Member Service Representative II

Member Service Representative II Department: Retail FLSA: Non-Exempt EEO: Administrative Support Worker Salary Grade: 6 Salary Range: $43,680-$53,360-$62,830 Position Reports To: Branch Manager SUPERVISORY POSITION: No People Vision: Our people create an environment that produces genuine empathy and feelings of care and concern for a better future and personal well-being to make us the only choice in the communities we serve… “Changing lives, because we care.
” POSITION PURPOSE: The MSR II is responsible for enthusiastically performing a variety of member services such as opening and closing accounts, renewing certificate accounts, and assisting members with bookkeeping, checking account problems and input/fund loan applications.
MSR II will provide answers to member questions regarding Credit Union services and products as well as perform a variety of account maintenance tasks.
Cross sells products and services; supports co-workers with daily workflow, fluctuations and clerical functions as required.
The MSR II connects members to “subject matter expects” with questions, concerns, or problems as they arise.
MSR II is a contributor to the team and works collaboratively to ensure continual process improvement while providing extraordinary member service that aligns with SUN’s vison and strategy.
ESSENTIAL FUNCTIONS AND BASIC DUTIES Enthusiastically presents and explains Credit Union services and products to members to assist and support their financial needs.
Continuously keeps members informed of services and policies.
Ensures members’ information is complete and accurate.
Actively and professionally cross sells Credit Union services and products while building member financial relationships.
Resolve member requests and issues promptly, courteously, and professionally.
Opens and closes accounts, rents safety deposit boxes, orders checks and other miscellaneous member account maintenance.
Completes members direct deposit payroll forms and authorization forms.
Sets up distributions as requested and ensures that distributions take place.
Answers questions and resolves problems by listening and determining solutions, collecting data, securing answers and reporting results to the inquiring party.
Processes stop payment orders and provides follow-up.
Reviews and updates certificate and club accounts.
Maintains IRA accounts and answers questions regarding IRAs.
Receives, inputs and funds loan applications.
Assists with ATM daily balancing and bi-weekly swaps.
Ensures compliance with BSA Rules & Regulations.
Completes Currency Transaction Reports (CTR) when required.
Ensures that all Currency Transaction Reports are processed in a timely manner.
Obtain BSA training annually.
Completes the Business CTR Exemption Statement Form when required.
Reports any unusual suspicious activity to the Branch/Assistant Manager for further review.
Completes verifications (Chex Systems and Credit Report), prior to establishing a new account.
Reports positive matches of OFAC to the Branch Manager and BSA Compliance Officer immediately.
May perform supervisory functions in support of branch needs.
PERFORMANCE MEASUREMENTS Member services functions efficiently and accurately completed in accordance with established policies, standards, and security procedures.
Good business relations exist with members.
Member problems or questions are courteously and promptly resolved.
Assistance provided to members with bookkeeping and checking account problems.
Required reports and records are accurate, complete, and timely.
QUALIFICATIONS Education/Certification: High school graduate or equivalent, some college preferred.
Required Knowledge: Knowledge and ability to provide extraordinary member services.
Ability to support members bookkeeping issues and concerns.
Passion and empathy for people.
Experience Required: One to three years of experience as a Member Service Representative I.
Skills/Abilities: Excellent communication skills Solution oriented attitude, “Getting to Yes” Embraces and demonstrates the SUN Vision Ability to operate modern business applications and equipment.
Solid math and bookkeeping skills.
WORKING CONDITIONS No hazardous or significantly unpleasant conditions (such as found in a typical office).
INTENT AND FUNCTION OF JOB DESCRIPTIONS Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected.
They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions.
Well constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.
Peripheral tasks, only incidentally related to each position, have been excluded.
Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.
In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.
Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.
However, no accommodation will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts.
The organization maintains its status as an at-will employer.
Employees can be terminated for any reason not prohibited by law.