Universal Member Service Representative

Overview

The Universal Member Service Representative serves as a liaison between our membership and the credit union, providing high quality Member Service by phone or in person. The role will professionally manage members' daily inquiries/needs, explain and cross-sell products and services, assist with account and loan needs, open accounts for members, assist members with their financial transactions, including paying and receiving cash and other negotiable instruments and maintain accurate transactional records. This is a full time, hourly role, located on-site at XCEL's Journal Square, Jersey City branch 3 days per week, and the Federal Plaza, NY branch 2 days per week.

Responsibilities

• As part of the call center team, address members and potential members in-person and by phone in a courteous, professional, and timely manner, providing prompt, accurate and efficient Member Service; answer questions about our products and services and resolve problems within their authority to resolve; refers problems beyond their authority to their supervisor, along with recommendations for resolution.
• Identify cross-sell opportunities and promote and describe credit union products and services such as checking accounts, share certificates, debit cards, online banking/mobile banking products and loans.
• Receive and process member financial transactions including receiving share draft/checks and cash for deposit to accounts, cash share draft/checks and process withdrawals, perform transfers, make loan, and credit payments making sure proper verification is performed.
• Maintain a though knowledge of policies, procedures, and trends in the credit union industry, with attention to Bank Secrecy Act, Patriot Act and Security procedures.
• Balance cash drawer, branch cash and daily transactions at the end of day, researching and resolving any discrepancies.
• Respond to all member communications; up to and including calls, emails, online messages, and texts, in a prompt manner.
• Process or assist members with various requests including wire transfers, address changes, account updates, stop payment, unauthorized requests, payoff requests and account verifications.
• Have the ability to: cover different branch locations and call centers as the need arises, assist with opening/closing branches, assist with operational reports and projects as needed, and assist new hires by acting as a training buddy.
• Perform other duties as needed and as assigned by your Direct Supervisor or Senior Management.

Qualifications

• 2-5 years of relevant Financial Services experience required, preferably in a credit union.
• A high school education or GED.
• Must have effective communication skills.
• Must have good listening and telephone skills.
• Must be able to use PC and general office equipment and have a basic working knowledge of spreadsheets.

We will consider all qualified applicants for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other basis protected by law. This position may require pre-employment screening potentially verification of academic credentials, licenses, certifications, and/or verification of work history.

Job Type: Full-time

Pay: $22.00 - $23.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Loan assistance
• Paid time off
• Prescription drug insurance
• Retirement plan
• Vision insurance

Experience level:

• 3 years

Schedule:

• Day shift
• Monday to Friday

Ability to Relocate:

• Jersey City, NJ 07306: Relocate before starting work (Required)

Work Location: In person