Member Service Representative II, Full-Time (West Allis)

Guardian Credit Union; West Allis (WI); On-site; USD 30,000 - 38,000; Full time

Job summary

Guardian Credit Union in West Allis, WI invites applications for an MSR role. You will greet members, process transactions over the counter, by phone, and by mail, and provide information on credit union products and services.

The position emphasizes cross-selling, confidentiality, and a professional appearance, with opportunities to assist in more complex transactions and to support training for new staff.

Qualifications

• High school diploma or GED required.
• Minimum 6 months experience in a credit union or financial institution.
• Ability to operate routine office equipment and type at least 35 wpm.
• Ability to explain Credit Union policies clearly.
• Cross-sell products and services to members.
• Maintain confidentiality and professional appearance.

Responsibilities

• Provide friendly, prompt, confidential service handling transactions over the counter, by phone, and by mail.
• Handle monetary transactions (deposits, withdrawals, loan payments, check cashing) and inquiries.
• Cross-sell products and services to meet goals.
• Assist MSRI with complex transactions and member questions, including overrides.
• Open sub accounts and debit card issuance; close accounts per guidelines.
• Check approval authority at manager discretion.
• Accurately reconcile checks and cash drawer daily.
• Handle debit disputes, transfers, foreign currency, safe deposit boxes, wire transfers.
• Balance daily cash advances.
• Assist in training MSRIs and new staff.

Skills

Typing 35 wpm

Cross-sell skills

Policy explanation

Confidentiality

Bondable

Interpersonal skills

Education

HS diploma or GED

6 months financial experience

Job description

Overview

Job Location: WAO West Allis - West Allis, WI 53227

Responsibilities

• Under direct supervision, responsible for providing members with service on a variety of transactions. Welcome members to the credit union and provide general information concerning credit union products and services.

Core Values

• Relationships – We treat each other, our members, and our community with respect.
• Accountability – We hold ourselves to a higher standard.
• Teamwork – We work together to reach our goals.
• Honesty – We believe in conducting ourselves with honesty, integrity, trust, and fairness.

Essential Functions

• Represent the Credit Union to the members in a friendly, positive, and professional manner. Provide prompt, efficient, confidential, and accurate service in the processing of transactions over the counter, by phone, and by mail.
• Handle monetary transactions for members (e.g., deposits, withdrawals, loan payments, check cashing) and other normal inquiries by members.
• Meet all assigned goals by successfully cross-selling all products and services offered by the Credit Union.
• Assist MSRI in complex transactions, member questions/issues, and other misc. requests, including providing transactional overrides.
• Open sub accounts for current members, including debit card issuance, and close accounts under Credit Union guidelines, ensuring all documents and information is recorded and accurate.
• Check approval authority at manager’s discretion.
• Accurately reconcile checks and cash drawer daily.

Secondary Functions

• Perform miscellaneous duties (e.g., debit disputes, automatic transfers, foreign currency, safe deposit boxes, bond redemption, and wire transfers).
• Perform daily cash advance balancing.
• Assist in the ongoing training and education of MSRIs and new employee staff to provide the expertise necessary to perform duties effectively.

Qualifications & Skills

• Education/Experience: Any combination equivalent to education and experience that provides the required knowledge and skills is qualifying. Typical qualifications would be equivalent to: Successful completion of high school diploma or GED. A minimum of 6 months experience in a credit union or other financial institution is required.
• Skills:
  • Ability to operate routine office equipment; typing at 35 words per minute minimum.
  • Must have demonstrated ability to interpret and explain Credit Union policy and transactions posted to members' accounts and to adhere to policy.
  • Thorough knowledge of Credit Union products and services offered to membership and demonstrated ability to cross-sell/refer such products and services effectively.
  • Interpersonal skills to represent Credit Union positively in dealing with members and teller transactions.
  • Ability to exercise judgment, initiative, and tact in dealing with management, supervisors, and staff.
  • Must present a professional, business-like appearance and manner.
  • Must maintain confidentiality.
  • Must be bondable.

Work Environment

While performing the duties of this job, the employee regularly works in an office/branch setting.

Physical Demands

The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation.

• Must be able to remain in a stationary position and occasionally move about the inside of the office and vault.
• Frequently move boxes weighing up to 50 pounds across the office for various needs.
• Requires the ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Requires one to position self to maintain files in file cabinets.
• Must be able to remain in a stationary position while assisting members (majority of workday).

Travel

• Travel to different worksites is required at times.
• Must have reliable transportation.

Hours

Hours vary depending upon branch coverage; Monday through Friday, 8:15 am until 6:15 pm; Saturdays 8:15 am until 1:15 pm.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities