statements are intended to describe the general nature and level of the work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.

Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.