Member Service Representative II

People’s Credit Union - You Belong…. On Our Team
Celebrating 100 years serving Aquidneck Island and surrounding communities, People’s Credit Union works hard to recruit and retain employees who will help fulfill our mission and uphold our core values. Our core values are the cornerstone of our organization, and we commit to them each day.

• GENUINE – We will be a reliable and honest partner.
• * EMPATHETIC* – We will listen to understand and compassionately support your needs.
• * RESOURCEFUL* – We will offer useful and practical solutions for your most challenging situations.
• EARNEST – We are determined to ensure every interaction is aligned with Credit Union values of equality, equity, and helping one another.
• TRUSTWORTHY – We will create an actively engaged culture built on a foundation of high trust.

Our team’s dedication to the banking needs and well-being of our neighbors has led Forbes to rank us the #1 Best Credit Union in Rhode Island and #37 in the United States. If you are driven by a shared responsibility to make the communities we serve a better place, we want to hear from you.

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What we offer*

• Health and dental benefits through Blue Cross Blue Shield, plus vision benefits through VSP
• 401(k) and Roth plan with a competitive employer match
• Robust Wellness Program
• Employee Recognition Program
• A focus on development of employees
• Fun, food, and events

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Position Summary*
The Member Service Representative II provides solutions to members’ financial needs by providing quality service to members through effective needs-based recognition, handling member concerns and inquiries and performing transactions with accuracy in a positive and professional manner. The primary role of the Member Service Representative II is to build trusting relationships with our members, recommending financial solutions based on our member needs.

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Essential Responsibilities and Accountabilities: *
Member Service

• Assist members in establishing account relationships as it relates to Credit Union products and services, utilizing in branch, telephone, and email opportunities.
• Respond to member inquiries and evaluate their needs. Properly and enthusiastically look for growth opportunities and direct members to the appropriate resource.
• Maintain proficient knowledge of bank channels to promote ATM/Debit card usage, iBanking product and services, mobile banking and bill pay.
• Demonstrate ownership of any customer problem or request by utilizing available resources and following up to ensure effective resolution and member satisfaction.
• Meet assigned member service and retention goals contributing to the success of the team.
• May serve as Member Service Center Agent as needed.

Branch Operations

• Perform accurate, routine transactions as it relates to Credit Union products and services and balance processed transactions daily.
• Perform teller duties as required, may assist in training and mentoring of new staff.
• Assist in the operational maintenance and procedural balancing of Automated Teller Machines.
• May assume coordination of branch office operations to include branch opening, closing and branch balancing.
• Participate in all required training and adhere to written policies and procedures of the credit union including BSA, OFAC and security.

Lending

• Interview consumer loan applicants to gather the required information for a credit application, explaining loan options, rates and terms and issue loan on approval. Decision loans that are within assigned lending authority limits.

Key Behavioral Competencies
Collaboration
Shares time, passion, and knowledge with others to ensure team success. Demonstrates awareness and respect of differences and appreciates and leverages the strength of others to accomplish goals. Listens to understand and respects the ideas of others even when differing from own. Promotes a high-trust, team-oriented environment within their workgroup and on projects that cross functional lines.
Experience Oriented
Demonstrates a consistently positive and constructive attitude. Listens to members, internal and external, with empathy and respect. Provides options, alternatives, and solutions to meet the member's and teammates’ needs. Provides recommendations to manager to improve the internal and external member experience. Is authentic and transparent in all interactions.
Self-Accountability
Sets realistic goals and timeframes to achieve desired results; takes ownership and directs energies towards the completion of those goals. Is honest, truthful, and straightforward. Is fully responsible for the consequences of own actions and decisions, shows courage, is humble, and does not shift blame or focus for performance onto others.
Dependability
Personally responsible; completes work in a timely, consistent manner; maintains a high degree of integrity; is committed to doing the best job possible; keeps commitments. Is honest truthful and straightforward. Is regularly present and punctual; arrives prepared for work.

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Knowledge and Skills*

• High school diploma or equivalent
• National Mortgage Licensing System (NMLS) registration required
• At least 1 to 2 years’ experience in customer service in a financial or retail environment
• Excellent oral and written communication skills
• Experience in Windows, Microsoft Office, and Automated Lending

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ADA Requirements*
Physical Requirements

• Able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
• Must be capable of climbing / descending stairs in emergency situation.
• Must be able to operate routine office equipment.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day.
• Must be able to work extended hours whenever required or requested by management.

Working Conditions

• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Job Type: Full-time