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Position SummaryThe primary duties/responsibilities of the Member Service Representative (MSR) include quality, responsive, and professional member service to all members and staff of the UICCU in daily transactions and inquiries. Provides information and/or answers to questions regarding transactions and all Credit Union products and services. This position is the front line to our members and the face of the credit union. Service starts with this key role and they are our service champions. Essential Duties and ResponsibilitiesPerforms essential duties and responsibilities in the following areas which may include, but are not limited to those listed and are subject to change:
Adheres to the Credit Union's core values in serving with truth, trust, mentoring, openness, risk-taking, communication, giving credit, integrity, caring, and respect in carrying out the UICCU's mission and vision.
Promotes and implements the values of the branch. The qualified candidate will be member focused, show excellence and accuracy in all of their work, demonstrate integrity, share one vision through team work, continually look for improvement, openly mentor others and respect others.
The MUST philosophy:
Make eye contact;
Use their name or acknowledge their presence;
Smile!
Thank them for their business.
Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
Demonstrates a positive member service (internal and external) focus at all times.
Ensures confidentiality of member account records and account information. Request identification whenever necessary and provide account information to only those members listed as primary or joint owners.
Answers member questions or refer members to appropriate departments or supervisors.
Assists with member account discrepancies, statement problems, and complaints.
Performs member transactions including; deposits, withdrawals, transfers, check cashing, loan payments, credit card payments, cash advances, bond redemptions, disbursement of official checks, sale of money orders, cashier checks, savings bonds, and promotional sales materials.
Maintains a satisfactory balancing record.
Educates members and staff of the features and benefits of all of our products and services.
Refers products and services that benefit members in an effort to achieve team goals.
Provides assistance in training new employees.
Accepts and examines checks for endorsements and negotiability. Determine availability of funds based on regulations and policy. Place holds on accounts for uncollected funds when necessary, provide member with the proper documentation.
Operates drive-up equipment such as tubes, drawer, and microphone.
Operates imaging equipment and balance outgoing image files on a daily basis.
Processes mail and night deposit transactions.
Completes all forms including: negotiable instrument logs, vault cash advances/turn-ins, direct deposit, payroll deduction, and member check orders.
Participates in all day-end closing procedures. Secure and balance cash drawer/key and all negotiable instruments, clean the MSR area and turn off all equipment (computers, copier, adding machines, lights).
Plays a vital role in enriching the community by participating in community service organizations and/or Credit Union sponsored events on an annual basis.
Administrative Duties and Responsibilities:
Attend to phones in MSR area and answer basic membership calls;
Perform clerical work such as filing;
Maintain professional correspondence with members;
Maintain and update member information on the computer system, such as address, phone number, and employment information.
MSRs may also be responsible for the following duties, as assigned:
Acts as a leader; assist other MSRs as a mentor and role model.
Assists MSRs with daily work including balancing and reconciliation of offages.
Monitors and manage the vault including cash disbursements, balancing, and end of day lock-up. Ensure that sufficient, but not excessive, funds are on hand at all times.
Ensures the completion of day-end procedures including securing the vault, daily cash letter, and distribution of work to appropriate Credit Union personnel and departments.
Assists in security procedures. Has access to and is accountable for office keys and combinations.
Balances, maintains, and corrects the coin machine. Prepares and tags coin bag deposits and post to the appropriate GLs.
Job Requirements/Expectations
Interpersonal skills to represent the Credit Union in a positive way during member contact.
High energy with the ability to approach individuals to engage in conversation, build rapport, establish and maintain member loyalty.
Thorough knowledge of deposit products and regulations.
Accuracy in the handling of cash, recording daily transactions, and attention to detail.
Good oral communication skills and the ability to produce written communication.
Ability to follow oral and written instructions.
Good telephone manners and techniques.
Ability to use and understand written material.
Ability to work with minimal direction and exercise sound judgment.
Ability to perform basic math calculations.
Member account problem-solving skills.
Proficiency with related computer applications, spreadsheets, word processing, and database applications.
Ability to develop and maintain effective working relationships with co-workers.
High school diploma or the equivalent (i.e. GED).
Cash handling, sales, and customer service experience desired.
Must be bondable.
Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand.
Conduct yourself in a professional manner at all times.
Must be available to work every Friday and Saturday. Additional hours will vary by branch.
Reporting RelationshipReports to the Vice President/Branch Sales & Service Managers as assigned.Supervisory ResponsibilitiesThis position is not responsible for the supervision of other employees.Equal Opportunity Employment StatementThe UICCU is an EEO/AA Employer. M/F/Veteran/Disability. We strongly encourage minorities, veterans, and individuals with disabilities to apply for openings with the credit union.Connect With Us!ID2019-2078CategoryRetailEmployment ClassificationRegular Part-Time
