Member Services Representative / Teller I

Description

The Member Services Representative/Teller I provides superior customer service through a variety of member service functions including processing account and loan transactions. This role proactively cross-sells the Credit Union's products and services. In addition, responds to questions, provides information upon request from members (internal and external) and engages so they understand and utilize the available products and services. Other duties include, assists with the end of day balancing, identifies MSR/Teller differences, and verifies cash totals. This position serves as a positive model to and supports new MSR/Tellers and may be required to occasionally work at other TFCU locations.

Location: DOT Branch or FAA Branch

Reports To: Branch Manager

Classification: Non-Exempt

Key Responsibilities:

Customer Service

• Assists members with opening and closing accounts, answers questions about products and services, and resolves problems that are within their authority to resolve.
• Interviews loan applicants, processes loan applications and disburses funds.
• Refers problems that are beyond their authority to their supervisor, along with their recommendations.
• Greets members and others entering the branch and determines how they may be assisted.
• Provides prompt, accurate, courteous, friendly, timely and professional service to all members.
• Serves as the 1st member contact while working the Greeter's station.
• Educate new and existing members on products and services provided by TFCU.

Transaction Processing

• Receives and processes member financial transactions, including deposits, withdrawals and loan payments.
• Sells money orders and travelers checks to members; transfers funds from members accounts as directed.
• Maintains accurate count, records, and secure control of cash and other negotiable instruments.
• Processes member transactions accurately and efficiently with minimal errors.
• Assists with daily balancing of the VISA instant issue program.

Product Knowledge & Cross-Selling

• Develop and improve knowledge and skills in Member Services areas.
• Identifies cross-selling opportunities and cross-sells products and services to members.
• Educate members on the benefits of TFCU including online services and recommend products or services that fits their needs.

Regulations & Compliance

• Ensures that appropriate records are maintained and required reports are prepared. Maintain confidentiality of account and member information, monitors, assembles, and restocks all branch supplies and forms (Truth & Savings disclosures, brochures, new member packets, deposit slips, etc.)
• Adheres to credit union policies and procedures; stays knowledgeable of and complies with applicable laws and regulations, including BSA/AML and OFAC.

Other Duties

• Acts as liaison between members and various organizations and departments.
• Performs other related duties as assigned by management; assist at other branch locations when requested.
• Maintains a professional work environment and businesslike appearance
• Supports upper management in achieving goals established in the business plan.
• Performs other duties as assigned.

Requirements

Knowledge, Skills, and Abilities:

Experience

• Six months to one year of similar or related experience.

Education

• A high school education or GED.

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/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.

Other Skills

• Must have good communication skills (verbal and written). Proficient in using general office equipment such as computers, copiers/scanners, and calculators. Be accrurate and attention to details.
• Notary public preferred

Other Requirements:

Physical Requirements

• While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Occasionally lift and move objects weighing up to 20 pounds. Vision abilities required by this job include close vision.

Work Environment

• While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job. Includes both a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, and local travel, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards.

This list of duties and responsibilities is not intended to be all-inclusive and can be expanded to include other duties or responsibilities that management deems necessary.

EOE M/F/D/V