Member Services Representative

SOUTHERN SECURITY FEDERAL CREDIT UNION; Collierville (TN); On-site; USD 32,000 - 52,000; Full time

Job summary

SOUTHERN SECURITY FEDERAL CREDIT UNION is seeking a responsive Member Service Representative in Collierville, TN to handle a variety of member service calls with prompt, courteous assistance. You will resolve questions about statements, loans and transfers, provide information on rates and certificates, perform PTM transactions, balance daily totals, and maintain reports.

The role emphasizes accuracy, professionalism and proactive service, including cross-selling credit union services to support

Qualifications

• High school diploma or equivalent required.
• On-the-job training available.
• Excellent communication and math skills preferred.

Responsibilities

• Assumes responsibility for the effective and professional completion of MSR-Call Center functions.
• Receives member questions and concerns in a professional manner.
• Completes research and resolves documentation errors and discrepancies.
• Provides general information to members on Credit Union policies, procedures, and programs.
• Performs account transfers and basic inquiries.
• Maintains and balances daily transactions; verifies cash totals.
• Cross-sells Credit Union services and supports all Call Center functions.

Skills

Communication

Customer service

Math skills

Detail oriented

PC skills

Professionalism

Education

High school diploma or equivalent

Job description

Description

PRIMARY OBJECTIVE OF POSITION

Responsible for handling a variety of member service calls in a prompt and courteous manner. Resolves member questions and problems regarding account statements, loans, payments, automatic transfers, interest rates, and investment certificates. Provides a variety of transactions initiated from Personal Teller Machines (PTMs). Balances each day’s transactions and verifies totals. Completes and maintains related reports, records, and files. Cross sells Credit Union services and supports all functions within the Call Center.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility for the effective and professional completion of MSR-Call Center functions.
2. Receives member telephone questions and concerns in a professional manner.
3. Completes research and resolves documentation errors and discrepancies.
4. Provides general information to members on Credit Union policies, procedures, and programs.
5. Provides basic information to members on accounts, payments, interest rates, loan options, and savings programs.
6. Performs account transfers
7. Performs basic account and card inquiry maintenance functions.
8. Accepts requests for wire transfers.
9. Maintains and projects the Credit Union’s professional reputation.
10. Assumes responsibility for the efficient, effective, and accurate performance of PTM teller functions.
11. Represents the Credit Union in a courteous and professional manner.
12. Receives share deposits and loan payments.
13. Disperses cash or check share withdrawals.
14. Processes transfers.
15. Verifies transactions. Monitors deposit amounts and examines documents for endorsement and negotiability as required by teller operational policies. Detects and resolves discrepancies promptly.
16. Balances daily transactions and verifies cash totals. Investigates and resolves out-of-balance conditions.
17. Possesses interpersonal communication skills particularly effective in a video channel.
18. Possesses ability to perform within a complex, multifunctional, technical environment; demonstrates the ability to process and complete teller transactions in a non-traditional teller environment while offering exceptional service that promotes ongoing ITM usage.
19. Embodies the Southern Security Federal Credit Union Service Values.
20. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and management.
21. Keeps supervisor informed of area activities and of any significant problems.
22. Attends and participates in meetings, as required.
23. Completes required reports and records accurately and promptly.
24. Assumes responsibility for related duties, as required or assigned.
25. Assists other departments, ass necessary.
26. Performs related cleerical duties, as needed.
27. Assists in verifying accounts, copying checks, and mailing correspondence.
28. Keeps work area clean, secure, and well-maintained.
29. Actively and professionally cross-sells Credit Union services and poroducts.

Requirements

EDUCATION/CERTIFICATION: High school graduate or equivalent.

EXPERIENCE PREFERRED: Abilities generally acquired on the job. Must be able to follow directions accurately and retain knowledge.

SKILLS/ABILITIES: Excellent communication skills. Service-oriented, including ability to assist others with a positive attitude. Able to analyze accounts possessing solid math skills. Focused and attentive to detail. Utilize confident decision-making skills. Well-organized. Possess strong business acumen and professionalism. Able to use PC and all related business equipment.