Members First Credit Union

Members First Credit Union

JOB DESCRIPTION

Member Service Representative

(Non-Exempt)

Reports to: Branch Manager

Position Overview: The primary purpose of this position is to assist Members First Credit Union to deliver on its Mission: To make a positive difference in the lives of our members and our community. To achieve this mission, the position must deliver high quality service to both internal and external members.

Major functions:

· Deliver on the Credit Union’s Service Promises in every service situation

· Develop and Maintain an effective level of product knowledge

· Identify members’ financial needs and recommend appropriate Credit Union solutions

· Maintain, operate, and balance a cash drawer daily

Duties/Responsibilities:

· Deliver on the Credit Union’s Service Promises with each service interaction.

— I promise to treat you as an honored guest

— I promise to take responsibility for your request

— I promise to make it easy to do business with us.

— I promise to respond to your requests in a timely manner.

— I promise to identify your needs and suggest a solution that will help you achieve

your financial goals.

— I promise to ensure the security of your financial information.

— I promise to show my appreciation for allowing me to serve you.

— I promise to exceed your expectations at every encounter

Member Service Representative:

· Create opportunities for expanded member relationship by determining the needs for additional product and services and recommend appropriate Credit Union solutions

· Remind delinquent members that their payments are due

· Maintain Sales and Service Performance Expectations

· Process member’s cash and check transactions, to include deposits, withdrawals, check cashing and loan payments.

· Handle inquiries on member’s accounts, statements, and histories.

· Process check orders as needed

· Sell Visa Gift and Travel Cards and cashier’s checks/money orders.

· Collect any fees as required for services.

· Answer phones and handle inquires.

· Process mail as needed

· Assist other departments with clerical duties as required.

General Sales Expectations:

· Successfully use effective Sales Champion skills and behaviors

· Build relationships with current and new members. Offer products and services that will help improve their financial wellbeing.

· Assist with the onboarding process that continues to build relationship with new members.

· Make sure members are being fully served

Other:

· Answer telephones and handle member inquiries

· Process mail as needed

· Attend education functions as required

· Other duties that may be assigned from time to time.

Performance Standards:

· Strive to exceed credit union, department, and personal goals

· Team oriented

· Dependable

· Highly organized

· Produces accurate work results

· Readily keeps others adequately informed

· Presents a professional image

· Maintains a high level of knowledge about credit union philosophy, products and services

Education Requirements:

· Minimum high school graduate or equivalent.

Experience:

· Ability to operate a 10 key calculator and a typewriter

· Six months previous cash handling experience

· Experience operating a personal computer

· Experience with Microsoft Word and Excel

· Ability to communicate with members and other staff – clearly and concisely

· Good working knowledge of all credit union products and service

BSA Compliance:

I received training on the Bank Secrecy Act and Currency Transaction Reporting. I understand the importance of following the steps required of each of these regulations in helping to stop or prevent money laundering and identity theft. I also understand that there are severe monetary penalties for intentionally failing to follow these regulations to both myself and the credit union.

I have received and read a copy of the Bank Secrecy Act Policy, Bank Secrecy Act Procedures and the OFAC Policy from Members First Credit Union. I understand the basics of each of these documents and perform my job duties in compliance with each.

______________________________________ ______________________________________

Name Printed Signature/Date

Employee Acknowledgement:

By signing below, I acknowledge that I have:

· Received a copy of this job description and understand the requirements of this position

· Accepted the “At-Will” nature of my employment, as noted in the personnel manual and understand that this document does not constitute an employment contract.

· Asked any questions I have regarding my responsibilities

______________________________________ ______________________________________

Name Printed Signature/Date

*Education and experience requirements may be waived for Co-op students.

Updated: December, 2015