Universal Employee

Capital Credit Union; West De Pere (WI); On-site; USD 21,000 - 28,000; Full time

Job summary

Capital Credit Union in Wisconsin is seeking a Member Service Representative to assist members with transactions, lending needs, and account services. You will promote products, maintain accuracy in cash handling, and build relationships with members through attentive service.

The role requires strong communication, multitasking, and a customer-focused mindset. You’ll work in a collaborative branch environment, with training on policies, BSA/OFAC compliance, and daily operations to ensure a

Qualifications

• Ability to read, write, and comprehend detailed instructions and memos.
• Pass a federal background check and mortgage loan registry as required.
• Operate banking terminals, word processing, email, and basic adding machines.
• Concentrate on detail and maintain accuracy in transactions.
• Demonstrate strong communication and sales skills with members.
• Exercise independent judgment to address member concerns.

Responsibilities

• Assist members with deposits, withdrawals, loan payments, and transfers.
• Support stop payments, account research, ACH, wires, and maintenance items.
• Promote credit union products and services tailored to member needs.
• Refer members to Mortgage Lenders and Financial Solutions Representatives.
• Attend meetings and training on policies, procedures, and regulations.
• Balance cash drawer and assist with opening/closing procedures.

Skills

Interpersonal skills

Strong communication

Listening skills

Sales skills

Multitasking

Attention to detail

Analytical ability

Education

High school diploma

Tools

Online banking terminal

Word processing

Email

Job description

Description

Position Purpose

Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by fulfilling the members’ transactional, new accounts and consumer lending needs. Promotes products and services in a professional and effective manner.

• Assists members with their transactional needs in person and over the phone. These may include but are not limited to deposits, withdrawals, loan payments, check cashing, transfers and more. Processes members’ transactions accurately and efficiently.
• Assists members with stop payments, account research, ACH items, pre-authorized transfers, wire transfers, account discrepancies and other account maintenance items.
• Assists members with their deposit side needs, including, but not limited to, IRA/HSA products, deceased accounts, and trust accounts.
• Assists members with their consumer loan needs, including, but not limited to, signature loans, consolidations loans, and secured loans.
• Interprets key documents and makes decisions based on policies and member data.
• Promotes applicable Credit Union products and services. Presents necessary information suited to members’ needs, including, but not limited to, consumer loans, debt protection, GAP, shares, share drafts, share certificates, IRA’s, HSA’s, Credit Card, home banking and more.
• Concentrates on building financial relationships with members while using a member advocacy approach.
• Spots needs and refers members to Mortgage Lenders, Financial Solutions Representatives and Commercial Lending.
• Corresponds with membership on eligibility requirements for accounts, loans and denials of credit.
• Actively attends meetings and training sessions to keep up to date and responsible for policies, procedures and regulations, including, but not limited to, Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).
• Balances a cash drawer, including operating a cash recycler.
• Assists the branch with opening and closing procedures.
• Strives to help the members from start to finish with all of their banking needs.

Necessary Experience and Qualifications

• Ability to read, write, and comprehend detailed and technical instructions, short correspondence, and memos; the ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals as normally acquired through completion of a high school education.
• Ability to pass a federal criminal background check and be listed on the Federal Mortgage Loan Officer registry as required by The S.A.F.E. Act.
• Ability to operate an on-line computer terminal, word processing, email, and adding machine as normally acquired through a basic course or one to three months of on-the-job experience.
• Comprehensive knowledge of the products, services, and procedures needed to process transactions as normally acquired through three to six months of on-the-job experience.
• Ability to concentrate on and pay close attention to detail for over fifty percent of work time. Must be able to closely examine documentation. Requires a high degree of accuracy.
• Ability to multitask and switch from one task to the next easily.
• Analytical ability necessary to research and resolve member problems and determine the appropriate course of action.
• Interpersonal skills necessary to deal effectively and efficiently with a diverse group of members in various degrees of stressful situations. Requires strong communication/listening skills to deal diplomatically and effectively with sensitive situations. Demonstrates strong motivation and sales skills.
• Ability to exercise a high degree of independent judgment when addressing member concerns. Must be supportive of the overall business objectives.

Work Environment and Physical Requirements

• Office environment with moderate level of noise
• Minimal lifting of up to 25 pounds
• Frequent use of telephone, copier, computer, fax machine and other office machines
• Prolonged sitting or standing
• Frequent mental and visual concentration
• Occasional travel for training, meetings, and assisting other locations.

The above statements are intended to describe the general nature and level of the work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.

Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.