Member Service Representative (Full-Time)

Job Title: Member Service Representative (MSR)
Department: Retail
Reports To: Chief Operations Officer
FLSA Status: Non-Exempt
Prepared By: Human Resources Department
Prepared Date: January 28, 2025

SCOPE

The Full Time MSR position is part of the credit union’s Operations department and will report directly to the COO. The primary responsibilities of this position are to help service Members with the paying and receiving functions of the credit union, deepen member relationships and attract additional members. This position is responsible for taking deposits, withdrawals, and transfers for members as well as opening new deposit accounts, including IRAs, cash checks, and the like.

This position will also provide support for loan products, selling additional products to members and prospects and supporting the overall sales efforts of the credit union. This position will also process paid loans including releasing of titles when applicable.

In addition, the MSR is responsible for balancing the cash, staying within drawer limits, understanding related compliance regulations related to applicable credit union services.

ACCOUNTABILITIES

Member Service: 60%

Perform paying and receiving functions for members. This will include taking deposits, withdrawals, and transfers from members. Additionally, the MSR may sell Official or Cashiers’ checks, and help members with additional related services.

Understand and comply with the related laws and compliance regulations that pertain. Examples include credit union secrecy act, privacy, and funds availability policy.

Provide a high level of member service. This includes understanding member needs, as well as understanding the credit union products offered.

Support members with maintenance questions concerning their accounts. This will include address changes, check orders and the like.

Deposit Accounts: 30%

Assist walk-in members with their new account needs. This will include checking, savings, certificates, IRA’s and the like. Understand a thorough knowledge of products the credit union offers and can explain the value of those products to members.

Assist walk-in and phone members with problems or service issues related to their account(s) and/or debit and ATM cards.

Support the overall branch sales effort. Direct sales goals may be established by management for such items as new member accounts, checking accounts, loan steals, GAP protection, direct deposit, internet banking or referrals for other credit union products.

Participate as part of various retail product campaigns the credit union initiates.

Other: 10%

Process night deposits to include recording items and verifying currency.

As part of the overall team of credit union employees, this position may be requested to assist in the support of other credit union activities.

COMPETENCIES

Adaptability:
Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations.

Attention to Detail:
Regard for important details to assure accuracy in every transaction performed; detect errors; follow through on corrections and details.

Change Management:
Must embrace change and see change as opportunity. Must be willing to express and support management’s ideas to affected staff.

Member Orientation:
Respond sensitively to the needs and priorities of the member; recognize and take appropriate action to meet their needs; establish an effective working relationship with members to gain their respect and loyalty.

Oral Communication:
The ability to express thoughts and ideas in a clear and concise manner to a variety of audiences.

Professionalism:
Project a positive image of the credit union to all internal and external members.

Retail Sales:
Must understand the role of sales and member service in a community credit union environment. Must be able to discover member needs and be able to obtain new member accounts.

EDUCATION AND PREFERRED REQUIREMENTS
Prefer a high school degree or equivalent. One to two years’ experience in a related position.
This job requires skills needed in a typical office environment. This includes computer skills, communication skills, as well as utilization of office equipment. Must have the dexterity to count money. Must have 2 years of banking exerience.

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 this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, or crouch. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and depth perception.
Must be willing to work more than 40 hours per week and on some weekends as required.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and outside weather conditions. The noise level in the work environment is usually moderate.

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The above statements are intended to describe the general nature and level of work being performed by the person assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Further, this job description is not intended to limit or in any way modify the right of any supervisor to assign, direct and control the work of any employee under his/her supervision. I further understand that employment is at the will of the employer and either the employer or the employee may at any time terminate the employment with or without cause. I further understand that no representations, promises or commitments made by supervisors or other company representatives relating to this position or duration of employment are binding on the company.

Acknowledgement:
I have read and I understand this job description. I confirm that I can perform the duties as stated for this position. (If applicable) I request accommodation to enable me to perform the function

Job Description subject to change at any time at the discretion of management.

Email your resume to

INFO@RECU.ORG