Member Service Representative - Alamance County

Purpose of the Job

The Member Service Representative I is responsible for serving Truliant member-owners by accurately and efficiently performing financial transactions while providing every member-owner with an exceptional service experience. The Member Service Representative I works in a fast-paced and upbeat team environment that requires multitasking. The employee must engage in conversations with member-owners in order to identify, understand, and communicate ways that Truliant might help improve their financial lives.

Essential Functions and Responsibilities

1. Accurately and efficiently processes transactions for members to help them manage their finances. Resolves discrepancies within allotted time as required.
2. Creates an environment where members feel welcome and rapport can be established.
3. Ensures consistent adherence to Credit Union member service standards throughout every member-owner interaction, including basic problem resolution.
4. Engages members in conversation to learn about their most important financial needs and goals.
5. Educates members on the various products and services available to meet their financial goals or refers them to the appropriate Specialist.
6. Proactively assists member by finding ways to make financial services more convenient for them. This includes educating members on the various technological tools available to them to improve their banking experience.
7. Utilizes member relationship tools to record interactions.
8. Understands and individually contributes to the execution of the MFC's service and sales goals.
9. Maintains integrity and confidentiality when handling members' accounts.
10. Ensures compliance with all internal controls and established policies and procedures. Follows all security and fraud prevention requirements in order to protect the Credit Union and members.
11. Researches and resolves minor account issues.
12. Demonstrates a willingness to adapt to changing business needs and deadlines.
13. Appropriately uses cash machines, to include ATM and cash dispensers.
14. Performs specialized tasks such as cash advances, official checks, foreign drafts, etc.
15. Makes outbound service calls to member-owners
16. Utilizes systems to set appointments for members and to log-in members for service.

1. Assists with other tasks and projects as assigned.

• Must have sound understanding of standard concepts, practices, procedures, regulations and compliance within the financial services environment
• Must have excellent communication skills in English, both verbal and written
• Strong interpersonal skills required
• Previous sales experience preferred
• Must have good arithmetic skills
• Must have advanced personal computer skills
• Must have ability to understand all business processes within the Credit Union
• Must be detail oriented and well organized
• Must be able to work in a general office environment
• Must be flexible and able to shift resources and priorities as required
• Must be able to complete all assignments with minimal supervision
• Must have ability to work well under pressure in a goal oriented environment
• Must possess a strong commitment to providing excellent service to Truliant's members

• Frequent standing, walking, and bending required
• Must be able to sit for occasional periods of time and use a computer
• Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds

• High School Diploma or equivalent required
• A minimum of 1 year related experience in the retail industry or financial services preferred