Floating Member Service Representative

Member Service Representative (MSR)

The Member Service Representative (MSR) is a primary service delivery employee focused on delivering solutions to potential and existing members in a positive and professional manner. The MSR will perform a wide range of transactional duties to serve the member by receiving or paying out funds with high accuracy. Floating MSRs will be assigned to a home branch (Lewisburg, Danville, Mount Carmel, or Bloomsburg) and asked to travel between branches as necessary to meet business needs.

Essential Functions and Basic Duties :

Deliver outstanding member service. From the moment of contact (phone, digital, or in-person) MSR will be fully engaged with the member providing their undivided attention and delivering superior service. Greet and welcome members to the Credit Union in a courteous, professional, positive, and timely manner. Process member transactions accurately and efficiently. Process withdrawals, deposits, transfers, cash advances, loan payments, cashier checks, money orders, savings bond redemption, wire transfers, etc. Verify transactions. Monitor deposit and withdrawal amounts; examine documents for endorsement and negotiability. Use a high attention to detail to avoid mistakes. If an error occurs, promptly respond to the issue and work to resolve the issue in a timely manner. Perform account openings and maintenance as needed. Order credit union products for members as requested. Recommend products and services to help improve members' financial wellbeing. Maintain privacy of member's account information. Assist members by answering questions. Actively listen and collect data to ensure member satisfaction. Actively participate in Credit Union events and volunteering / fundraising opportunities. Accurately balance cash drawer at end of each shift. Maintain an up-to-date and comprehensive knowledge on all Credit Union products and services; as well as knowledge of all related policies, procedures, and regulations. Demonstrate a willingness to travel between assigned locations to help the team. Arrive at the assigned location on time with a professional appearance. Have a positive, respectful attitude with all members, staff, and management personnel. Communicate effectively with team members and management. Exemplify qualities such as honesty, integrity, willingness to learn, and accountability. Perform other duties as assigned.

Performance Measurements :

Core System Competency : MSRs will be proficient in all Core system transactions enabling them to complete all member transaction requests. MSRs are expected to complete transactions efficiently and accurately. Voids, drawer differences, and other mistakes will be considered during evaluations. This competency will be evaluated annually as part of the performance evaluation process. Policy, Procedure & Regulatory Knowledge : MSRs will understand and uphold all policy and procedures related to the business they conduct. MSRs will understand all Credit Union compliance procedures. Specifically, BSA, Funds Availability Policy, Reg Z, etc. This competency will be evaluated annually as part of the performance evaluation process. Product & Service Knowledge : MSRs will understand and promote all products and services offered by MC. This includes ongoing promotions, advertised specials, and community messaging. MSRs will assist members with the utilization of all products and services, as requested. This competency will be evaluated annually as part of the performance evaluation process. Communication Expectations : MSRs will maintain open and honest communication with members, staff, and Credit Union management. Communication tools and Credit Union technology will be used for business purposes only and in a respectful manner. This expectation will be evaluated annually as part of the performance evaluation process. Confidentiality Expectations : All member information is protected on a need-to-know basis. MSRs must address this requirement with full attention. Violations in this area are grounds for termination.

Qualifications :

Education / Certification : High School Diploma or equivalent Required Knowledge : Financial Services experience is preferred but not required Experience Required : Financial Services experience is preferred but not required Skills / Abilities : Customer service skills Accurate cash handling Excellent written and verbal communication skills Excellent organizational and problem-solving abilities Microsoft Office Suite experience Dedicated work ethic with personal and professional integrity Ability to undertake and complete multiple tasks while meeting deadlines Strong desire to improve the lives and financial wellbeing of our diverse membership Commitment to the Credit Union philosophy of "People Helping People". General office equipment skills

Physical Activities and Requirements of This Position :

Talking : Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. Average Hearing : Able to hear average or normal conversations and receive ordinary information. Average Visual Abilities : Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery. Physical Strength : Sedentary work : sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

Working Conditions : No hazardous or significantly unpleasant conditions (a typical office environment)

Mental Activities and Requirements of This Position :

Reasoning Ability : Ability to deal with all members in a professional manner under any and all circumstances Mathematics Ability : Must be able to perform basic mathematical calculations free from errors or miscalculations Language Ability : Ability to communicate to all members in a clear and concise manner