Member Service Representative

Do you want to be a part of a growing credit union that helps members with their financial needs and dreams? Members First Credit Union is looking for a front line individual that will develop and build rewarding relationships with our members. We have an amazing culture at our credit union with a community-like feel among our staff. We will empower you to be the best version of yourself while helping you maintain a positive work/life balance. At MFCU we encourage a better tomorrow by being caring, trustworthy and enthusiastic.  Apply today to become a part of our team!

Position Overview

The primary purpose of this position is to assist Members First Credit Union to deliver on its mission: To encourage a better tomorrow. To achieve this mission, the position must deliver on our brand promise: We believe in you. Our promise is to be trustworthy, caring, and enthusiastic to help you succeed. You will do this by living out our core values in every service contact to both internal and external members.

• Trustworthy
• We deliver excellence through knowledge.
• We can be depended upon to do the right thing.
• We believe in exceeding expectations.
• Caring
• We are committed to encouragement and the power of positivity.
• We respect all people, without judgment.
• We give the best of ourselves when we join together.
• Enthusiastic
• We are hardworking, passionate people.
• We encourage maximizing happiness and fun. 
• We thrive by finding new ways to help.

Essential Duties

• Deliver on the Credit Union’s 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 and Responsibilities

The following statements are intended to describe the general nature and level of work being performed by this position.  It is not intended to be an exhaustive list of all duties, responsibilities and skills required of this position.  Other duties may be assigned to meet business needs.

• 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

• Attend education functions as required
• Other duties that may be assigned from time to time.

Qualifications and Expectations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the expectations of the person performing this job.

• 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
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and /or outside the organization generally regarding routine matters for purposes of giving or obtaining information, which may require some discussion.

Physical Requirements

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to lift up to 25 pounds.
• Able to sit or stand for 2-4 hours at a time.

Work Environment

• Must maintain a neat and orderly work area.
• Routinely clean and disinfect work areas (i.e. teller stations, desk surfaces, phones, electronic equipment).
  • Wipe down teller windows and desk surfaces after every Member and Team Member interaction. If limited or no Member interactions, this practice is to be completed a minimum of twice a day.
  • Wipe down door handles, drive thru canisters, desks, telephones, areas that are often touched by members or team members coming in frequently.
• Sanitize shared spaces such as break rooms, whiteboards, and meeting tables after every use.
• Protect the confidentiality of credit union staff and members by locking door or removing items from desk/workstation when away.

Education and Experience

• Minimum high school graduate or equivalent.
• Ability to operate a 10 key calculator and a typewriter
• Six months previous cash handling experience
• Experience operating a personal computer
• Ability to communicate with members and other staff – clearly and concisely
• Good working knowledge of all credit union products and service
• Skills in Microsoft Word, Excel, and Outlook