Member Service Representative II
About the position The Member Service Representative II (MSR II) plays a crucial role in providing exceptional financial services and support to members of the credit union. This position focuses on building relationships with members, identifying their banking needs, and promoting relevant financial solutions. The MSR II is responsible for conducting outbound calls, processing financial transactions, mentoring team members, and ensuring compliance with quality control standards. The role requires flexibility and the ability to proactively address member needs while promoting the credit union's objectives.
Responsibilities
- Identify and build a network of member contacts through qualified leads, referrals, and face-to-face interaction.
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- Conduct outbound calling as part of the Partners Sales and Service program to enhance member service and drive sales.
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- Process a wide range of financial transactions including deposits, withdrawals, transfers, payments, and check cashing.
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- Proactively identify changes in members' life events and banking needs to recommend relevant services and financial solutions.
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- Promote the credit union's objectives and cross-sell additional products and services to deepen member relationships.
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- Process consumer loans, ensure loan documentation quality, and mentor other team members in best practices.
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- Use expert-level product knowledge to educate members on financial responsibility and the benefits of credit union products.
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- Manage new memberships, open accounts, and handle service requests for various account types.
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- Ensure all membership documents meet quality control standards and assist with branch operations.
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- Perform notary services and medallion signature guarantees.
Requirements
- 3 to 5 years of relevant work experience in the financial industry or credit unions.
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- Two years' experience in teller cash handling and cash dispense machines.
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- Ability to use a personal computer and related software applications including Microsoft Outlook.
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- Experience using Episys, Springboard, and Verafin.
Nice-to-haves
- Experience in sales is preferred.
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- Previous supervisory experience is preferred.
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- Spanish language skills are preferred.
Benefits
- Medical benefits
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- Financial benefits
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- Bonus and/or long-term incentive units may be provided as part of the compensation package.
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