Member Service Representative
Vocal Credit Union Vocal Credit Union Helena, MT Helena, MT Full-time Full-time $31,200 - $43,680 a year $31,200 - $43,680 a year 6 days ago 6 days ago 6 days ago Member Services Representative POSITION
Summary:
One who is responsible for performing a broad variety of member services and internal processing procedures.
Duties will include meeting and greeting members, processing and posting a wide array of member transactions, handling large amounts of cash, answering the phone, assisting with account problems and questions, performing maintenance on existing accounts, opening and maintaining Certificate of Deposits, inputting and approving wires, filing, scanning and sorting of documents, actively cross selling credit union products and services.
May assist with handling daily opening and nightly closing duties, returned mail, dormant account processing and miscellaneous back office projects as needed.
JOB RELATIONSHIPS:
Reports to the Operations Supervisor.
Frequent contact with all levels and types of credit union staff, members, potential members and the public.
Occasional contact with outside sources such as vendors, credit union partners and other financial institutions.
A high level of interpersonal skills is required to effectively represent Vocal Credit Union.
These skills will be used to cross sell appropriate products and services to current members and potential members.
Interactions with the members and potential members will occur frequently and continuous with rapid, short and repeated interactions.
May assist other employees, requiring maturity and the ability to successfully interact and coach others to perform in a respectful professional manner without actual supervisory authority.
Frequent exposure to sensitive and confidential information.
Requires a tactful and trustworthy individual to protect the credit unions interest, fellow employee interest and member confidentiality.
Performs all tasks while striving to maintain the highest ethical and confidentiality standards possible, including but not limited to:
internal and external support of credit union policies and procedures; complies with all laws and regulations, including the BSA and related laws; support and provision of the highest quality member services possible including accuracy and confidential handling of member information and transactions; avoidance of or disclosure of relationships that may give the appearance of inappropriateness or represent a possible or perceived conflict of interest or compromise the credit union's values.
Assumes responsibility for establishing and maintaining effective working relationships with credit union personnel and management.
Strives to promote a team atmosphere within the credit union.
Serves as a credit union advocate, representing Vocal Credit Union in a courteous and professional manner by conducting oneself appropriately at all times in manner, dress and actions to protect the credit unions professional reputation.
Performs all functions in the safest manner possible in accordance with credit union procedure, assuring the safety of other employees and members.
Works towards resolution of safety issues, injuries or potential problems or reports such to the most appropriate source for resolution.
Assists with and is responsible for general monitoring of security during the daily operations of the credit Union, including opening/closing of the building, monitoring those present in the building and their purpose, being aware of and able to implement security procedures.
POSITION
Responsibilities:
Essential Functions:
Assumes responsibility for the effective, efficient, and accurate performance of member service including:
a.
Receiving members personally or by telephone and resolving inquiries promptly and courteously; performs interviews with members to either directly assist or determine the most appropriate route of assistance.
b.
Posting and processing of member transactions including deposits, withdrawals, transfers, loan payments, card payments, cash advances, cashier's checks, return deposits, IRA/HSA contributions and distributions and general ledger postings.
c.
Providing clear and accurate explanations of Funds Availability, REG CC hold requirements, check cashing protocols, proper check endorsements and 2 party check processing requirements.
d.
Providing assistance with Online Banking, Audio Response Line, Web Bill Payments, Remote Deposit Capture, ACH Originations and transaction disputes/chargebacks.
e.
Performing maintenance on member accounts; including updates to address, phone number and email.
f.
Frequent cash counting, bundling, and buying/selling to and from the vault g.
Frequent teller drawer balancing and maintenance of assigned cash limits h.
Filing, sorting, scanning, and archiving of documents i.
Posting daily mail j.
Issuing and blocking debit/credit cards.
k.
Logging and posting daily Night Drop items l.
Collects required reporting information for CTR and SAR processing m.
Performs wire transfers n.
Opening and maintaining Certificate of Deposits.
o.
Actively cross selling credit union products and services p.
Keeps work area clean, well maintained, and secure at all times.
q.
Handles and completes all daily opening and nightly closing duties r.
Follows all Regulations, Policies and Procedures.
MARGINAL FUNCTIONS:
1.
Miscellaneous back office projects as needed and assigned.
2.
Assists in keeping lobby area clean, secure and well maintained.
3.
If a notary, may perform notary services for members, employees.
4.
Other miscellaneous duties as required.
KNOWLEDGE, SKILLS AND ABILITIES:
1.
High school diploma or equivalent required.
Additional training in financial services area, bookkeeping or accounting helpful but not required.
At least one-year prior similar customer service-type experience preferred.
Prior Credit Union experience may be preferred but not required.
Strong emphasis on demonstrated cash handling and public relations skills.
Professional business attire and presentation required.
2.
