Member Service Representative (MSR)

Job Description

Job Description

Description:

Role:

Responsible for all aspects of member service, including over-the-counter financial transactions involving cash and negotiable instruments, account maintenance, product orders, telephone service, etc. Maintain demonstrated accuracy in the posting of transactions and the balancing of cash drawer, daily work and branch equipment. Build rapport with members and promote Isabella Community Credit Union (ICCU) products and services. Represent ICCU courteously and professionally in all work-related interactions.

Essential Functions & Responsibilities:

• Assists members with opening and closing accounts, processes transactions, and addresses and resolves member problems, inquiries, or complaints. Refers problems to supervisor as needed, along with recommendations for resolution.
• Identifies opportunities to cross-sell additional products or services to members.
• Confers with members by telephone or in person to provide information about products or services.
• Maintains accurate member account information on computer system and prepares required reports for management.
• Acts as liaison between members and various departments.
• Performs other job related duties as assigned.

Performance Measurements:

Provide informed, prompt, and accurate service to all members and associates by greeting and waiting on members in lobby within three (3) minutes, answering the telephone within three (3) rings, and responding to messages or correspondence within one (1) hour.

Open all accounts, certificates of deposit, and other Credit Union products or services in accordance with federal regulations, ensuring all related forms and documents are completed and filed/scanned in a timely manner.

Carry out assigned duties and responsibilities with minimal errors according to established branch standards.

Actively cross-sell products and services to members to achieve or exceed 100% of all established individual goals and 75% of branch sales goals.

Troubleshoot and resolve member and internal inquiries in a timely and accurate manner, communicating the resolution to affected parties.

Ensure compliance with all applicable Credit Union policies, procedures, and regulations.

Maintain a professional work environment and businesslike appearance.

Experience One month to twelve months of similar or related experience.

Education A high school education or GED.

Interpersonal Skills Work involves contact with persons beyond immediate associates regarding routine matters for the purpose of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information.

Other Skills Working knowledge of principles and processes for providing member and personal services. Actively looks for ways to help people. Communicates information and ideas in speaking so others will understand. Working knowledge of related computer systems and applications.

Physical Requirements

Prolonged periods sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at a time.

Work Environment Fast-paced team environment fostering teamwork with open communication and collaboration