Member Service Representative I

Great Northwest Federal Credit Union; Washington (District of Columbia); On-site; USD 37,000 - 48,000; Full time

Job summary

Great Northwest Federal Credit Union in Washington, DC, is seeking a frontline Member Service Representative to perform routine transactions and assist members with products.

The role emphasizes accurate cash handling, strong communication, and adherence to policies, with opportunities to learn through online training and grow within the credit union.

Qualifications

• High school diploma or equivalent required.
• Strong communication and customer service skills.
• Ability to handle cash accurately.
• Familiarity with computer systems and basic software.

Responsibilities

• Provide outstanding member service and satisfaction.
• Handle routine transactions: deposits, withdrawals, transfers, loan payments, and check cashing.
• Maintain accurate cash drawer and balancing.
• Process mortgage and loan payments and communicate delinquency policies as needed.
• Identify and respond to member inquiries; refer complex issues to proper departments.
• Assist with money handling while following Bank Secrecy Act/AML policies.

Skills

Communication

Customer service

Cash handling

Math aptitude

Mobility

Stamina

Office equipment

Education

High School Diploma or GED

Tools

Verafin

Banking software

ITM usage

Job description

Job Description

Performs routine member transactions, including deposits, withdrawals, cash advances, loan payments, transfers, and check cashing.

Duties and Responsibilities

• Employee provides an outstanding level of member service and member satisfaction.
• Employee must have computer and office equipment experience.
• Employees perform routine member transactions, including but not limited to deposits, withdrawals, cash advances, loan payments, transfers, check cashing and entering information on the CU's computer system.
• Employees receive payments for mortgage, and all other types of loans the CU gives out, ensuring that payments equal the amount due and that all late charges, if applicable, are collected. Employees must understand credit union policies regarding delinquent loans and know what to suggest to the members, or who to refer them to.
• Employees examine checks for endorsements and negotiability.
• Accuracy is a crucial part of an employees' job, such as providing correct information, correct transactions and correct cash to members when requested.
• Employees must practice member education of all products and services offered by the credit union and help achieve the Credit Union's saturation goals.
• Employees must provide routine information on credit union products, services, and policies, including eligibility for membership, types of credit union accounts, basic loan products some loan procedures, interest rates, current dividend rates, branch locations, office hours and telephone numbers.
• Respond to members' requests, problems, and complaints, and/or direct them to the proper person for specific information and assistance.
• Receive information pertaining to members' accounts and process or route to proper departments.
• Process stop payments on share draft accounts and ACH direct deposits.
• Provide members with account status, including current balances and loan payoffs.
• May be responsible for combinations & keys (i.e. night drop, ATM, Vault),
• Maintains an accurate cash drawer and balances in a timely manner.
• Follow through on member questions or requests.
• Work on internal training through online courses.
• Following MIP (Member Identity Program). Filling out Currency Transaction Reports, Suspicious Activity Reports, Monetary logs as needed (running on us checks over $5000 through Verafin).
• Must comply with the credit union's Bank Secrecy Act/Anti Money Laundering Act/OFAC and all other Compliance Policies as required by the position.
• All other duties as assigned.

Knowledge, Skills, and Abilities desired

Typically, entry level pay rate depends on experience, i.e. High School diploma or equivalent, or actively pursuing a High School Diploma/GED.Effective communication skills, and the ability to work successfully with the public in a frequently stressful environment.Experience in sales, customer/member service, cash handling and a good math/business aptitude.Employees of GNWFCU must possess mobility and stamina to work in a standard office setting.Employee must be able to use standard office equipment including but not limited to various software and technology-based services: video, chat, ITM'sEmployees may have to lift items up to 50 pounds.Job requirements include the need to stand or sit for long periods of time.

Employees may need the ability to raise their arms above their head.Employees should have adequate hearing and speech to communicate with our members and/or staff on the phone, in-person and through the drive-thru speaker systems. This statement is not all inclusive of the physical requirements but is in general, covering most areas of the credit union. GNWFCU will make every effort to provide reasonable accommodations to any employee with a physical, mental, or sensory disability in order to allow that employee to perform the essential functions of his or her job.

GNWFCU requires a full background check and drug screening prior to hiring.

The above information in this job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all job duties, responsibilities and qualifications required of employees assigned to this job. Aspects of this position may be changed or supplemented from time to time, at the sole discretion of management.