Member Services Representative I

Reports to:  Branch Manager, Director of Operations

Purpose:

Serve as a liaison between the member and the credit union.  Responsible for providing account information, interviewing, and opening accounts for new members and professionally handling the member’s daily needs.  Provide a variety of transactions/services to members including loan processing, closing, and disbursal. 

Requirements:

• Work requires knowledge of consumer loan policy, credit granting criteria, interest rates and how they are computed.  Consumer lending and account opening experience preferred. 
• Professional, well-developed interpersonal skills essential for interviewing loan applicants and projecting a positive image as a representative of the credit union.
• Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).
• Work requires sitting for the majority of the day.  Work also requires occasional lifting of up to 35 pound and occasional bending, squatting, reaching and kneeling in order to access credit union records.

Duties and Responsibilities:

1. Represent the credit union to members in a courteous and professional manner and provide prompt, efficient, and accurate service in the processing of transactions.
2. Provide, in person and by telephone, general and specific service related information concerning credit union services or policies.
3. Respond to members’ requests, problems, and complaints and /or direct them to the proper person for specific information and assistance.  
4. Open new accounts and service existing accounts.   Set up new account files and provide members with all necessary information for membership.
5. Handle requests from members for transfers of shares to loan payments, share withdrawals, check requests, line of credit advances, and any other request received from members.
6. Conduct orientation interviews on credit union services and programs with each new credit union member.
7. Promote credit union products and services based on member needs that are obtained from member interviews.  Actively cross sell products/services.
8. Up to date and comprehensive knowledge on all credit union products and services that are handled or promoted by Member Service Representatives.  Up to date and comprehensive knowledge on all related policies and procedures, rules and regulations.
9. Provide information on investment alternatives to members wishing to deposit funds with the credit union.
10. Research accounts for deposit, withdrawal, and loan payment discrepancies.
11. Assist members in balancing their accounts.
12. Assist members in opening individual retirement accounts and certificates.
13. Process loans and visa applications.