Applicants and incumbents for this position should be able to demonstrate their ability to complete varied member interactions within designated guidelines, such as:
- Conducting member interviews within regulatory guidelines.
- Assist the member in accurate completion of product applications.
- Perform basic analysis of member needs and make initial recommendations for possible options.
Provide basic financial services counseling.
3.
After hireor movement into this position, incumbent will complete all required E-training module coursework as outlined by credit union procedure and according to defined timeframes.
Continuous upgrading of skills, including suggested completion of other E-training modules, education on equivalent topics received through another medium may be accepted at management's discretion.
4.
Incumbent must have or be able to develop within 90 days, extensive knowledge of Credit Union products and services, operations, and procedures to function effectively.
5.
Good math skills and attention to detail required to ensure proper assistance for members, and accurate documentation of information.
Incumbent must maintain drawer balances and cash off ages at an acceptable level per off age/error procedure.
6.
Must have knowledge of, and comply with all laws, rules and regulations which apply to financial institutions, particularly credit unions, including the BSA and anti-terrorism laws.
7.
Excellent communication and public relation skills required, as well as the ability to effectively interview members and prospective members, analyze situations and data and direct member toward most appropriate product, service or area while maintaining the integrity of the Credit Union.
8.
Good organizational skills required, with the ability to gather and organize applicable data, and maintain it in a format understandable to others when needed.
Demonstrated good business writing skills, including appropriate use of grammar, sentence structure and business letter formats.
9.
Must have the ability to type and operate general office equipment and computer software including computer, laptops, printers, cash advance machine, coin machine, bill counters, fax machine, calculators and scanners.
Requires familiarity with and the ability to use Windows-based systems, Word, Excel, the Credit Union's internal operating software system.
Must be able to develop adequate skill level within 90 days on additional software programs used by the Credit Union.
PHYSICAL DEMANDS:
1.
Substantial repetitive movement of arms, wrists, hands and fingers, including picking up, pinching, keyboard use, telephone use.
2.
Requires movement through standard office environment such as occasional bending, stooping, frequent sitting, walking short distances.
3.
Must be able to communicate through the spoken and written word, expressing ideas or documenting others expression of ideas.
4.
May be required to attend meetings outside of regular work hours.
5.
Occasional outside travel may be required.
6.
Occasionally required to move records or stacks of papers from one point to another within the office area, requiring possible lifting of 0-10 pounds.
Classification:
Primarily sedentary work - position involves exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
Position involves sitting most of the time, interspersed with standing and walking.
Job Type:
Full-time Pay:
$31,200.
00 - $43,680.
00 per year
Benefits:
401(k) Employee assistance program Employee discount Flexible schedule Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Physical setting:
Office Schedule:
8 hour shift Monday to Friday Weekend availability Education:
High school or equivalent (Required)
Experience:
Cash Handling:
1 year (Required) Work Location:
In person Reports to the Operations Supervisor.
Frequent contact with all levels and types of credit union staff, members, potential members and the public.
Occasional contact with outside sources such as vendors, credit union partners and other financial institutions.
A high level of interpersonal skills is required to effectively represent Vocal Credit Union.
These skills will be used to cross sell appropriate products and services to current members and potential members.
Interactions with the members and potential members will occur frequently and continuous with rapid, short and repeated interactions.
May assist other employees, requiring maturity and the ability to successfully interact and coach others to perform in a respectful professional manner without actual supervisory authority.
Frequent exposure to sensitive and confidential information.
Requires a tactful and trustworthy individual to protect the credit unions interest, fellow employee interest and member confidentiality.
Performs all tasks while striving to maintain the highest ethical and confidentiality standards possible, including but not limited to:
internal and external support of credit union policies and procedures; complies with all laws and regulations, including the BSA and related laws; support and provision of the highest quality member services possible including accuracy and confidential handling of member information and transactions; avoidance of or disclosure of relationships that may give the appearance of inappropriateness or represent a possible or perceived conflict of interest or compromise the credit union's values.
Assumes responsibility for establishing and maintaining effective working relationships with credit union personnel and management.
Strives to promote a team atmosphere within the credit union.
Serves as a credit union advocate, representing Vocal Credit Union in a courteous and professional manner by conducting oneself appropriately at all times in manner, dress and actions to protect the credit unions professional reputation.
Performs all functions in the safest manner possible in accordance with credit union procedure, assuring the safety of other employees and members.
Works towards resolution of safety issues, injuries or potential problems or reports such to the most appropriate source for resolution.
Assists with and is responsible for general monitoring of security during the daily operations of the credit Union, including opening/closing of the building, monitoring those present in the building and their purpose, being aware of and able to implement security procedures.
Assumes responsibility for the effective, efficient, and accurate performance of member service including:
401(k) Employee assistance program Employee discount Flexible schedule Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Office 8 hour shift Monday to Friday Weekend availability High school or equivalent (Required) Cash Handling:
1 year (Required).
