Address
SalaryJob title
Member Service Associate
Reports to
Branch Manager
Job purpose
In accordance with prescribed methods and operating policies and established practice, provides a variety of Member Service functions including presenting and explaining Credit Union products and services to prospective and current members, assisting them in utilizing these products and services and assists members in resolving account related problems. Requires multi-tasking skills, a high level of customer service and the ability to communicate effectively with prospective and current members to represent the Credit Union in a positive and professional manner
Duties and responsibilities
- Be attentive to presence and greet members in the lobby. Daily face-to-face interaction with members and potential members.
- Responds to member inquiries regarding the operations of accounts, access to services, resolving account discrepancies, balancing and reconciling, adding or reducing service features on various accounts, statement questions, and assisting members to make the most effective usage of service offerings.
- Ability to process a needs assessment of all members so as to introduce and explain available Credit Union products and services to members and potential members.
- Process loan applications for members in person, by fax, mail, and e-mail for all types of consumer loans. Answer members’ questions regarding rates and loan requirements. Review all loan applications for completeness and required documentation. Contact members for missing information. Input and process loans through provider software.
- Prepare checks and lien documents in the issuance and preparation of loans.
- Prepare closing documents and issuing loans to the members placing an emphasis on accuracy and payment protection.
- Open all types of accounts including savings, checking, IRA, Certificates of Deposit, special savings accounts, investment accounts, automated service programs. Distribute necessary literature.
- Open and process special accounts, such as Estate Accounts, Trust Accounts and handle Deceased Accounts.
- Provide information on automated services programs and explain the services. Online banking and bill payment enrollment and administration. Assist members as necessary.
- Monitor online Communications Center and researches/responds to member inquiries or processes requested transactions/services following Credit Union guidelines and procedures
- Perform monetary transactions for members as needed including deposits, withdrawals, loan payments, transfers and check cashing through use of Credit Union software and Cash Dispensing Machines (CDMs).
- Opens and closes CDM terminal, accounts for cash assigned, received, and disbursed. Accurately balances to CDM Terminal Close Report and remits daily work to the Senior Teller for disposition.
- Administer safe deposit box program and coordinate documentation, set up, and assignment of boxes to members and assist members when necessary.
- Assist with coin machine. Responsible for maintenance and problem resolutions.
- Cross-sell all Credit Union products and services as opportunities arise.
- Provide information on the Visa Check and ATM programs and explain the services. Enroll members in the programs. Input data according to procedure. Order and/or repin cards.
- Answer incoming calls and assist members over the telephone.
- Prepare correspondence to members as necessary.
- Provides one or more of the following services for members, in person (lobby or drive-thru), by telephone, by mail, or by receipt through the night depository:
- Processes deposits to share, share draft, and other savings accounts.
- Disburses cash or check withdrawals and cash checks.
- Provides money orders, Visa gift cards, Visa cash advances.
- Receives and posts loan payments and service charge payments for services.
- Processes transfers between accounts as required.
- Redeems US Savings Bonds.
- Process return deposit items.
- Sort, Run, and deposit bulk coin.
- Assist with and refer member questions to the appropriate area.
- Complies with security procedures regarding account transactions, dual controls, and branch operations.
- Complies with applicable regulations with respect to check holds, currency transaction reporting, monetary instrument logs, bond redemption.
- Cross-sale of credit union products and services.
- Safe deposit boxes:
- Provides and controls access
- Maintains records as to access and use
- Complies with established procedures
- Assist in Teller Room/Drive Thru as needed.
- Compile all daily work and prepare reconciliation for accounting department.
- Process wires and ordering of foreign currency according to policies and procedures.
- Train new hires and current co-workers on new and existing policies and procedures
- May be required to work at other branch locations as business needs warrant.
Qualifications
Education: High school diploma or GED. Must be able to secure and maintain a Resident Producer Individual (RPI) License and Notary Public License.
Experience: 3 year of related experience in a full-service financial institution and 1 year of customer service
Working conditions
Work is performed largely in a pleasant office environment with minimal chance for personal injury and moderate noise level. There may be occasions when the work environment is stressful. Work hours will normally be from Monday through Friday and may change depending upon our needs. You may be expected to be available during weekends or after business hours as business dictates. Reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the position as required by applicable law. May also be asked to work additional hours as needed to provide adequate coverage at any of our three branch locations.
Physical requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position as required by applicable law.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel, among other things, objects, tools, PC keyboard or controls; reach with hands and arms; talk or hear. The employee frequently is required to stand, walk and sit. The employee is occasionally required to stoop, kneel, and or crouch.
The employee will need to lift box[es] and other supplies that may weigh in excess of 20 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Direct reports
- N/A
Approved by:
Vice President of Human Resources
Date approved:
July 2020
Reviewed:
July 2020
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Signature Date
