JOB DESCRIPTION
JOB TITLE: Member Service Representative (MSR) GRADE: 5
SUPERVISOR: MSR Supervisor STATUS: Non-Exempt
SUPERVISES: N/A
EFFECTIVE DATE: August 2007
GENERAL PURPOSE
Serve as the liaison between the member and the credit union. Responsible for providing account information, performing teller transactions in accordance with credit union policies and procedures, building rapport with members, and professionally responding to member inquiries.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Greet members in person and over the phone in a courteous and professional manner.
Anticipate and respond to members’ needs and provide quality member service. Process transactions in a timely and accurate manner or refer to the appropriate staff member.
Process deposits received in person and by mail. Verify deposits for accuracy, examine checks for endorsement and negotiability. Enter transactions into credit union records via CUBE System.
Process loan and Visa payments received in person and by mail. Enter payments into credit union records CUBE System with 100% accuracy.
Process requests for check cashing, cash or check withdrawals made in person, by phone or by mail. Obtain proper identification for completion of withdrawal. Enter withdrawal into credit union records via on-line computer terminal. Obtain and verify signature(s) as required and disburse cash or check with 100% accuracy.
Process member requests for transfers made in person, by phone or by mail. Obtain proper identification for completion of transfer. Enter transfer into credit union records via CUBE System.
Process Line of Credit and Visa cash advances based on available limit. If applicable, enter advances into credit union records via CUBE System.
Posts wire transactions and Western Union transactions to credit union records via CUBE System.
Process request for Travelers Cheques, Money Orders, Stamps, Dining Dollars, Credit Union checks and other miscellaneous items. Collect funds including any fees and enter transactions into credit union records via CUBE System.
Process requests for Corporate Travel and Expense related transactions. Verify for accuracy and authorization. Enter transactions into credit union records via CUBE System. Prepare transmittal sheets and send daily transactions to Corporation for reimbursement.
Balance cash drawer daily in a timely and accurate manner and in accordance with the Cash Over-Short Policy.
Opening/Closing of branch
Posting, verifying and sending wire transfers.
Examine checks in accordance with the Hold Policy.
Film checks for daily Federal Reserve deposit.
File proper records as appropriate.
Respond daily to member inquiries to provide forms, resolve problems or answer questions in a timely manner.
Provide complete and accurate general information concerning credit union services, policies and procedures in person and by phone.
Quotes NADA Blue Book information to members by phone and/or in person.
Assess member needs, and look for cues and opportunities to help members by recommending additional products, services, or referrals.
Follow up on member orders/requests to ensure member confidence in credit union’s efficiency.
Support promotions and strategies to meet credit union’s goals.
Embraces product knowledge and soft skills training necessary to anticipate member needs, to help them achieve their financial goals.
Works as a team player to ensure the best possible member interaction.
Participate in credit union business development and community relations activities.
Perform other duties as needed or requested.
KNOWLEDGE, SKILL AND ABILITY
Accuracy in the handling of cash and recording daily transactions. Mental alertness, professional appearance, punctuality and a cooperative attitude. Ability to tactfully question and actively listen to members and employees to determine specific needs and answer those needs. Communicate clearly and concisely in verbal and written form. Knowledge of and ability to apply effective member service and proper phone etiquette skills. Ability to perform basic mathematical calculations such as adding, subtracting, multiplying and dividing. Develop well rounded knowledge of all departments; know how and to whom to refer members, as needed.
EDUCATION OR FORMAL TRAINING
High school diploma or equivalent. or equivalent training/experience.
EXPERIENCE
Six months teller experience or cash handling equivalent preferred. Customer service background and previous experience with cash drawer balancing.
WORK ENVIRONMENT/PHYSICAL ACTIVITIES
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Physical Demands:
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 accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include Close vision and ability to adjust focus. While performing the duties, the employee is regularly required to use hands to finger, handle, or feel and talk and hear. The employee is frequently required to stand; walk and reach with hands and arms. The employee is occasionally required to sit and stoop, kneel or crouch. Physical ability to maintain continuous hours of standing and/or sitting.
