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Member Service Representative

Member Service Representative part-time position available!

Essential Functions

  • Greet and welcome members to the credit union in a courteous, professional, and timely manner, providing prompt, accurate, and efficient member transactions.
  • Receive checks and cash for deposit to accounts, verify amounts, examine checks for proper endorsement, and enter deposits into computer records.
  • Cash checks and process withdrawals; pay out money after verification of signatures and member balances.
  • Assist with mail and night deposit transactions as needed.
  • Maintain an up-to-date comprehensive knowledge on all credit union products and services that are handled or promoted by MSRs. Maintain an up-to-date and comprehensive knowledge on all related policies and procedures, rules, and regulations for the MSR area, including robbery procedures.
  • Promote, explain, and cross-sell other credit union services such as consumer loans, IRAs, certificates, debit, credit and gift cards, on-line, mobile and telephone banking and money orders.
  • Receive loan and other payments, and ensure the payments match the balances due. Enter payments into computer and generate member receipts.
  • Place holds on accounts for uncollected funds.
  • Count, check, and package coins and currency.
  • Ensure that the MSR workstation area is clean, clutter free and properly stocked with forms, supplies, brochures, etc.
  • Report malfunctions of MSR computers and other equipment use in the workstation to supervisor.
  • Balance cash, checks, and all items relating to the MSR’s activity in completing monetary and maintenance activity. Follow all cash security guidelines.  Report discrepancies to supervisor.
  • Handle member concerns/issues relating to financial services for complete resolution.
  • Assist with balancing and loading TCD and or TCR.
  • Comply with all federal and NCUA regulations to include, but not limited to Reg CC, Bank Secrecy Act, Reg D, and Truth in Savings.
  • All other duties and responsibilities as assigned.

Education

  • High school diploma or equivalent (GED)

Required Skills / Experience

  • Possess a minimum of 1 year of cash handling experience
  • Desire to work with the public in a fast-paced environment
  • Possess numerical aptitude and intermediate mathematical skills performing calculations involving adding, subtracting, multiplying, and dividing
  • Possess problem solving and decision-making skills to handle member concerns
  • Possess common courtesy and communication skills where limited interpretation of information is required
  • Possess basic proficiency in Windows based programs

Preferred Skills/Experience

  • Prior teller experience
  • Possess previous working experience with cash management and/or accounting

Working Conditions

Physical Demands

  • Possess the ability to stand for up to eight hours per working day.
  • Possess the ability to work a flexible schedule to include occasional after hours as necessary.
  • Be able to lift minimum of 50 lbs. and move coin bags on a regular basis.

Use of Senses

  • Communicating via telephone and in person on frequent basis.
  • Viewing a computer terminal for an extended period while producing documents and conducting research.
  • Listening proactively and responding appropriately.

Mental Demands

  • Extended periods of concentration
  • Analysis and interpretation of complicated information
  • Multiple tasks requiring prioritization of work
  • Attention to detail

Core Values

  • Excellence
  • Honesty, character, and integrity
  • Dignity, respect, and kindness
  • Caring and compassion
  • Productivity and efficiency
  • Ownership

 Service Standards

  • Stand
  • Smile
  • Establish eye contact
  • Shake hands
  • Use the member’s name
  • Ask- How may I help you?
  • Listen carefully and summarize the member needs
  • Organize the transaction sequentially and stay focused
  • Identify additional needs and cross sell services
  • Ask if there is anything else you may be of help with
  • Thank the member for their business
  • Close with “have a nice day”

Note:  Job descriptions are not intended, and should not be constructed to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job.  They are intended to be accurate reflections of those principal job elements essential for making decisions pertaining to compensation.

Revised: 01/13/2020

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