Member Services Representative II

Description

The MSR II will support our newest location in the Dole Cannery area of Honolulu by providing friendly, professional, fast, and accurate service to enhance, retain and attract members, via all aspects of member contact (in-person, by telephone, email, and website). This position will support the Credit Union goals by continuing to build relationships and retain members; provide account referrals to increase overall membership.; further, enhance member relationships by providing detailed information of the features and benefits of all products and services available as well as cross-selling products and services to meet all the members’ financial needs.  The MSR II is expected to abide by and maintain knowledge of Credit Union policies and procedures to protect member accounts and Credit Union assets.

Essential Responsibilities & Duties

• Accurately perform transactions and processes in accordance with Credit Union policies and procedures, and in compliance with regulatory requirements and security procedures.
• Assist members by telephone, face to face, email, and website interaction.
• Ability to analyze member’s financial needs and ask leading questions to provide excellent member service and effectively cross-sell products and services to meet members’ financial needs.
• Accurately & efficiently enroll new members/membership accounts and properly service all existing accounts.
• Maintain cash drawer within prescribed cash limits and meet cash balancing requirements; be dual control for TCD/TCR and vault.
• Investigate member issues and if needed review, resolve and process disputes on member's accounts.
• Maintain an organized, clean, and inviting workspace, area, and environment.
• Maintains an understanding of all lending policies and procedures to assist members in completing loan applications, answer basic loan questions, and fund consumer loans and credit cards at loan approval.
• NMLS Certification Required to originate loans within current regulatory requirements.
• Exhibit analytical skills needed to review all loan application data and documents supplied by the member.
• Address and assist members with questions on all lending products and services.
• Effectively communicate with members regarding loan decisions including the ability to handle member disputes and resolve such issues.
• Underwrite and make sound lending decisions on all loans within established approval limits and within required timelines.
• Assist in providing, obtaining, and completing proper DMV documentation for vehicle transactions.
• Assists branch staff with loan documents and funding.
• Perform other specific and delegated duties as assigned.

Minimum Qualifications

1. High school diploma or equivalent
2. 1 years in a financial institution.  Call Center experience a plus
3. 2 years demonstrated success in sales and/or customer service
4. Thorough knowledge of regulations affecting Credit Union’s membership eligibility
5. Ability to protect and maintain confidentiality of member and Credit Union information, records, and data
6. Excellent reading, math, and comprehension skills.
7. Proficiency in Microsoft Office, English, spelling, and grammar
8. Excellent oral and written communication skills
9. Must have ability to understand and follow written and oral instructions
10. Self-motivated with ability to exercise judgment while maintaining a high level of accuracy, attention to detail, integrity & professional conduct
11. Ability to work both independently and cohesively with others, fostering a team environment
12. Strong organization and time management skills
13. Ability to promptly handle multiple projects with minimal supervision and meet demanding deadlines
14. Ability to collect data, establish facts and draw valid conclusions
15. Must be able to perform light physical work, move or lift items including, but not limited to, boxes, and files.
16. NMLS certification a plus

Work Environment

Work is performed in an air-conditioned and heated office environment with exposure to basic office equipment and typical moderate office noise.

Physical Demands

The physical demands listed and charted here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Candidates must be able to sit, stand, and walk on a frequent basis.  Must be able to view and focus on a computer screen on a frequent basis. Use of hands and fingers on a frequent basis   Ability to lift up to 10 lbs. on a regular basis and occasionally lift up to 25 lbs. 

ILWU Federal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Salary : $18 - $24