Member Service Representative I

Department: Member Relations

Reports To: Branch Manager

Classification: Non-Exempt

Language: **Bilingual-Spanish PREFERRED**

About Rogue Credit Union:

Rogue Credit Union is a member-owned, not-for-profit financial cooperative headquartered in the Rogue Valley located in beautiful southern Oregon. Providing services to our members in select Oregon and Idaho counties. We strive to make an impact in the communities we serve by living, giving, and supporting local. Our mission is to provide exceptional member experiences that build mutually beneficial relationships to create the most loyal members in the nation. Here at Rogue, we believe in having a culture of happy team members who feel supported, have the chance to grow their careers, and LOVE where they work!

Role:

Provides Exceptional Experiences by identifying each individual member's unique need in their financial journey. Appropriately recommend products and services utilizing sales skills to identify features and benefits. Proactively ask members for their business to build participation and cross sell products and services based on need. Delivers unsurpassed service that builds long-term member loyalty while effectively assisting with member interactions. Delivers member-focused solutions while supporting Rogue's Vision, Mission, and Values.

Essential Functions & Responsibilities:

40% Build relationships with members utilizing strong service and sales skills to identify needs and make recommendations to partner with them in journey to financial well-being. Understanding of financial products and services. Assist members with their membership, accounts, and lending needs; including but not limited to opening memberships, consumer loans and some account maintenance.

20% Reviews and analyzes member's financial situation with the ability to provide education and solutions that meet the member needs. Understands credit scores and reporting and can adequately navigate them for sales opportunities. Consistently promotes member participation by effectively offering beneficial credit union products and services.

20% Opens new accounts and loans as applicable and prepares documents in a timely manner with the highest level of accuracy and confidentiality. Adheres to compliance requirements and Rogue’s Guideline manual in all aspects of the position.

10% Responds to member requests, questions, and concerns. Takes ownership by finding the appropriate solution with timely follow through. Obtains notary license and demonstrates knowledge of notary guidelines and compliance procedures. Maintains knowledge of credit union products; identifies and utilizes resources for cross sell opportunities.

5% Maintains accuracy and completes tasks timely. Ensures all documents are completed according to processes, procedures, and expectations, while maintaining the highest level of confidentiality.

5% Assists branch team with opening and closing duties, and other departments, as needed. Proactively performs other duties as needed or assigned.

Knowledge & Skills:

Experience: Three years to five years of similar or related experience.

Education: A high school education or GED. Licensed through NMLS while maintaining annual required training.

Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills: Excellent active listening, verbal and written communication skills. Ability to organize well, time manage, and multi-task. Project management skills. Detail oriented. Strong computer and keyboarding skills. Ability to research and is solutions based. Ability to use critical thinking skills, analyze and apply good judgment.

Physical Requirements: Some adjusting or moving objects up to 30 pounds in all directions. Must be able to remain in a stationary position, often standing or sitting for prolonged periods. Repeating motions that may include the wrists, hands and/or fingers while using computer. Communicating with others to exchange information. Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed information through oral communication and make fine discernments in sound. Close and continuous visual acuity to perform activities such as: preparing and analyzing data and figures, transcribing, viewing a computer terminal, and extensive reading.

Work Environment: Normal workday with occasional overtime. Will require working Saturdays and a rotating flexible schedule. Exposed to potentially hazardous conditions, i.e., robbery. Travel to other Rogue Credit Union regions may be required.

Disclaimer:

Rogue Credit Union is a drug free workplace and requires a drug screening test within 48 hours of employment offer.

Rogue Credit Union is an Equal Opportunity Employer and makes employment decisions without regard to race, color, national origin, religion, sex, age, disability, veteran status, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method, please call (541) 622-7295.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.