Member Service Representative

1st Gateway; Sterling, Northern (IL, KY); Hybrid; USD 32,000 - 42,000; Full time

Job summary

1st Gateway is seeking a friendly and detail-oriented Member Service Representative in Sterling, IL to assist members with daily financial transactions and inquiries. The role emphasizes courteous service and accurate processing, with opportunities to introduce relevant credit union products to meet members’ financial goals.

The MSR will open new accounts, support existing ones, and help members navigate share transfers, payments, and payroll/direct deposit forms while maintaining confidential

Responsibilities

• Represent members with courtesy and professionalism; process transactions promptly and accurately.
• Answer member questions in person or by phone about services and policies.
• Engage members using sales techniques and recommend suitable products.
• Resolve member requests and issues, directing to the right contact.
• Open new accounts, service existing ones, and set up member files.
• Process transfers, withdrawals, checks and other member transactions.
• Process mail transactions accurately.
• Research deposits/withdrawals to resolve discrepancies.
• Perform office tasks: update records, phones, filing, shredding.
• Assist with payroll deductions and direct deposits forms.
• Promote products based on member needs and beacon scores at opening.
• Perform other duties as needed to support members.

Skills

Customer service

Cash handling

Communication skills

Phone manners

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.