Member Service Representative II

First-Florida-Credit-Union; Newcastle (FL); On-site; USD 38,000 - 54,000; Full time

Job summary

First Florida Credit Union is seeking a detail-oriented team member to assist members with their banking needs, set up new accounts, process loans, and respond to inquiries with fairness and integrity.

Responsibilities include taking member loan applications, coordinating with Loan Officers, handling deposits and withdrawals, cross-selling services, and ensuring policy compliance. Requires high school diploma and 1–3 years' related experience.

Qualifications

• High school diploma or GED required.
• 1–3 years of related experience preferred.
• Strong interpersonal and communication skills essential.

Responsibilities

• Take member loan applications in person or by phone and prepare for review by a Loan Officer.
• Process approved loans and schedule closings with dates/times for disbursement.
• Assist members with establishing new accounts and changes to existing accounts.
• Receive and process deposits, withdrawals, loan payments, transfers, and cash advances.
• Cross-sell Credit Union services to members while delivering outstanding service.
• Maintain compliance with policies (Bank Secrecy Act and Customer Identification Program) and balance daily transactions.

Skills

Customer service

Cross-selling

Attention to detail

Clear communication

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Do you want to be part of a dynamic institution that is one of the fastest growing credit unions in the country? Become a part of the First Florida Credit Union team where our employees create a culture that enables our organization to be among one of the 100 Best Companies to Work For in Florida as designated by Florida Trend magazine for over a decade. Our employees are the critical element in fulfilling the First Florida Credit Union mission of being a thriving credit union creating value for members by deepening relationships with current members and engaging with potential members.Also, First Florida Credit Union recognizes the importance of benefits that provide financial security for our employees and their families and is committed to providing a competitive benefits package to eligible employees.Role:The primary function of this position is to assist the Credit Union in achieving its mission to share in he financialsuccess of our members by providing services with fairness and integrity. To achieve this goal, this position mustdeliver outstanding service to both internal and external members. Assist members and potential members withtheir Credit Union needs; explain services, set up new deposit and loan accounts, respond to problems.Essential Functions & Responsibilities:Take member loan applications either in person or by phone and prepares them for review by aLoan Officer. Follow up with the Loan Officer to determine status. Process approved loans andsets up date and time to close the loan and make disbursements.Assist members with establishing new accounts and changes to existing accounts either in personor by phone, including but not limited to: new membership shares, checking, money market,certificates, Individual Retirement Accounts, debit cards, address changes, beneficiary changes.Receive and process member financial transactions, including but not limited to: deposits,withdrawals, loan payments, transfers, and cash advances as directed. Sell cashier's checks andVisa gift cards to members.Identify member needs and cross-sell Credit Union services to members.Assist members with routine and complex account related questions either in person or by phone.Resolve problems.Perform quality control of account and loan documents. Prepare documents for delivery to therecords department for imaging.Represent the branch as appropriate in its relationships with members, sponsor organizations(s),suppliers, other financial institutions and similar groups.Assist other departments or branches as requested by management.Balance daily transactions with a minimum of errors.Responsible for compliance with Credit Union policies including the Bank Secrecy Act andCustomer Identification Program.Perform other related duties as assigned.Performance Measurements:1. Adhere to the Credit Union Service Standards in all interactions both internal and external as well asemploying CML (Creating Member Loyalty) skills.2. Handle requests accurately, efficiently and effectively. Troubleshoot or direct member to the appropriatecross functional area.3. Process member transactions with minimal errors.4. Instruct and communicate information in a clear and concise manner.5. Maintain a thorough knowledge of interdepartmental functions.6. Maintain a thorough knowledge of products and services and successfully recommend new products orservices to members.7. Maintain knowledge of all policies and procedures to ensure compliance.8. Maintain a dependable record of attendance and timeliness.9. Offer ancillary products to all qualified/eligible members 100% of the time.10. Qualify for, obtain and maintain annual registration in the Nationwide Mortgage Licensing System andRegistry (NMLS).11. Qualify and obtain a Credit Life and Disability License.12. Follow policy and procedures in order to avoid monetary outages. Any outages that may occur pertaining toteller, vault or credit union transactions must be maintained within guidelines.Knowledge and Skills:Experience One year to three years of similar or related experience.Education A high school education or GED.Interpersonal Skills Work involves much personal contact with others inside and/or outside the organization forthe purpose of first-level conflict resolution, building relationships, and solicitingcooperation. Discussions involve a higher degree of confidentiality and discretion,requiring diplomacy and tact in communication.Other Skills Able to operate a 10 key calculator, computer keyboard and working knowledge ofMicrosoft Products.PhysicalRequirements This is sedentary work which requires the following physical activities: bending, stooping,kneeling, crouching, sitting, walking, finger dexterity, feeling, repetitive motions, talking,hearing and visual acuity. Specific vision abilities required for this job include close vision,distance vision, color vision, peripheral vision, depth perception, and the ability to adjustfocus. As required or requested, may exert up to 25 pounds of force occasionally and/or anegligible amount of force constantly to lift, carry, push, pull or otherwise move objects.Work Environment Generally inside work with occasional exposure to weather conditions.This Job Description is not a complete statement of all duties and responsibilities comprising the position.