Member Service Representative

Capital Credit Union; Green Bay (WI); Sur place; USD 38 000 - 52 000; Plein temps

Résumé du poste

Capital Credit Union in Green Bay, Wisconsin, seeks a Customer Service/Member Support representative focused on consumer lending and new accounts. You will build relationships, educate members on Home Banking and E-Services, and promote credit union products to meet member needs.

You may assist with teller tasks and branch opening/closing, following policy guidelines. Candidates should read and implement detailed instructions, pass a background check, and use standard office software and

Qualifications

• Ability to read, write, and comprehend detailed and technical instructions and memos.
• Pass a federal background check and be listed on the SAFE Act registry as required.
• Operate an on-line computer terminal, word processing, email, and adding machine.
• Comprehensive knowledge of products, services, and procedures to process transactions.
• Concentrate on detail with high accuracy; able to examine documentation closely.
• Analytical ability to research and resolve member problems and actions.
• Strong communication and listening skills; capable in stressful situations.
• Exercise independent judgment aligned with business objectives.

Responsabilités

• Build financial relationships with members using a member advocacy approach.
• Educate members about Home Banking, E-Services, and related products.
• Promote Credit Union products and services to members and discuss needs.
• Maintain and follow up on accounts on the computer system.
• Explain eligibility for accounts and loans and denials of credit.
• Answer questions about products; assist in procedures and documentation.
• Handle teller functions and cash drawer responsibilities as needed.
• May open/close the branch following procedures and policies.

Connaissances

Customer service

Sales skills

Communication skills

Attention to detail

Analytical skills

Interpersonal skills

Independent judgment

Formation

High school diploma

Outils

Word processing

Email

Online terminal

Adding machine

Description du poste

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

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.

Essential Responsibilities

• 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. Click the Learn more about Capital Credit Union link below for more information, as well as information on employee rights under the Family Medical Leave Act and the Employee Polygraph Protection Act.