Member Service Representative

Want to be part of an organization that makes a difference? Come join our team!

Position Summary:

• Engage members and prospective members in conversations about their banking and financial needs and recommend appropriate solutions, including referrals to Credit Union Financial Advisors, Mortgage Loan Officers, and Commercial Services.
• Process cash and check withdrawals, account-to-account transfers, and share deposits. Process cashier check and Money Order purchases and VISA cash advances.
• Process loan and mortgage payments.
• Provide members with account status, including current balances and loan pay-offs, and other information as needed. Update member contact information, identification, and other data as appropriate.
• Debit and credit members' Co-op Points, as necessary. Assist members in determining how to best utilize Co-op Points. Charge fees incurred by members to the appropriate general ledger.
• Account for all money in individual cash drawer and balance transactions daily. Ensure balancing of cash drawer is completed whenever applicable.
• Account for all money transacted, complete cash moves and balance as necessary. Assist in trouble-shooting cash recycler errors and escalate issues to management when applicable.
• Uncover other financial needs of the member, fulfilling the member's request as applicable or referring the member to the appropriate employee. Educate members on convenience options such as mobile, online banking, eStatements, mobile capture, eReceipts, and other digital services as appropriate.
• Provide members with proper receipts for deposits, payments, transfers, etc. with a focus on eReceipts.
• Provide members with additional services, requesting the help of an MSS or Supervisor as needed, such as opening additional shares and TDs, unlocking OLB, setting up automatic loan payments and nonmember check cashing profiles.
• Provide 'Instant Issue' debit cards upon member's request.
• Order checks, debit cards and commercial bags. Place stop payments on personal and cashier's checks, as necessary.
• MSRs will assist staff with cash transfers to and from the vault throughout the day, including cash exchange for recyclers and requests for rolled coin.
• Responsible for vault combinations in the dual control security procedure, as assigned. MSRs close the building select nights each week.
• Accurately complete Currency Transaction Reports (CTRs) and Unusual Activity Reports (UARs).
• Report all suspicious activity to the BSA Officer.
• Accurately complete Monetary Instrument Logs for the cash purchase of Cashier's Checks, and Money Orders.
• May be required to work in other departments/locations within the Credit Union in positions for which the employee has previous experience or sufficient training, in order to maintain high levels of service to members.
• Perform other similar duties as requested or assigned by supervisor.

Hours: Full-time, 34.25 hours/week, Mon-Thurs 8:45am-4:00pm and Fridays 8:45am-4:30pm

(+ Rotating Saturdays at Hadley branch 9am-12pm)

Reports to: UMA Branch Manager

Grade NE5: Min: $16.38 - Mid: $20.48 - Max: $24.58

High School Diploma; 2 to 5 years of experience in a customer service or sales position with experience assisting and recommending products and services to better enhance the customers' overall well-being preferred; demonstrated cross-selling ability; excellent member service skills; and excellent computer skills, including Word, web, and Excel, as well as experience using mobile devices, tablets, etc. Previous experience working as a Teller desired.