Member Service Representative

1st Gateway; Illinois; On-site; USD 35,000 - 50,000; Full time

Job summary

1st Gateway seeks a Member Service Representative to deliver courteous, efficient financial transactions and guidance. You will serve members in person and by phone, promote relevant products, and process routine transactions with accuracy and professionalism.

Ideal candidates communicate clearly, handle account setup, and resolve issues while upholding credit union policies. This on-site Illinois role emphasizes member well-being and service excellence.

Qualifications

• Experience in member service and cash handling.
• Strong communication and interpersonal skills.
• Ability to promote products based on member needs.

Responsibilities

• Represent the credit union to members with courtesy and professionalism.
• Provide information to members in person and over the phone.
• Engage members in conversations about financial needs and promote offerings.
• Address requests and resolve issues, directing to appropriate contact.
• Open new accounts and manage existing ones.
• Process share transfers, loan payments, check requests, and other transactions.
• Handle mail transactions with accuracy.
• Perform basic research to reconcile deposits, withdrawals, and payments.
• Answer phones, update records, file, and perform routine admin tasks.

Skills

Member-centric

Information resource

Sales techniques

Account management

Transaction processing

Payroll deductions

Direct deposits

Product promotion

Job description

Description

Purpose:

The Member Service Representative (MSR) plays a vital role in providing efficient and courteous service to credit union members while processing day-to-day financial transactions. This position requires a member-friendly attitude and a professional and courteous demeanor.

This position is a fundamental contributor to our commitment to delivering exceptional member service. A successful MSR ensures members' needs are met efficiently and professionally, promoting the credit union's products and services to enhance member financial well-being.

Requirements

Duties and 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.