Member Services Representative

Self-Help Credit Union; Hendersonville (NC); On-site; USD 26,139 - 37,229; Full time

Job summary

Self-Help Credit Union in Hendersonville, NC is seeking a friendly, detail-oriented Member Service Representative to greet members, handle transactions, and provide clear information about accounts and loans. The role requires accuracy in processing deposits and payments while promoting credit union products.

You will balance cash drawers, process payments, and assist with new accounts. The position supports the branch team, emphasizes security, and may require flexible hours including evenings

Qualifications

• High School graduate or equivalent.
• Bilingual in English/Spanish highly preferred but not required.
• Minimum one year experience in financial institution or other customer service industry preferred.
• Prior cash handling and customer service responsibilities preferred.
• Ability to work flexible hours including evenings and weekends.
• Ability to operate credit union systems and proprietary software including New Solutions, MS Office.

Responsibilities

• Initiate and lead conversations to identify and assess member needs.
• Maintain and enhance member account relationships by providing excellent member service.
• Process share deposit payments, loan payments, manual payrolls, and account transfers.
• Disburse cash and check withdrawals.
• Complete member transactions accurately and timely within prescribed limits and guidelines or seek approval for exceptions.
• Open new membership accounts and assess for accuracy and compliance.
• Research and address member inquiries about credit union services and accounts.
• Perform account maintenance as authorized.
• Promote credit union products and services.
• Maintain base knowledge of consumer and mortgage loans to refer loan products.
• Perform outbound calls to members as needed.
• Achieve individual and branch growth goals.
• Identify solutions in support of member needs.
• Observe all security/internal controls and protect the credit union from fraud.
• Serves as back up to MSR II responsibilities, when needed.

Skills

Customer service

Bilingual English/Spanish

Cash handling

Communication

Data entry

Attention to detail

Analytical skills

Teamwork

New Solutions

Microsoft Excel

Microsoft Word

Microsoft Outlook

Education

High School graduate or equivalent

Tools

New Solutions

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

Self-Help started in 1980 with a focus on economic inequality especially in communities that have faced systemic barriers in building wealth. At the core of what Self-Help does is a drive to create and protect ownership and economic opportunity. In other words, we’re committed to economic justice! Economic Justice means that all communities have the basic infrastructure they need to thrive, from high-quality schools to grocery stores selling fresh food resources that support opportunity at a neighborhood level regardless of demographics, income, or wealth. Since our founding, we’ve constantly sought to find new ways to pursue greater economic justice: from providing fair and affordable loans to working with partners to demand that lawmakers change unjust policies.

Self-Help started in 1980 with a focus on economic inequality especially in communities that have faced systemic barriers in building wealth. At the core of what Self-Help does is a drive to create and protect ownership and economic opportunity. In other words, we’re committed to economic justice! Economic Justice means that all communities have the basic infrastructure they need to thrive, from high-quality schools to grocery stores selling fresh food resources that support opportunity at a neighborhood level regardless of demographics, income, or wealth. Since our founding, we’ve constantly sought to find new ways to pursue greater economic justice: from providing fair and affordable loans to working with partners to demand that lawmakers change unjust policies.

Job Description

WHAT You'll Do

• Initiate and lead conversations to identify and assess member needs.
• Maintain and enhance member account relationships by providing excellent member service.
• Process share deposit payments, loan payments, manual payrolls, and account transfers.
• Disburse cash and check withdrawals.
• Complete member transactions accurately and timely within prescribed limits and guidelines or seek approval for exceptions.
• Open new membership accounts and assess for accuracy and compliance
• Research and address member inquiries about credit union services and accounts.
• Perform account maintenance as authorized.
• Promote credit union products and services.
• Maintain base knowledge of consumer and mortgage loans in order to effectively refer loan products to the consumer and mortgage loan departments. Perform outbound calls to members as needed.
• Achieve individual and branch growth goals.
• Identify solutions in support of member needs.
• Observe all security/internal controls and be proactive in protecting the credit union by identifying fraudulent or forged documentation and/or activity.
• Serves as back up to MSR II responsibilities, when needed.

CASH HANDLING AND BALANCING

• Open, close and balance their own cash drawer daily.
• Maintain drawer cash levels within prescribed amounts.
• Post and Log night, ATM and mail deposits. (Part of dual-control team.)
• Adhere to general regulatory procedures including requirements of the Bank Secrecy Act and Anti Money Laundering rules
• Accurate balancing within established time frames.

Other

• Assist with branch self-assessments as may be assigned.
• Participate in branch business development and outreach activities.
• May respond to electronic requests submitted by members and/or perform outbound calls to members in a professional prompt, efficient and accurate manner.
• May be called up to assist with translation, if needed.
• Perform other duties as may be deemed necessary.

WHAT You’ll Need

• High School graduate or equivalent.
• Bilingual in English/Spanish highly preferred but not required.
• Minimum one year experience in financial institution or other customer service industry preferred.
• Prior cash handling and customer service responsibilities preferred.
• Preference for working in organizations that place priority on teamwork and collaboration.
• Strong commitment to our mission – creating economic opportunity for traditionally underserved communities.
• Excellent customer service skills.
• Demonstrated ability to communicate effectively – both verbally and in writing.
• Ability to be trained and efficiently operate credit union systems and proprietary software, including proprietary software (New Solutions, Microsoft Excel, Word, and Outlook).
• Ability to work flexible work hours including evenings and weekends.
• May be required to travel to cover other Branches.
• Keen attention to detail, ability to effectively organize and prioritize work.
• Analytical and problem-solving skills.
• Ability to use keyboard and data entry skills.

Ability To Demonstrate Self-Help's Core Values

• Mission Before Self
• Service with Excellence
• Embracing & Promoting Change
• Results Not Credit
• Diversity as a Strength
• Financial Sustainability for Mission Impact

Compensation rate starting: $23.00

Competitive nonprofit compensation, based on experience, plus a generous benefits package. Compensation ranges for each position are based on local market rates and will be determined by geography, role, and experience.

Physical Requirements/Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Close vision is required.
• Employee is regularly required to: sit; talk and hear; use hands to finger, handle or feel; and reach with hands and arms.
• Employee is frequently required to type and use a keyboard.
• The employee must occasionally lift and/or move up to 20 to 40 pounds.

Self-Help is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Company Disclaimer

Self-Help is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status.