Member Service Representative III

First Harvest Credit Union; Deptford Township (NJ); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a motivated Member Service Representative III to join their dynamic team. This role offers the opportunity to engage with members, assist with their financial needs, and promote a variety of products and services. The ideal candidate will thrive in a fast-paced environment, demonstrating exceptional customer service and sales skills. You will play a crucial role in coaching new team members, ensuring compliance with regulations, and contributing to branch sales goals. If you are passionate about providing top-notch service and eager to grow within a supportive team, this position is perfect for you.

Qualifications

• Minimum 2 years in MSR II or similar role in financial services.
• Experience in sales and coaching preferred.

Responsibilities

• Deliver exceptional service and assist members with financial needs.
• Coach and train staff while ensuring compliance with regulations.

Skills

Customer Service Skills

Sales Techniques

Communication Skills

Knowledge of Banking Regulations

Coaching and Training Skills

Problem Solving

Interpersonal Skills

Credit Union Services Knowledge

Ability to Work Independently

Leadership Skills

Education

High School Diploma or GED

Associates or Bachelor's Degree

Tools

Microsoft Office Suite

Credit Union Software Programs

Job description

The MSR III independently performs a full range of member service, sales and operational functions while requiring minimal supervision as they serve as part of the management team. The MSR III oversees workflow, serves as a key holder, assists members, supports staff throughout the day and assists in coaching and training of staff and new team members. Additionally, the MSR III is responsible for delivering exceptional service to members by assisting with their financial needs, promoting credit union products and services, and ensuring member satisfaction. This role involves processing transactions, opening accounts, providing information on loan products and the ability to input applications and disburse loans. The MSR III also helps members manage their accounts, resolve any issues, and ensure compliance with regulatory requirements while assisting staff throughout the day. As a Float MSR III, the ability to travel to all branches within our Branch Network on a daily basis as needed and work well in team environments.

Key Responsibilities:

• Adheres to the FHCU Service Standards as established.
• Performs all Branch MSR duties and responsibilities with minimal supervision.
• Acts as first point of contact for branch personnel regarding member issues or complaints, assisting with resolution within authority level assigned and escalating issues to a supervisor when necessary.
• Coaches and assists with both training new team members joining the branch and the existing staff to ensure completion of operational, sales and service duties.
• Contributes to branch sales goals by engaging members in dialogue to determine their financial needs and recommending products or services that meet those needs using various sales techniques.
• Acts as key holder on a rotating basis, performing branch opening and closing responsibilities.
• Makes recommendations to supervisor for improvements within the branch that would result in improving the delivery of service to the membership.
• Works as a team member of the office in assisting in the daily functions of operation.
• Represents the credit union at Select Employer Group (SEG) events as requested.
• Directs workflow of staff in absence of the Regional Manager and Assistant Branch Manager.
• Participates in available credit union self-development education programs and required compliance courses through self-study and the credit union's training department.
• Performs other duties as assigned.

Qualification Requirements:

Education:

• High School Diploma or GED
• Associates or Bachelor's degree, preferred

Experience:

• Minimum of two (2) years as an MSR II or similar role within a financial institution
• Prior sales experience
• Experience coaching and training others, preferred

Skills & Competencies:

• Thorough knowledge of credit union services, policies and procedures
• Comprehensive knowledge of banking regulations
• Proficient with Microsoft Office Suite, Outlook and using the Internet
• Highly proficient with credit union software programs
• Excellent communication and interpersonal skills
• Excellent customer service skills
• Ability to remain professional and act as a role model for others
• Ability to work with minimal supervision and exercise judgment
• Intermediate to advanced knowledge of sales techniques
• Ability to coach and train others
• Available to travel to other branches when required
• Minimum of 2 years' experience in financial services with a strong background in lending, sales, and member service.
• Previous leadership or supervisory experience required, preferably in a credit union or banking environment.
• Strong knowledge of consumer lending, regulatory requirements and loan processing.
• Proven ability to drive sales while maintaining exceptional member service standards and operational efficiencies.
• Excellent leadership and team building skills, with experience in coaching.
• Strong problem solving and decision-making abilities to address member concerns and operational challenges effectively.
• Knowledge of credit union products, services and compliance regulations.
• DNA core system experience is a plus but not required.

Physical Requirements:

The physical demands require a person to be able to stand for a period of up to eight (8) hours per day and lift items estimated in weight of 5-10lbs or more and perform repetitive hand movements on a keyboard.

Americans with Disabilities Act (ADA):

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job duties of the position. If you need to request an accommodation please contact Human Resources at 856-232-9000 ext. 5104 or via email to [e-mail].

First Harvest Credit Union is an Equal Opportunity Employer/Veterans/Disabled.

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of First Harvest Credit Union.