Member Service Representative

The primary purpose of this position is to assist Community Credit Union of Florida in living out our Mission, “Always improve the financial well-being of our members and make a positive difference in the communities we serve,” by delivering outstanding service to both internal and external members. A key element of excellent service is to identify the financial needs of each member and recommend an appropriate credit union solution. The Member Service Representative is responsible for providing assistance to members and support for other related branch activities and services. The incumbent is responsible for providing outstanding professional service while answering all member inquiries by providing frontline coverage that may include opening, processing, maintaining and closing all types of accounts, products, and services and performing the associated clerical functions; assisting members with their selection of products and services; educating members on the benefits of the products offered by the credit union and conducting oneself in a professional, friendly manner with an emphasis on member education and quality of service. The Member Service Representative has no lending authority. Incumbent may be required to work at different branches at different times and must be willing to rotate between locations as needed.

Community Credit Union of Florida is an Equal Opportunity Employer (EEO) and supports a drug-free workplace.

• Demonstrates enthusiastic support of corporate mission, core values, and long-term objectives by performing job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards, and our work procedures while possessing adequate product knowledge as measured by the annual product knowledge assessment.
• Delivers service to both internal and external members that is in alignment with the credit union’s Service Promises and meets all established service goals.
• Abides by CCU’s Service Promises when helping a member or co-worker to ensure timely responsiveness to the individual’s needs. Promotes teamwork, respects the opinions, abilities, and contributions of others, and conveys a willingness to assist and cooperate with others for the benefit of the organization.
• Assists in attaining established departmental goals and adheres to all credit union standard operating policies and procedures, as well as state and federal regulations and guidelines.
• Assists members with the selection of various accounts, products, and financial services available from the credit union.
• Responsible for serving members and responding to member inquiries and problems, performing transactions and other services in a professional, timely, and accurate manner. Follows up on inquiries with informational materials and/or phone contact, investigates and corrects errors, and resolves problems or other issues.
• Interviews members to determine whether they meet the criteria for the products or services requested, establishes proper identification, and determines the need and extent of reference investigation. Makes decisions regarding the opening of new accounts, prepares all documents and items about accounts, and processes them according to policy and procedure.
• Performs the following activities as needed or required: obtains credit reports, verifications of employment/income, completes fraud claims, safe deposit duties including opening accounts, controlling access, assisting members, and processing affiliated reports, funds transfers, orders for checks and deposit slips, various loan and teller transactions, and file maintenance as needed.
• Provides service to members or prospective members seeking consumer loans, which may include but are not limited to: installment, commercial, credit card, signature, etc. Operates with the assistance of members of management or senior lending staff regarding processing, reviewing, approving, or denying any loan applications, and subsequently reviewing with management or senior lending staff, before notifying the member.
• Administers approved loans, establishes relevant files, and obtains pertinent information or reports as required. Ensures loan activities are completed in a timely fashion and follows the established policies and practices of the credit union.
• Assists with telephone support by responding to member inquiries and problems in a professional, timely manner; follows up on inquiries with informational materials and/or phone contact, investigates and corrects errors, resolves problems or other issues, and helps members to utilize electronic delivery channels for convenience.
• Responsible for completing secondary marketing activities and outbound calls as outlined in the secondary marketing procedures promptly. Responsible for logging on to the phone system daily to relieve overflow from the Member Service Center to improve the quality of service to the members.
• Maintains files, copies, and faxes documents, and orders and distributes supplies if needed.
• Follows policy and procedures related to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.
• Performs other related service duties and special projects as assigned.

ENVIRONMENT AND PHYSICAL ACTIVITY

The environment for this position is an open, non-confined office-type setting that is clean and comfortable, where the incumbent is free to move about at will. It may include some minor annoyances such as noise, odors, and drafts.

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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to spend time writing, typing, speaking, listening, lifting (up to 50 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception, and adjusted focus), sitting for long periods of time (up to 8 hours), pulling, walking, standing, squatting, kneeling, and reaching.

The incumbent for this position may operate any or all of the following: telephone, copy and fax machines, calculator, computer terminal, personal computer, and related printers.

MENTAL DEMANDS

The incumbent in this position must be able to read documents or instruments, perform detailed work, problem-solve, reason, have strong math, verbal, and written communication skills, and be capable of effectively handling stress, multiple concurrent tasks, and constant interruptions.

POSITION REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill, and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• High school diploma or general education degree (GED), up to two (2) years of related experience and/or training, or the equivalent combination of education and experience. Work-related experience should consist of a customer service background. Educational experience, through in-house training sessions, formal school, or financial industry-related curriculum, should be business or financial industry-related.
• Possesses a thorough knowledge of credit union policies, rates, and the documents and disclosures necessary to ensure compliance and consistency with current regulations.
• Basic experience and knowledge of operational activities, terminology, products and services, related state and federal compliance regulations, and operational policies.
• Basic skills in computer terminal and personal computer operation; word processing, spreadsheet, and software programs. Intermediate typing skills to meet the production needs of the position.
• Basic math skills; calculate interest and balance accounts, add, subtract, multiply, and divide in all units of measure using whole numbers, common fractions, and decimals; locate routine mathematical errors; count currency, coin, and negotiable instruments promptly.
• Effective oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to members and employees.
• Effective organizational and time management skills, and the ability to handle simple problems in nature requiring some analysis or research to determine the best solution.
• Must be a team player, but also able to work alone and self-manage. Multi-tasking and attention to detail are critical in this role.

The incumbent must be able to perform in this position safely, without endangering the health or safety of the individual or others.

Management reserves the right to change this position description at any time according to business needs.