Member Service Representative

Service First Federal Credit Union; Lewisburg (Union County); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Member Service Representative to enhance member experiences by providing exceptional service and support. In this role, you will assist members with their financial transactions, address inquiries, and promote various financial products tailored to their needs. Your ability to connect with members and resolve issues will be key to fostering strong relationships. Join a team that values professionalism and dedication, and contribute to the financial well-being of the community. This is a fantastic opportunity for those passionate about customer service in the financial sector.

Qualifications

• 1-3 years of experience in customer service or financial services.
• Well-developed interpersonal skills for effective communication.

Responsibilities

• Assist members with financial transactions and inquiries.
• Cross-sell financial products and services to meet member needs.
• Maintain accurate cash handling and transaction records.

Skills

Customer Service

Cash Handling

Sales

Problem Solving

Interpersonal Skills

Education

High School Diploma or GED

Tools

Computer

Job description

• Full Time - 40 Hours Per Week
• Monday through Saturday Availability Required.

Role:A Member Service Representative's primary responsibility is to assist members in meeting routine financial goals while exceeding their expectation for service. To accomplish this, Member Service Representatives are responsible for performing routine account transactions, cross-selling various products and services in order to fulfill the member's financial needs and researching and resolving member account questions and concerns.

Essential Functions & Responsibilities:

40% - Receives and processes member's financial transactions.
30% - Cross-sells various deposit, loan and convenience services appropriate to each individual member.
15% - Uses problem solving skills to research member account questions and concerns.
10% - Performs other daily, weekly and monthly routine tasks.
5% - Performs other duties as assigned.

Performance Measurements:

1. Welcomes members and guests by name, provides routine information concerning services and directs members to the appropriate department for specific information and service. Overall, provides friendly, professional, accurate, personal service to all members.
2. Completes member transactions including but not limited to deposits; withdrawals; transfers; loan and VISA payments; check cashing; wire transfers; coin machine transactions; cash advances; non-member and shared branching transactions; opening IRAs; ordering members checks; and direct deposits. Sells VISA gift cards, foreign checks and cashier’s checks to member. Processes debit and credit card disputes. Sorts incoming mail and processes mail transactions including night deposit transactions.
3. Fulfills the stated financial needs of members and through directed conversation uncovers the unstated financial needs of members. Cross-sells various deposit, loan and convenience services appropriate to each individual member in person as well as by mail and telephone.
4. Completes routine tasks including but not limited to maintaining cash drawer maximum allowed limits; verifying and balancing a cash drawer; assists in verifying cash shipments and orders; services and fills TCRs; audits gift cards; balances the vault book and services the coin machine.
5. Resolves member questions and concerns; researches account inquiries; and troubleshoots and replies to internal inquiries in a timely, friendly and accurate manner. Completes additional follow up as needed.
6. Becomes familiar with and abides by policies, procedures and guidelines set forth by the credit union, e.g. Security; Bank Secrecy Act; Identity Theft and Red Flags; Cash Over/Short Guidelines; Check Cashing and Holds; Confidentiality; etc.
7. Follows proper procedures for dual control.
8. Performs a variety of miscellaneous tasks including typing, filing, computer input, answering the telephone before three rings and other duties as assigned.
9. Maintains a dependable record of attendance and timeliness.
10. Participate in training and professional development activities to acquire and maintain standards established by the credit union. This could includeattending conferences, seminars and workshops as directed by Management.

Knowledge, Skills and Abilities:

Experience- One year to three years of similar or related experience in customer service, cash handling, sales, banking or financial services.

Education - Requires a high school education or GED.

Interpersonal Skills - Requires well developed interpersonal skills for communicating with members.
Requires the ability to operate a computer and basic mathematical skills (adding, subtracting, multiplying and dividing).

Work Environment

-Not substantially exposed to adverse environmental conditions.

- State of Pennsylvania residency required.

Service 1st Federal Credit Union provides equal opportunity without regard tosex, gender identity, sexual orientation, race, color, religious creed, nationalorigin, physical or mental disability, protected veteran status, or any other characteristicprotected by applicable lawinemployment and in our business activities.