Member Service Representative

The Branch Member Service Representative provides a valuable link between members and the credit union.

The incumbent professionally represents the credit union to members and delivers high level service through identifying relationship opportunities; matching appropriate products and services to meet member needs; and migrating members to alternative banking solutions.

In order to assess their financial needs, the position must maintain a thorough knowledge of the features and benefits of all products and services.

Responsibilities

Serves as the primary contact for all potential, new and existing Members and services all share and loan requests.

Interviews, evaluates and underwrites consumer loan applications within loan authority. Evaluates collateral, verifies appropriate documents are present for processing and follows funding procedures.

Performs monetary transactions and account maintenance updates to include check orders, account distributions, stop payments, ATM/Debit card requests, address changes and account ownership maintenance or issues.

Resolves product or service problems by clarifying the member’s concern; determines the cause of problem; selects and explains the best solution to solve the problem; expedites corrections or adjustment; follows up to ensure resolution.

Delivers high level loan and account service to potential, new, and existing members; assesses financial needs; identifies relationship opportunities and matches appropriate products and services to meet their financial needs and the goals of the credit union.

Performs administrative duties to support an outstanding level of member service, where timeliness, accuracy and follow-through are critical ensuring compliance with all Tower policies and procedures and Federal and State regulatory statues.

Participates in all required credit union compliance and product knowledge training. Applies knowledge gained throughout training to all relevant job duties, demonstrates thoroughness and accuracy of compliance knowledge in all verbal explanations to members and through completing of all required forms and documents.

Maintains an awareness of security risks in the areas of member identification, membership eligibility and confidentiality.

Requirements

High school diploma or equivalency.

Sufficient interpersonal skills to positively represent the Credit Union during member interaction. Ability to effectively operate PC (using a Windows Operating system) and other office equipment.

One year of experience providing direct customer/member service preferably in a business office setting.

Refer to Career Path Competencies for additional required qualifications to BMSR I, BMSR II, and Senior Branch MSR.