Member Services Representative II

First Responders Credit Union; Boston (MA); On-site; USD 52,000 - 78,000; Full time

Job summary

First Responders Credit Union in Boston, MA seeks an MSR II to deliver outstanding member service across teller, loan, and account opening duties. You may serve as MSR or Consumer Loan Officer depending on staffing, assisting members in person or by phone.

Responsibilities include opening accounts, providing loan information, processing applications, and handling online banking questions, with a focus on privacy and accurate record-keeping.

Qualifications

• High School diploma or equivalent.
• 3+ years of banking or credit union branch operations experience.
• Familiar with banking products and services.
• Proficient with Windows and basic spreadsheet/word processing.
• Strong interpersonal skills to interact with members in person and by phone.

Responsibilities

• Perform the duties of an MSR, assist the other MSRs as needed and maintain a bulk supply of cash.
• Provide service to members including opening accounts, loan information, and new applications.
• Act as liaison between members and back-office personnel and refer issues as needed.
• Originate consumer loans by collecting required information and disbursing proceeds.
• Assist with online banking, mobile banking, debit/credit cards, and password issues.
• Open/close safe deposit boxes and ensure privacy.
• Make referrals to promote products and services for the credit union.

Skills

Customer service

Banking operations

Interpersonal communication

Data entry

Phone interaction

Education

High School diploma or equivalent

Tools

Data processing equipment

Windows & MS Office basics

Job description

The MSR II responsible for providing excellent member service at all times in a number of ways. Employees in this classification will operate as MSRs or Consumer Loan Officers depending on the daily staffing needs and member volumes.Contact with members may be in person at either station mentioned above or by telephone.

Key Responsibilities:

• Perform the duties of an MSR, assist the other MSRs as needed, provide training to new MSRs and maintain a bulk supply of cash for distribution to other MSRs as needed.
• Provide service to the membership at all levels, including but not limited to opening accounts, providing loan information, originating new applications and assisting with members concerns and complaints.
• Act as a liaison between the membership and back-office personnel, provide preliminary product information and support, and refer appropriate issues to various departments as needed.
• Perform various back-office tasks as directed by the Branch Manager.
• Originate consumer loans by accepting all required information, approving loans within policy standards and disbursing proceeds of these loans as directed by the member.
• Assist members with questions and problems related to online banking, mobile banking, debit cards and credit cards including but not limited to: unlocking and resetting members passwords on our online banking system, hot card/close debit cards, increase daily limits and place travel notices.
• Serve as a liaison to retirees and soon to be retired members of the credit union.In this capacity, take measures necessary to educate and inform members, modify accounts as needed and take other action to ensure a smooth transition from the active payroll to the retirement payroll.
• Provide all requisite information to the credit card processing system relating to new accounts and or maintenance of existing accounts. Order new and replacement credit cards from processor as needed.
• Ability to open and close safe deposit boxes while conducting proper safe deposit procedures to protect members privacy.
• Making referrals to promote products and services with members to enhance the credit unions brand and reputation.

Qualifications:

• High School diploma or the equivalent.
• Three or more years’ experience in banking or credit union branch operations, familiarity with all banking products and services.
• Operation of Data Processing equipment.
• P.C. skills: basic familiarity with Windows, and simple spreadsheet and word processing programs.
• Ability to interact with members in person and by phone.

Personal Attributes:

• Member Centered: Building relationships with members while providing excellent service
• Detail Oriented: Pays close attention to details
• Process-Driven: Follow procedures on a routine basis to get consistent results

Location:

Dorchester, MA

Time Type:

Full Time (37.5 hours per week)

Pay Range:

$51,875.91 - $77,813.87 per year