Member Service Assistant

Summary

PRIMARY OBJECTIVE OF POSITION

Responsible for establishing new and increasing existing member account relationships through sales and referrals. Serves as an initial sales and service contact for new and existing members.

Provide backup administrative tasks for credit union staff to ensure timely delivery of services to membership and contacts.

Essential Job Functions

SERVICE

• Maintains excellence in delivering member service and exceeding the credit union and department service standards.
• Perform daily responsibilities along with knowledge of opening and closing accounts, debit cards, servicing members, and processing stop payments, wire transfers, placing check orders, processing special instructions on accounts, e-services and performing general file maintenance and researching transactions.
• If applicable, provide access and servicing to safe deposit box for members.
  
  

SALES

• Providing a consultative sales approach to meet our member's financial needs by proactively identifying opportunities to cross-sell and up-sell beneficial products and services.
• Fostering a teamwork attitude to ensure all credit union goals and objectives are achieved.
• Consistently meet or exceed sales goals as set by management by effectively and efficiently cross-selling credit union products and services to both current and potential members.
• Responsible for referring sales opportunities to other lines of business.
• Input loan t applications to include recommendation of loan opportunities and forward to MSR/MSO for decision.
  
  

COMPLIANCE & REGULATIONS

• Maintain accurate data entry regarding member records, maintenance, and transactions; have the ability to find and correct errors.
• Ensure the protection of the credit union’s interest in matters of adequate documentation; includes but not limited to loan, title work, and account packets.
• Adherence to security, internal control procedures, policies and applicable laws and regulations.
• Adhere to mandatory compliance, product, and credit union training.
  
  

All Other Duties As Assigned.

RELATIONSHIPS AND CONTACTS

Reports To: Branch Manager

Contacts: Frequent contact with members and other departments face to face and by telephone.

Qualifications

EDUCATION

Requires a High School Diploma or GED

Experience

One (1) year experience in assessing and meeting member needs, with 6 months of financial/banking/CU experience preferred.

PHYSICAL

Position involves wrist/hand manipulation, restriction to workstation for extended periods of time. May be required to stand for extended periods of time. Vision abilities required by this job include close vision for frequent viewing of computer monitor and review of documents. Communication abilities required by this job incudes clarity in speech and hearing for effective staff/member interaction. Must be flexible and willing to travel or relocate to different branches, as scheduled, or needed.

MENTAL

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must have a strong ability to read and carry out various written instructions and follow oral instructions. Must have a strong ability to speak clearly and deliver information in a logical and understandable sequence. The ability to anticipate member needs, initiate assistance, make recommendations of appropriate products/services. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Equipment Skills

Personal computer with windows environment, ATM/ITM, scanner, and cash advance machine, calculator, copy machine, Debit card imprinter.

The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as detailed description of all work requirements that may be inherent in the job.