Member Services Representative II - Rosedale

Job Title

Assist customers with opening a wide variety of products and services. Advise as to how best utilize company products and services in order to meet personal financial goals and provide the highest quality customer service. Takes loan and member service product applications. Responsible for accurate and timely loan reviews. Will work closely with loan officers and be compliant with federal and state laws and regulations as well as with the company's internal policies and procedures.

Demonstrates a highly motivated, positive, outgoing, influential personality with a strong emphasis on sales and results orientation to ensure the credit union maximizes lending and sales opportunities with members who apply for credit over the phone. Consistently demonstrates the ability to think independently, by effectively responding to each individual member's unique situation. Commands a thorough knowledge of the lending process from application to closing to ensure maximum funding rates. Is fully knowledgeable of all credit union products and services and is able to confidently offer appropriate solutions to fit member need. Is able to clearly and effectively communicate with members and all levels of staff in oral and written form and is proficient with applicable technology. Perform teller duties.

Responsibilities and Duties

• Views situations from the member's perspective to effectively respond to their needs and concerns; often going beyond the initial need or expressed concern of the member. Follows up to make sure the member's expectations have been met or exceeded. Explains recommendations, products and services in ways members can easily understand. Demonstrates patience, respect and empathy when dealing with difficult members or their complaints.
• Open various new accounts, process necessary information and educate the customers as to services/products available as a result. (For example, Visa check card, online banking, automated teller, etc.) Responsible for cross selling credit union services.
• Assist with wide variety of customer services including open/close shared certificates, maintain safe deposit boxes, assist customers with checkbooks, process credit card/loan applications for customer, manages outgoing wires, solve fraud issues, notary, close accounts, etc.
• Explain and expedite the opening, closing, transfer, and rollover of IRA certificates. Assist customers with opening CDs and educate customers as to penalties, earnings, etc. Set up auto transfers and sign up customers for ACH transfers and wires.
• Use every customer contact as an opportunity to advise customer about additional services or programs that might benefit them.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Qualifications and Skills

• Two to five years of similar or related experience, including time spent in preparatory positions.
• High school degree or GED required.