Estimated Salary: $20 to $28 per hour based on qualifications.
Summary:
One who is responsible for performing a broad variety of member services and internal processing procedures.
Duties will include meeting and greeting members, processing and posting a wide array of member transactions, handling large amounts of cash, answering the phone, assisting with account problems and questions, performing maintenance on existing accounts, opening and maintaining Certificate of Deposits, inputting and approving wires, filing, scanning and sorting of documents, actively cross selling credit union products and services.
May assist with handling daily opening and nightly closing duties, returned mail, dormant account processing and miscellaneous back office projects as needed.
JOB RELATIONSHIPS:
Reports to the Operations Supervisor.
Frequent contact with all levels and types of credit union staff, members, potential members and the public.
Occasional contact with outside sources such as vendors, credit union partners and other financial institutions.
A high level of interpersonal skills is required to effectively represent Vocal Credit Union.
These skills will be used to cross sell appropriate products and services to current members and potential members.
Interactions with the members and potential members will occur frequently and continuous with rapid, short and repeated interactions.
May assist other employees, requiring maturity and the ability to successfully interact and coach others to perform in a respectful professional manner without actual supervisory authority.
Frequent exposure to sensitive and confidential information.
Requires a tactful and trustworthy individual to protect the credit unions interest, fellow employee interest and member confidentiality.
Performs all tasks while striving to maintain the highest ethical and confidentiality standards possible, including but not limited to:
internal and external support of credit union policies and procedures; complies with all laws and regulations, including the BSA and related laws; support and provision of the highest quality member services possible including accuracy and confidential handling of member information and transactions; avoidance of or disclosure of relationships that may give the appearance of inappropriateness or represent a possible or perceived conflict of interest or compromise the credit union's values.
Assumes responsibility for establishing and maintaining effective working relationships with credit union personnel and management.
Strives to promote a team atmosphere within the credit union.
Serves as a credit union advocate, representing Vocal Credit Union in a courteous and professional manner by conducting oneself appropriately at all times in manner, dress and actions to protect the credit unions professional reputation.
Performs all functions in the safest manner possible in accordance with credit union procedure, assuring the safety of other employees and members.
Works towards resolution of safety issues, injuries or potential problems or reports such to the most appropriate source for resolution.
Assists with and is responsible for general monitoring of security during the daily operations of the credit Union, including opening/closing of the building, monitoring those present in the building and their purpose, being aware of and able to implement security procedures.
POSITION
Responsibilities:
Essential Functions:
Assumes responsibility for the effective, efficient, and accurate performance of member service including:
a.
Receiving members personally or by telephone and resolving inquiries promptly and courteously; performs interviews with members to either directly assist or determine the most appropriate route of assistance.
b.
Posting and processing of member transactions including deposits, withdrawals, transfers, loan payments, card payments, cash advances, cashier's checks, return deposits, IRA/HSA contributions and distributions and general ledger postings.
c.
Providing clear and accurate explanations of Funds Availability, REG CC hold requirements, check cashing protocols, proper check endorsements and 2 party check processing requirements.
d.
Providing assistance with Online Banking, Audio Response Line, Web Bill Payments, Remote Deposit Capture, ACH Originations and transaction disputes/chargebacks.
e.
Performing maintenance on member accounts; including updates to address, phone number and email.
f.
Frequent cash counting, bundling, and buying/selling to and from the vault g.
Frequent teller drawer balancing and maintenance of assigned cash limits h.
Filing, sorting, scanning, and archiving of documents i.
Posting daily mail j.
Issuing and blocking debit/credit cards.
k.
Logging and posting daily Night Drop items l.
Collects required reporting information for CTR and SAR processing m.
Performs wire transfers n.
Opening and maintaining Certificate of Deposits.
o.
Actively cross selling credit union products and services p.
Keeps work area clean, well maintained, and secure at all times.
q.
Handles and completes all daily opening and nightly closing duties r.
Follows all Regulations, Policies and Procedures.
MARGINAL FUNCTIONS:
1.
Miscellaneous back office projects as needed and assigned.
2.
Assists in keeping lobby area clean, secure and well maintained.
3.
If a notary, may perform notary services for members, employees.
4.
Other miscellaneous duties as required.
KNOWLEDGE, SKILLS AND ABILITIES:
1.
High school diploma or equivalent required.
Additional training in financial services area, bookkeeping or accounting helpful but not required.
At least one-year prior similar customer service-type experience preferred.
Prior Credit Union experience may be preferred but not required.
Strong emphasis on demonstrated cash handling and public relations skills.
Professional business attire and presentation required.
2.
Applicants and incumbents for this position should be able to demonstrate their ability to complete varied member interactions within designated guidelines, such as:
- Conducting member interviews within regulatory guidelines.
