Member Service Representative

JOB TITLE: Member Service Representative GRADE: 5

REPORTS TO: Branch Manager DEPARTMENT/LOCATION: State St Branch

HOURS: (M-F) 8:45am-5:15pm POSITION TYPE: Full-Time
Rotational Saturdays

UPDATED: May 4, 2023

GENERAL PURPOSE: The primary purpose of this position is to assist United Financial Credit Union in abiding by the company’s employee WOW initiative to uphold and adhere to the Mission Statement, Vision Statement, DEI Statement, and the Core Values. The mission to provide innovative, friendly, and quality service, United Financial Credit Union will provide long-term financial stability to our credit union, our members, and their families. Employees should strive to help our credit union achieve the strategic goals set by the Board of Directors.

PURPOSE: Serve as a liaison between the members and the credit union. Provide account information by phone or in person, as well as information on the full range of credit union products and services. Open accounts for members, resolve issues, and professionally handle the member’s daily needs. Provide a variety of transactional services to members.

QUALIFICATIONS: Effective written and verbal communication skills. Strong attention to detail and accuracy. Team player and willingness to provide assistance when called upon. Strong computer skills and problem- solving abilities will be required. Strong organizational and member service skills. Seeking a self-motivated, sales orientated, and positive team player. Previous experience in a banking industry or customer service environment is required. High school diploma or GED required.

RESPONSIBILITIES:

• Greet and welcome members and visitors to the credit union in a professional manner. Provide prompt, efficient, and accurate service in the processing of transactions.
• Provide in-person, by-telephone, email, or other electronic requests submitted by members, general and specific service-related information concerning credit union services or policies while maintaining professional, prompt, efficient, and accurate service, and information.
• Respond to members’ requests, problems, and complaints and/or direct them to the appropriate person for specific information and assistance.
• Promote credit union products and services based on member’s needs. Open new accounts, and service existing accounts. Set up new account files including individual retirement accounts and provide members with all necessary information for membership. Included but not limited to balancing their accounts, proper completion of payroll deduction & direct deposit cards.
• Handle requests from members for transfers of shares to loan payments, share withdrawals, check requests, CD transactions, line of credit advances, and any other requests received from members.
• Process member mail transactions. Mail receipts and checks to members as indicated by policy and procedure.
• Provide information on investment alternatives to members wishing to deposit funds with the credit union.
• Research accounts for deposit, withdrawal, and loan-payment discrepancies.
• Gather background information on loan applicants by interviewing loan applicants and obtaining credit bureau reports. Assist members with the loan application process to ensure completeness of information. Ensure that all members feel welcomed to the credit union and are supported professionally in the process.
• The ability to read, evaluate, and educate our members on their credit bureau report.
• Assisting members over the phone professionally and courteously. Answer questions and provide information when asked upon. Take messages and coordinate follow through for our members.
• Support the Branch Manager in any other branch needs. Including possibly serving as a backup to them when they are away from the office.
• Perform other duties as assigned.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Normal office environment where there is little discomfort or exposure to hazards due to temperature, dust, noise etc.
• While performing the duties of this job, the employee is regularly required to walk; use hands and fingers, reach with hands and arms.
• The employee consistently is required to stand and sit, view computer screen, talk and hear, and lift/move up to 25 pounds.
• Ability to work overtime, attend meetings, seminars and travel.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by the personnel so classified.

Job Type: Full-time

Pay: $14.00 - $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid sick time
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience level:

• 1 year

Physical setting:

• Office

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Saginaw, MI 48603: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Cash handling: 1 year (Preferred)
• Banking: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: In person

Salary : $14 - $17