Member Services Representative

• Provide phone service regarding savings accounts by:
  • Informing members of general information concerning savings accounts and credit union membership.
  • Initiating process to open new savings accounts for members and starting payroll deductions if requested.
  • Calculating dividends for members or explaining process and interpreting statements.
  • Processing savings withdrawals or transfers via PC or written voucher at member”s request.
  • Quoting and explaining savings activity to members.
  • File maintaining savings accounts as necessary.
  • Initiating process to stop payment on savings checks at member”s request.
  • Initiating and completing, if time allows, any research dealing with savings accounts.
  • Taking requests for savings statement copies and initiating charge for that service if applicable.
  • Helping with any miscellaneous request by member.
• Provide telephone service for checking accounts by:
  o Informing members of general information concerning checking accounts.
  o Initiating process to open new checking accounts with ATM/VCC, overdraft protection and payroll deductions if requested, including pulling credit reports, talking to supervisor for approval and typing new membership cards.
  o Calculating dividends or explaining process when requested.
  o Quoting and explaining checking account activity to members and assisting with general problem solving concerning checking activity and balancing of checkbook.
  o Transferring funds to and from checking account at member”s request.
  o File maintaining checking accounts as necessary.
  o Assisting members in ordering checks.
  o Assisting members in ordering replacement ATM/VCC cards and in reporting Lost and Stolen ATM/VCC cards.
  o Initiating process to order microfilm copies of checks.
  o Initiating and, if time permits, completing any research requests by member.
  o Helping with any miscellaneous request by member.

• Provide phone service regarding loans by:
  o Having the ability, through general understanding, to provide member with limited information regarding all types of loans including: annual percentage rate, repayment schedules, cost of credit life and disability insurance, and the loan process.
  o Processing Home Equity, Designer Loan, and Line of Credit advance requests and discussing payments, insurance, and payroll deductions.
  o Completing file maintenance as necessary.

• Provide phone service regarding Savings Certificates and IRA accounts by:
  o Having the ability, through general understanding, to provide members with limited information regarding types of accounts, rates, process to open accounts and account activity.

• Provide phone service regarding VISA by:
  o Processing transfer of VISA payment from member”s accounts.
  o Informing member of general information regarding VISA accounts.
  o Initiating process to send member VISA application and explaining review process.

• Provide phone service regarding TeleTalk, Online Banking and Bill Pay by:
• Troubleshooting problems connecting to TeleTalk, Online Banking and Bill Pay.
• Providing information regarding TeleTalk Online Banking and Bill Pay transactions.
• Helping with any miscellaneous requests by members regarding TeleTalk, Online Banking and Bill Pay
• Assist members with any other general questions or problems concerning credit union services.
• Any miscellaneous duties assigned by Member Services manager or Assistant Manager.

Required Skills

• General abilities include the use of a phone with good listening skills
• Use of CRT or PC and calculator with good hand coordination and sight ability
• Good penmanship necessary for filling out forms per member request
• Strong basic level math skills
• Strong verbal and written communication skills
• Ability to take direction and follow through on assigned tasks
• Ability to work in a team environment
• Ability to deal with member reaction in adverse situations.

Required Experience

• High School diploma or equivalent
  1-2 years work of related experience