- Assist the member in accurate completion of product applications.
- Perform basic analysis of member needs and make initial recommendations for possible options.
Provide basic financial services counseling.
3.
After hireor movement into this position, incumbent will complete all required E-training module coursework as outlined by credit union procedure and according to defined timeframes.
Continuous upgrading of skills, including suggested completion of other E-training modules, education on equivalent topics received through another medium may be accepted at management's discretion.
4.
Incumbent must have or be able to develop within 90 days, extensive knowledge of Credit Union products and services, operations, and procedures to function effectively.
5.
Good math skills and attention to detail required to ensure proper assistance for members, and accurate documentation of information.
Incumbent must maintain drawer balances and cash off ages at an acceptable level per off age/error procedure.
6.
Must have knowledge of, and comply with all laws, rules and regulations which apply to financial institutions, particularly credit unions, including the BSA and anti-terrorism laws.
7.
Excellent communication and public relation skills required, as well as the ability to effectively interview members and prospective members, analyze situations and data and direct member toward most appropriate product, service or area while maintaining the integrity of the Credit Union.
8.
Good organizational skills required, with the ability to gather and organize applicable data, and maintain it in a format understandable to others when needed.
Demonstrated good business writing skills, including appropriate use of grammar, sentence structure and business letter formats.
9.
Must have the ability to type and operate general office equipment and computer software including computer, laptops, printers, cash advance machine, coin machine, bill counters, fax machine, calculators and scanners.
Requires familiarity with and the ability to use Windows-based systems, Word, Excel, the Credit Union's internal operating software system.
Must be able to develop adequate skill level within 90 days on additional software programs used by the Credit Union.
PHYSICAL DEMANDS:
1.
Substantial repetitive movement of arms, wrists, hands and fingers, including picking up, pinching, keyboard use, telephone use.
2.
Requires movement through standard office environment such as occasional bending, stooping, frequent sitting, walking short distances.
3.
Must be able to communicate through the spoken and written word, expressing ideas or documenting others expression of ideas.
4.
May be required to attend meetings outside of regular work hours.
5.
Occasional outside travel may be required.
6.
Occasionally required to move records or stacks of papers from one point to another within the office area, requiring possible lifting of 0-10 pounds.
Classification:
Primarily sedentary work - position involves exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
Position involves sitting most of the time, interspersed with standing and walking.
Job Type:
Full-time Pay:
$31,200.
00 - $43,680.
00 per year
Benefits:
401(k) Employee assistance program Employee discount Flexible schedule Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Physical setting:
Office Schedule:
8 hour shift Monday to Friday Weekend availability Education:
High school or equivalent (Required)
Experience:
Cash Handling:
1 year (Required) Work Location:
In person Reports to the Operations Supervisor.
Frequent contact with all levels and types of credit union staff, members, potential members and the public.
Occasional contact with outside sources such as vendors, credit union partners and other financial institutions.
A high level of interpersonal skills is required to effectively represent Vocal Credit Union.
These skills will be used to cross sell appropriate products and services to current members and potential members.
Interactions with the members and potential members will occur frequently and continuous with rapid, short and repeated interactions.
May assist other employees, requiring maturity and the ability to successfully interact and coach others to perform in a respectful professional manner without actual supervisory authority.
Frequent exposure to sensitive and confidential information.
Requires a tactful and trustworthy individual to protect the credit unions interest, fellow employee interest and member confidentiality.
Performs all tasks while striving to maintain the highest ethical and confidentiality standards possible, including but not limited to:
internal and external support of credit union policies and procedures; complies with all laws and regulations, including the BSA and related laws; support and provision of the highest quality member services possible including accuracy and confidential handling of member information and transactions; avoidance of or disclosure of relationships that may give the appearance of inappropriateness or represent a possible or perceived conflict of interest or compromise the credit union's values.
Assumes responsibility for establishing and maintaining effective working relationships with credit union personnel and management.
Strives to promote a team atmosphere within the credit union.
Serves as a credit union advocate, representing Vocal Credit Union in a courteous and professional manner by conducting oneself appropriately at all times in manner, dress and actions to protect the credit unions professional reputation.
Performs all functions in the safest manner possible in accordance with credit union procedure, assuring the safety of other employees and members.
Works towards resolution of safety issues, injuries or potential problems or reports such to the most appropriate source for resolution.
Assists with and is responsible for general monitoring of security during the daily operations of the credit Union, including opening/closing of the building, monitoring those present in the building and their purpose, being aware of and able to implement security procedures.
Assumes responsibility for the effective, efficient, and accurate performance of member service including:
401(k) Employee assistance program Employee discount Flexible schedule Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Office 8 hour shift Monday to Friday Weekend availability High school or equivalent (Required) Cash Handling:
1 year (Required).
Estimated Salary: $20 to $28 per hour based on qualifications.
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