Member Service Representative

MEMBER SERVICE REPRESENTATIVE

Reports to: Branch Manager and Account Executive II

Hourly pay range: Minimum $17.50 an hour + $0.50 for teller line only.

Maximum $22.75 an hour

Exempt/Non-Exempt: Non-Exempt - Part-time or Full-time.

Supervises: N/A

Note: Statements included in this description are intended to reflect, in general, the duties and responsibilities of this position and are not to be intended as being all inclusive. Nothing in this job description is intended to be and nothing in it should be construed to be a contract of employment, expressed or implied.

Primary Purpose of Job: Performs routine member transactions, including deposits, withdrawals, cash advances, loan payments, transfers and check cashing, to name a few.

Duties and Responsibilities:

1. Provides an outstanding level of Member Service and member satisfaction.

2. Perform routine member transactions, including but not limited to deposits, withdrawals, cash advances, loan payments, transfers and check cashing and enter on CU’s computer system.

3. Receive payments for mortgage, installment and share secured loans, ensuring that payments equal the amount due and that all late charges, if applicable, are collected. Understand credit union policies, regarding delinquent loans and know what to suggest to the members, or who to refer them to.

4. Provide members with the forms necessary to transact business at the CU.

5. Examine checks for endorsements and negotiability.

6. Accuracy in providing correct receipts to members for transactions processed.

7. Cross-sell all products and services offered by the credit union, to help a member and to achieve Branch goals.

8. Provide routine information on credit union services and policies, including eligibility for membership, types of credit union accounts, insurance on loans, loan policies, interest rates, current dividend rates, locations, office hours and telephone numbers.

9. Respond to members’ requests, problems and complaints, and/or direct them to the proper person for specific information and assistance.

10. Process stop payments on share draft accounts and ACH direct deposits.

11. Provide members with account status, including current balances and loan payoffs.

12. Maintains strict confidence regarding Members’ account information or internal policies and procedures.

13. Maintains a consistently accurate cash drawer and balances in a timely manner.

14. Follow through on member questions or requests.

15. Following Member Identification Procedures.

16. Must comply with the credit union's Compliance Policies.

17. Must be able to work in a close team environment with possible diverse personalities.

18. Please be willing to attend work as a Full-Time employee.

19. Must have adequate transportation for any open hours at the credit union, from 7:30am - 6:30pm M-F (8 hours max. per day, OT is paid if over 8hrs)

Knowledge, Skills, and Abilities desired:

Pay rate depends on experience. High School diploma, equivalent or proof it is being worked on. Effective communication skills and the ability to work successfully with the public in a frequently stressful environment. Experience in cross-selling, customer/Member Service, cash handling and a good math/business aptitude. Employees of GNWFCU must possess mobility and stamina to work in a standard office setting. Employee must be able to use standard office equipment. At times some employees may have to lift items up to 30 pounds. Part of the job requirements may include the need to stand or sit for long periods of time. We follow a business, professional attire policy as a normal day-to-day requirement. This is reviewed on an ongoing basis. Appearance and hygiene are held to a high standard.

Some employees may need the ability to raise their arms above their head. Employees should have adequate hearing and speech to communicate with our members and/or staff on the phone, in person or through the drive-thru speaker systems. This statement is not all inclusive of the physical requirements but is in general, covering most areas of the credit union. GNWFCU will make every effort to provide reasonable accommodations to an employee with a physical, mental or sensory disability in order to allow that employee to perform the essential functions of the job.

The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all job duties, responsibilities and qualifications required of employees assigned to this job. Aspects of this position may be changed or supplemented from time to time, at the sole discretion of management.