Member Service Rep III

Responsible for providing a broad variety of member service functions and handling complex transactions. Handles advanced IRA transactions, including required minimum distributions, excess contributions and early withdrawals.  Performs specific daily branch functions in the absence of the Branch Manager, and Assistant Branch Manager, including opening and closing the Branch, managing the vault. Provides  assistance to MSR I, II, ABM and Branch Manager as needed.  Possesses advanced knowledge of products, services, policies and procedures.  Provides assistance to members and staff in researching and solving complex problems and issues.  Responsible for building member relationships through Consultative Sales and Service, and serves as a model of sales and service to others.  Ensures that members and prospective members are promptly and professionally served.  Must have excellent communication skills and good supervisory abilities.  Must be able to handle all functions of MSR I and II.  

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Assumes responsibility for the efficient, effective, and accurate performance of member transactions.

• Assists members in opening and closing deposit accounts.  Gathers information, assists members in selecting appropriate products and services, completes all necessary documentation, enters information into the computer system, and handles initial deposits.
• Assists members with Consumer and Home Equity loans. Gathers necessary information, enters loan applications, conducts appropriate follow-up and conducts loan closings.  Loads indirect loans into the computer system as needed.
• Possesses an in-depth knowledge of IRA transactions.  Handles required minimum distributions, excess contributions and early withdrawals.
• Assists members with Certificates of Deposit and can handle certificate corrections if needed.
• Possesses an in-depth knowledge of products, services, policies and procedures.   Researches and resolves problems for members as needed. 
• Handles complex transactions and service issues as needed.  Provides signature guarantees as needed.
• Strives to exceed member expectations and anticipate needs through skillful questioning, listening, communicating benefits, gaining commitment and addressing member concerns.
• Follows all established Credit Union standards, policies and procedures in serving members. 

Assumes responsibility for the efficient, effective, and accurate performance of assigned branch functions.

•  Opens and closes the branch as assigned.  Ensures branch security.
• Provides staff with strong presence and gives staff confidence in their leadership abilities.
• Ensures that operations are conducted in accordance with established Credit Union policies and with legal and regulatory requirements.
• Balances the Branch at the end of the day.  Helps find teller outages.
• Works with the Branch Manager and Assistant Branch Manager to identify areas of improvement with branch staff and directs daily workflow as assigned. 
• Provides assistance to MSRs and serves as resource for resolving complex problems and issues. Authorizes overrides related to teller transactions that exceed their authority, in the absence of the Branch and/or Assistant Branch Manager.  Assists with branch orientation and training as needed.
• Assists in overseeing the handling of cash and assists tellers with balancing problems.
• Orders and counts cash supplies if needed.  Maintains security of assigned cash.
• Ensures that adequate supplies, forms and equipment are available for personnel.

Assumes responsibility for establishing and maintaining effective, professional business relations with members.

• Employs Consultative Sales and Service skills to establish new member relationships, open new accounts and loans, conduct appropriate follow-up and assist members in solving problems.
•  Ensures that members' requests and questions are promptly resolved.  Performs research as needed.  Is able to assess problem situations and make proper recommendations. 
• Provides requested information to members in person, by telephone, by email, or by mail, according to what is authorized and established policies and standards.
• Actively suggests products/services of the Credit Union, or refers members to appropriate departments to help meet members’ financial needs.  Serves as an example to staff on building relationships. 
• Ensures that members are informed of eligibility for membership, rates, fees, policies and procedures. 
• Maintains confidentiality and security of member information.
• Ensures that the Credit Union's quality reputation is maintained and projected.

Assumes responsibility for establishing and maintaining effective coordination and working relationships with Credit Union personnel and with management.

• Coordinates functions with related departments and Branches and assists Credit Union personnel as needed.  Assists MSR I and MSR II with complex problems and issues.
• Serves as a model of excellent service.  Coaches others in sales and service skills as needed.
• Keeps management informed of area activities and of any significant problems or concerns. Ensures that concerns and problems are brought to the attention of management in a timely and professional manner.
• Completes required reports and records as needed.  Assists others in completing reports as needed.
• Attends and participates in meetings and committees as required.

Assumes responsibility for related duties as required or assigned.

• Oversees assigned area of responsibility with little supervision. 
• Performs a variety of miscellaneous member services, including Notary Public service and Savings Bonds purchases, redemptions and transfers.
• Regularly updates knowledge in products, services, and operational issues.  Stays informed of related policy and procedural changes.
• Ensures that work area is clean, well maintained, and secure.
• Performs related clerical duties as required.   
• Fills in and performs MSR I and MSR II duties as needed.
• Attends assigned training sessions.

``Directions Credit Union is an Equal Opportunity Employer AA M/F/Vet/Disability or other characteristic protected under federal, state, or local law``