Member Services Representative III - Norwalk, United States - HR Pals LLC

Description

Reports To: Branch Manager
Directly Supervises: None

Location Status: On-Site

Job Summary:
Contribute to the Credit Union's key results and critical measures by displaying personal accountability in aligning job responsibilities with the organizations core purpose, core values, goals and objectives. Under general supervision and in accordance with Credit Union policies and procedures, this role is responsible for building member relationships through individual efforts at educating and advising members about the company products and services. Additionally, a variety of direct member contact functions are performed to effectively meet the needs of members, including but not limited to: providing quality member service, demonstrating ability to identify opportunities and needs to effectively cross-sell products and services, opening and closing of all membership and account types, processing and funding of consumer loan applications, performing account maintenance services, and troubleshooting complex account matters, while ensuring to maintain confidentiality and security of member information. This position is comparable to that of an advanced new accounts representative and consumer loan processor; including duties and essential responsibilities outlined in the MSR I and MSR II job description.

Essential job duties:

1. Support the mission vision and values of the Credit Union.
2. Meet and/or exceed individual cross-sell or sales goals, objectives, and service standards as established by the Credit Union.
3. Support the achievement of branch goals as established by the Credit Union.
4. Adhere to policies, procedures, compliance, safety, and security as they relate to the job and work assignments.
5. Maintain knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.
6. Responsible for building member relationships which meet the expectations for members and standards for excellent member service and work performance.
7. Actively take an interest in members' financial lives to assist in identifying opportunities and needs to effectively align with, or cross sell products and services that meet member needs.
8. Actively promote marketing campaigns and promotions by educating members of their benefits and value.
9. Engage in follow up communication with regard to new account relationships, other service requests, and ancillary services offered by the Credit Union.
10. Responsible for tasks associated with providing excellent service to members.
11. Accurately present information and perform tasks associated with opening and closing all membership and account types, and ancillary services offered by the Credit Union.
12. Accurately present information and perform tasks associated with the processing and funding of consumer loans offered by the Credit Union.
13. Accurately perform monetary and fine maintenance transactions, such as deposits, withdrawals, payments, advances, wire requests, and account record changes.
14. Actively resolve members' requests, inquiries, questions, or problems in a timely and professional manner.
15. Engage in assisting and troubleshooting complex account matters, such as less routine account and fraud situations, complex IRA scenarios, Powers of Attorney, trust account matters, and other less routine or complex inquiries and requests.
16. Actively follow up on new and pending accounts and applications.
17. Actively maintain control and responsibility for cash drawer and specified limits, balancing, and securing negotiables and drawer on a daily basis.
18. May perform other essential job duties of a Member Service Representative I or II (MSR I or MSR II) on a limited or regular basis as necessary.
19. Perform clerical or administrative tasks that support the operation of the branch.
20. Serve in a dual control capacity for operational tasks to ensure adequate controls are maintained where appropriate. Dual control can be associated with card issuance systems, branch opening, branch closing, cash counts, cash and negotiable instrument controls.
21. Promptly and accurately complete required reports and records, such as time card recordings, branch balancing reports, branch logs, and manual report tracking.
22. Prepare documents and legal files for filing, scanning, or archiving.
23. Based on branch needs, may be trained to assume Vault Custodian duties and perform related tasks.

Non-essential job duties:

1. Other duties, tasks and assignments as delegated from time-to-time.
2. Within the employee's scope of authority, may provide support or assistance to co-workers, such as training employees in job related tasks, or providing approval or override support.
3. Overtime hours may be required from time-to-time.
4. Keep manager informed of area activities, problems, or potential problems.
5. Participate in development and learning to increase knowledge and skills.
6. Display initiative through proactive involvement, self-improvement, and by taking advantage of opportunities.
7. May be cross-trained or certified in other areas of responsibilities.
8. May serve as a lead employee for the branch, such as assist with oversight in the absence of the Branch Manager or Operations Officer.
9. May be cross trained and certified in providing limited assistance with wealth management inquiries.

Minimum Qualifications:

Education
High School diploma, GED, or equivalent experience. Two-year college degree or equivalent preferred, or completion of a specialized coursework at a business or trade school.

Experience
A minimum of four years' experience as a Member Service Representative at a full-service financial institution or experience in a related position in a related field. Proven success at exceeding goals and/or sales expectations. Prior cash handling experience strongly desired.

Knowledge, Skills & Abilities

• Possess excellent customer service and sales skills.
• Possess excellent communication skills both verbally and written.
• Possess thorough knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.
• Possess thorough knowledge of regulations applicable to essential responsibilities.
• Ability to read, speak, and write clearly to convey information in a courteous and effective manner.
• Possess excellent interpersonal skills to communicate and represent the Credit Union positively with members, co-workers, and management. A significant level of trust and diplomacy required, in addition to courtesy and tact.
• Possess strong problem-solving skills to effectively research, investigate, or offer solutions to issues that are more complex and difficult in nature.
• Work requires analytical ability, judgment and ingenuity. A moderate amount of discretion is available to perform the job.
• Pays close attention to detail, ensuring accuracy and completeness of work output.
• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusion or approaches to complex problems.
• Excellent organization, planning, and follow-up skills.
• Able to follow directions, utilizing sound and moderate decision making skills.
• Flexible and adaptable to change.
• Able to handle multiple tasks, responsibilities and/or projects.
• Ability to resolve inter-personal conflict and miscommunications.
• Solid math skills.
• Knowledge of how to use a personal computer and MS Office products on a daily basis (Word, Excel, Outlook).

Equal Opportunity Employer

Our client acknowledges that equal opportunity for all persons is a fundamental human
value. Each employee and applicant will be considered on the basis of individual ability and merit, without regard to race, color, religion, age, sex, sexual orientation, gender identity, gender expression, pregnancy, national origin, marital status, physical disability, mental disability, medical condition, genetic information, protected military or veteran status, or any other characteristics.

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