Hybrid Member Services Representative (Melbourne-Wickham)

The Hybrid Member Services Representative (HMSR) provides support and service to the members of the credit union by performing both teller and Member Services Representative (MSR) duties. The incumbent delivers high-quality member service, listens to members’ requests, and uncovers member’s needs to offers appropriate solutions. In addition, the incumbent performs teller duties to ensure the lobby traffic is managed appropriately and members are serviced in a timely manner. The Hybrid MSR is flexible and acts in a universal capacity based on the needs of the branch. The incumbent is system and process savvy and adheres to all Launch policies and procedures. The Hybrid MSR is adept at engaging in conversations with members to identify financial needs, make recommendations, open accounts/loans, and process transactions.

Hybrid Teller Primary Responsibilities and Duties

1. Processes a variety of transactions (i.e., deposits, withdrawals, transfers, loan payments, check cashing, buys and sells cash etc.).
2. Examines checks for validity and processes them through Teller Capture. Determines and places applicable holds on checks in accordance with Reg. CC. Reviews alerts placed on member records and responds accordingly.
3. Balances cash drawer and checks daily. Accurately accounts for all cash and monetary instruments.
4. Verifies the member’s identity and communicates with members according to service standards.
5. Educates members on credit union products and services. Identifies member needs for additional products/services and refers them to branch representatives. Meets production goals.
6. Resolves member issues promptly and professionally.
7. Maintains the highest level of confidentiality with all information obtained.
8. Monitors the member-tracking system and assists members in timely manner.
9. Contacts Collections regarding member payments.
10. Follows and ensures compliance with all operational procedures that are required to maintain accuracy, manage risk, prevent fraud, and protect members.

Hybrid MSR Primary Responsibilities and Duties

1. Identifies member needs and recommends appropriate products and services to members using credit reports and member information. Offers debt protection products (e.g., GAP Insurance, Credit Life and Disability, etc.) to members. Meets production expectations.
2. Conducts consumer loan interviews and sends application to loan underwriting for review and approval. Follows-up to determine the status of the loan. Disburses loan proceeds to the member.
3. Ensures member meets credit union membership eligibility requirements.
4. Assists members with various services, to include opening and closings accounts (personal and business), updates to existing accounts, safe deposit boxes, plastic cards, disputes/fraud, stop payment orders, wire transfers, loans, etc. Places outbound calls to members for the purpose of relationship deepening.
5. Assists members with credit union Digital Services products and services including troubleshooting issues.
6. Ensures documents are completed accurately and saved to the credit union’s optical system.

1. Follows all Launch Credit Union policies and procedures.
2. Assists Member Services with scanning documents into the optical system. Prints Membership Cards and processes check orders.
3. Completes the End of Day balance sheet and ensures the branch balances with the Accounting Department. Sorts the daily work for the branch.
4. Maintains a professional and courteous attitude with all people, including fellow employees, members, management staff, board members and vendors.
5. Develops, maintains, and demonstrates a working knowledge of credit union loan and member service standards, policies, procedures, and applicable state and federal regulations.
6. Processes and balances the ATM and night deposit transactions.
7. Prepares coin bags to ship to Brinks.
8. May notarize documents for members.
9. May assist with branch audits.
10. Participates in community and marketing events.
11. Refers members to Investment Services partner as needed.
12. Follows and complies with all Launch Credit Union policies and procedures.
13. Completes all compliance training on time.
14. Attends meetings and training sessions as required
15. Performs other duties as assigned.

None

1. Minimum of three years of customer service experience, preferably in a credit union or bank.
2. Minimum of one year experience in identifying customer needs and offering technical and sophisticated products/services to meet those needs. Experience must include working in a production driven environment subject to individual performance/production goals.
3. A high school education or GED.
4. Ability to obtain an NMLS (Nationwide Mortgage Licensing System & Registry) license is required.
5. Displays courtesy, tact, and diplomacy during personal contact with others inside and/or outside of the organization for purposes of giving or obtaining information. Strong written and interpersonal skills.
6. Must have excellent communication skills. Ability to build rapport and establish trust and confidence with members.
7. Detail oriented, organized, accurate and cash handling, able to work under pressure, ability to adapt to change, and problem-solving skills. Good judgment and decision-making skills.
8. Must be knowledgeable or ability to quickly learn the credit union products, services, policies, and procedures, including the various types of loan products and digital services. Ability to learn and understand the documentation that is required for each loan and how to read a credit report.
9. Must be knowledgeable or ability to quickly learn and understand the applicable regulations (i.e., Reg B, D, Z, CC, BSA, TISA, etc.).
10. Must be proficient with the use of computers. Ability to quickly learn software applications, multiple programs, and systems.