Member Service Representative

Company: COPOCO Community Credit Union
Location: Bay City
Posted on: May 14, 2022

Job Description:

Job DescriptionGENERAL SUMMARYAssist in building and/or deepening valued financial relationships with professionalism, patience and a "people first" attitude, by actively recommending and cross-selling COPOCO Community Credit Union products and services that best meet members and potential members financial needs.PRIMARY FUNCTIONPerform all duties associated with opening, managing and/or closing, primary share types, special titled, and business accounts through member or potential member inquires; in person, by telephone, US Mail, email, and/or by text.MEMBER SERVICE SKILLS AND QUALIFICATIONSStrong skills in math, finance, keyboarding, and 10-key calculator. Proficient in Micro Soft Excel and Word software. The ability to learn software and effectively use approved internet websites.• Accountability: The ability to accept responsibility and account for his/her actions.• Accuracy: The ability to provide correct and precise results within credit union policy and procedure.• Adaptability: The ability to be willing to be coachable and teachable. The ability to adjust to a new or different environment.• Communication (Oral and Written): The ability to successfully participate in exchange of information, and or sharing ideas with others efficiently and effectively.• Detail Oriented: The ability to pay meticulous attention to all aspects of a situation or task, paying close attention to catch mistakes, errors or changes needed. • Ethical: The ability to be guided and make decisions by the mission statement and core values of COPOCO Community Credit Union.• Honesty/Integrity: The ability to act in a fair and just manner, free from deception.• Independent: The ability to work in an environment with little supervision.• Initiative: The ability to proactively begin, continue tasks and or to provide insight/proposal to improve task work flow efficiency.• Judgment: The ability to form sound opinions, make decisions, provide sensible conclusions by evaluating available information.• Member Oriented: The ability to provide positive member experience and resolution promptly in a polite, empathic, and professional voice and manner. • Organized: The ability to arrange in a systematic way. Excellent time management and prioritization skills.• Professional: Behaving in such a way that others view you as competent, reliable and respectful.ESSENTIAL FUNCTIONS• Answers all internal and external inquiries in a professional, timely and courteous manner; following established standards and guidelines with efficiency for an excellent member experience.REV 12 2021• Provides accurate information regarding savings and loan rates, fees, account balances and or account activity. • Provides efficient and professional service to all members in relation to all branch and E-Service functions.• Maintains up-to-date knowledge of all credit union products and services along with the benefits and features of each.• Utilizes member account information to ask pertinent questions to assess member's financial needs to actively cross-sell relevant products and services.• Complies with and maintains an up-to-date and comprehensive knowledge on all policies, procedures, rules and regulations including (but not limited to) the Truth-In-Savings Act.• Complies with and maintains an up-to-date and comprehensive knowledge of security requirements for all department equipment, and credit union property related to the member service department.• Reports malfunctions of credit union equipment in a ticket to the systems department.• Complies with and maintain an up-to-date and comprehensive knowledge on all related policies and procedures, rules and regulations (but not limited to) all dual-control functions; maintaining member traffic flow, and robbery procedures.• Maintains a safe work environment and reports any unsafe conditions immediately.• Understands and promotes the credit union's financial goals and strategic direction.• Actively seek out and attend educational courses, seminars, programs and workshops to increase job knowledge. • Contributes to team effort by performing other tasks that may be assigned by Supervisor or Management.• Actively fills internal dual control roles for department and credit union as assigned.• Appropriately refers escalated member service issues to the VP of Member Services, another supervisor or management member when necessary.• Volunteers for Community Events the credit union supports. For example, Bay County Relay for Life.• Records all volunteer hours (events where you represent COPOCO Community Credit Union), within payroll system under Community Involvement or Business Development.PHYSICAL DEMANDS:• Visual: Required to have ability to see and perform an activity such as preparing, analyzing data and figures; extensive reading on a computer monitor.• Hearing: Required to have ability to perceive the nature of sounds at normal speaking levels with or without corrections. Ability to receive detailed information through oral communication, either in person or over the phone.• Light work: Exerting up to 25 pounds of force frequently, and /or a negligible amount of force constantly to move objects. If the use arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work. • Body motions: Stand, walk, sit, lift, stoop, squat, twist, turn, kneel, crouch, bend, reach above shoulder,reach below knee push and pull. • Fingers and Hands: Grasping, picking, pinching, typing or otherwise working primarily with fingers. Applying pressure to an object with the fingers and palm. Making substantial repetitive movements (motions) of the wrists, hands, and or fingers.

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Keywords: COPOCO Community Credit Union, Flint , Member Service Representative, Sales , Bay City, Michigan