Member Service Representative I (Concierge - Personal Banker)

Kemba; Gahanna (OH); On-site; USD 32,000 - 48,000; Full time

Job summary

KEMBA is seeking a Member Services Representative I in Ohio to deliver front-line member care, greet visitors, and route inquiries to the right staff. The role includes processing basic transactions and promoting bank products and services to meet member needs.

The position emphasizes high-quality service, accuracy, and teamwork within a busy branch environment, with opportunities for growth and development.

Qualifications

• High school diploma or equivalent required.
• Prior customer service experience preferred.
• Strong organizational skills and attention to detail.
• Value a high degree of accuracy.
• Professional demeanor with excellent communication.
• Basic PC skills (Windows) and problem-solving abilities.

Responsibilities

• Greet and assist members, directing them to appropriate staff.
• Process teller transactions for members.
• Promote products and services to meet financial needs.
• Resolve member issues through listening and problem solving.
• Maintain lobby and ensure smooth branch operations.
• Maintain audit controls and compliance with policies.

Skills

Customer service

Organizational skills

Attention to detail

Accuracy

Professional demeanor

Positive attitude

Communication skills

Windows basics

Problem solving

Education

High school diploma or equivalent

Job description

Title: Member Services Representative I

Reports to: Branch Manager

Supervises: None

Status: Non-Exempt

Objective

The Member Services Representative I is a results-driven position responsible for performing a broad variety of Member focused sales, service-related activities, and overall lobby management while projecting the front-line member care philosophy by greeting, welcoming, offering options and directing members to the appropriate supporting staff. This high-contact sales position requires the ability to deal effectively with Members and other KEMBA Associates in person, by telephone and in writing. Duties will also include processing business member transactions that include but are not limited to teller/cash transactions.

Duties and Responsibilities

• Assumes responsibility for the effective and professional performance of Member sales and service-related functions:
  • Recommends products and services that assists in meeting Member's financial needs
  • Resolves Member issues through listening, problem solving, and offering solutions
  • Meets or exceeds all sales, service and productivity goals established for this position
  • Answers and responds to Member inquiries and questions
  • Performs file maintenance and account changes as necessary
  • Assumes teller line functions including, but not limited to, transactions for business members, balancing drawer, vault, and recycler
  • Assists members both inside and outside and with ITM machines
  • Maintains audit controls including, but not limited to, dual control, key control, logs/reports, alarms, safe deposit box, and all teller-related audit responsibilities
  • Professionally services basic member activity, including, but not limited to:
    • Processes changes of address and add additional names to accounts
    • Places check orders and order replacement ATM / debit cards
    • Sets up direct deposit and process wire transfers and stop payments
    • Processes printouts of statements and check copies as requested
    • Opens deposit accounts.
• Establishes and maintains professional relationships with Members:
  • Resolves Member requests and questions promptly, courteously, and professionally
  • Keeps Members informed of Credit Union services and policies
  • Maintains and projects the Credit Union’s professional reputation
• Assumes responsibility for establishing and maintaining effective coordination and working relationships with staff and management:
  • Works as a team member with other KEMBA Associates
  • Keeps supervisor informed of area activities and significant problems
  • Completes required reports and records accurately and promptly
  • Attends meetings as required
• Maintains an up-to-date status of all sales support and processing activity with routine reporting to management
• Regularly attends community events and serves as an advocate for KEMBA and the branch
• Registers with the Nationwide Mortgage Licensing System (NMLS) as a Mortgage Loan Originator (MLO) and maintains and renews the registration in addition to completing related compliance training as directed by KEMBA.

• Performs all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and procedures
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• On a self-direct basis, continues to improve individual level of competency through training and certification on established educational programs
• Relates to others beyond giving and receiving instructions:
  • Communicates with coworkers or peers without exhibiting behavioral extremes
  • Performs work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
  • Responds appropriately to criticism from a supervisor
• Performs other duties as required by management

Required Qualifications

• High school diploma or equivalent education or experience
• Prior customer service experience
• Strong organizational skills and attention to detail
• Must value a high degree of accuracy
• Professional demeanor
• Positive and outgoing attitude
• Exceptional communication skill
• Basic PC skills (Windows)
• Assertive problem-solving skills

Physical Demands

The physical demands listed below represent those necessary to perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.

The employee is regularly required to sit, use their hands, reach with arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.

Equal Opportunity Employer/Vet/Disabled

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