MEMBER SERVICE REPRESENTATIVE I

Job Description

Title: Member Services Representative I

Reports to: Branch Manager

Supervises: None

Status: Non-Exempt

Objective

The Member Services Representative I is a results-driven position responsible for performing a broad variety of Member focused sales, service-related activities, and overall lobby management while projecting the front-line member care philosophy by greeting, welcoming, offering options and directing members to the appropriate supporting staff. This high-contact sales position requires the ability to deal effectively with Members and other KEMBA Associates in person, by telephone and in writing. Duties will also include processing business member transactions that include but are not limited to teller/cash transactions.

Duties and Responsibilities

Assumes responsibility for the effective and professional performance of Member sales and service-related functions:

Recommends products and services that assists in meeting Member's financial needs

Resolves Member issues through listening, problem solving, and offering solutions

Meets or exceeds all sales, service and productivity goals established for this position

Answers and responds to Member inquiries and questions

Performs file maintenance and account changes as necessary

Assume teller line functions including, but not limited to, transactions for business members, balancing drawer, vault, and recycler

Assist members both inside and outside and with ITM machines

Maintain audit controls including, but not limited to, dual control, key control, logs/reports, alarms, safe deposit box, and all teller-related audit responsibilities

Professionally service basic member activity, including, but not limited to:

Process changes of address and add additional names to accounts

Place check orders and order replacement ATM / debit cards

Set up direct deposit and process wire transfers and stop payments

Process printouts of statements and check copies as requested

Open deposit accounts.

Establishes and maintains professional relationships with Members:

Resolves Member requests and questions promptly, courteously, and professionally

Keeps Members informed of Credit Union services and policies

Maintains and projects the Credit Union’s professional reputation

Assumes responsibility for establishing and maintaining effective coordination and working relationships with staff and management:

Works as a team member with other KEMBA Associates

Keeps supervisor informed of area activities and significant problems

Completes required reports and records accurately and promptly

Attends meetings as required

Maintains an up-to-date status of all sales support and processing activity with routine reporting to management

Registers with the Nationwide Mortgage Licensing System (NMLS) as a Mortgage Loan Originator (MLO) and maintains and renews the registration in addition to completing related compliance training as directed by KEMBA

Performs all duties in a manner that is 100% compliant with KEMBA policy and procedures.

Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures

On a self-directed basis, continues to improve individual level of competency through training and certification on established educational programs

Must be able to relate to other people beyond giving and receiving instructions:

Can get along with coworkers or peers without exhibiting behavioral extremes

Perform work activities requiring negotiating, instructing, supervising, persuading, or speaking with others

Respond appropriately to criticism from a supervisor

Required Qualifications

High school diploma or equivalent education or experience

Prior customer service experience

Strong organizational skills and attention to detail

Must value a high degree of accuracy

Professional demeanor

Positive and outgoing attitude

Exceptional communication skill

Basic PC skills (Windows)

Assertive problem-solving skills

Physical Demands

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

While performing the duties of the job, the employee is regularly required to sit; use hands to manipulate, handle, feel, and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.