United States Senate Federal Credit Union is dedicated to improving the financial wellness of its members. The Member Service Representative plays a crucial role in assisting with daily operations at the retail branch, providing exceptional service to members, and promoting financial success through effective member engagement.
Responsibilities
- Represents the Credit Union in a courteous, engaging, professional manner and provides excellent member service to both external and internal members
- May be asked to assist at various branches should the need arise
- Must have the capability to work remotely from home
- Performs routine and complex member transactions
- Completes all transactions and processes accurately and efficiently
- Avoids exceptions and repeat errors
- Accurately balances cash and checks daily and assists with the daily balancing of the branch
- May assist with various branch tasks such as ordering currency, reconciling various monetary instruments, servicing ATM's, verifying cash, etc
- Able to apply common sense understanding to carry out detailed instructions and provide solutions
- Accurately tracks and records all required audit information on required logs such as the monetary instrument log, instant issue card log, etc
- Understands required regulatory processes such as CTR's and SAR's and how and when to utilize them
- Able to navigate through multiple computer applications and screens, while simultaneously engaging with members either in person or by phone or other channels such as email
- Performs file maintenance and processes changes on member accounts, to include but not limited to, address changes and name modifications
- Able to problem solve and find solutions
- Participates in training programs on opening new accounts (XA) and loan products and services (LPQ)
- Completes training and retains knowledge related to procedures for opening new memberships, accounts, and loans
- Understands and maintains knowledge of credit union services and products
- Also maintains a basic understanding of ancillary products such as GAP, Warranty Services, etc
- Works as part of the branch team in meeting and exceeding sales and service goals
- As a member advocate, actively listens to offer referrals for products and services based on the member's needs
- Accurately completes all related forms and procedures that may be required for referrals of products and services
- Understands and is able to convey to members the appropriate rules and regulations related to the member's products and services such as Member Privilege
- Works interactively and positively with other team members to promote unity, communication, and consistency of operations within the branch and the organization as a whole
- Actively participates to help the team meet and exceed branch and organizational goals
- Is results driven, possesses a high sense of urgency, and is self-motivated to succeed
- Able to multitask and practices good organizational skills
- Assists other departments as necessary and works closely with other departments in obtaining information for members or in ascertaining necessary corrections for errors
- Maintains confidentiality of all member interactions, transactions, and documentation
- Ensures that proper handling of documents occurs to include proper logging of documents for storage and/or destruction, filing, imaging, and shredding
- Actively engages and participates in training, coaching sessions, team meetings, group discussions and motivational/ promotional activities with the organization
- Ensures timely completion of all assigned training
- Strives to improve own personal performance
- Takes responsibility and ownership of actions and decisions
- Is dependable and adheres to assigned schedule
- Understands and complies with all applicable federal and state regulations to include but not limited to Bank Secrecy Act, Reg. CC, etc
- Understands and complies with USSFCU policies and procedures
- Performs other duties as assigned
Skills
- College degree or high school diploma
- 1+ years of relevant experience in financial or customer service cash handling environment
- Ability to successfully complete new account and loan training within 1 year of service
- Ability to cross-sell products and services; attention to detail
- Experienced with basic PC applications such as Word, Excel, and Outlook
- Knowledge of Credit Union policies and procedures with particular emphasis in teller and member service areas preferred
- Possesses excellent conversational, active listening and interpersonal skills needed to build member relationships
- Possesses excellent written communication skills
- Deals effectively with members and all levels of staff
- Bilingual in Spanish a plus
Company Overview
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