Sr. Member Service Representative - Headquarters Branch

BRANCH LOCATION

Headquarters Branch
One South Street
Baltimore, MD 21202

****INCLUDES SATURDAYS****

MECU CREDIT UNION

MECU is a not-for-profit financial institution committed to helping its members and community by offering high-quality financial products and services. With more than $1.2 billion in assets and located in historic downtown Baltimore, MD, this not-for-profit financial institution proudly serves more than 100,000 members.

POSITION SUMMARY:

With minimal supervision, acting as a liaison for the credit union to maintain member loyalty by efficiently meeting the needs or requests of the member. Provide accurate account information as requested by the member and provide information about the various credit union products and services to members and prospective members.

Opens new accounts, resolves issue and professionally handles members inquires' face to face. Proficiently provides a variety of transactional services for member’s accounts on deposit, loan and insurance products. Ability to recognize additional financial service needs of the member and able to promote and explain these services/products to the member.

Demonstrates exceptional member service skills and coaching to optimize performance of staff. Serves as a resource throughout the Branch network. Trains new Member Service Representatives and serves as a resource to Branch staff. Can oversee the general operation of the platform and makes exceptions and over-rides.

NECESSARY SKILLS:

Cross-Sell Products

Cross-sell products and services based on member needs, in accordance with the Credit Union's program standards.

Listening Skills

Tends to listens more than talk. Leaves others with the impression that their thoughts, opinions, feelings and needs are important. Helps others understand their feelings and their needs. This compares favorably with the behavior of individuals who talk more than they listen, leave others wondering whether perspective is important, and/or are not viewed as a potential ""sounding board"" that allows others to sort through and clarify their own feelings and needs.

Routine Account-Related Requests

Assist members with routine account-related requests such as: Funds transfers; Automatic funds transfers (AFTs); Stop payments; Inquiries about bank deposit products and service charges; Inquiries about ATM and Debit Card usage and limits; Inquiries about checking and savings accounts transactions; Inquiries about funds availability; Check verification requests by third parties.

Dependability

Makes and fulfills commitments. Has established a pattern of working independently, meeting reasonable deadlines, and accepting responsibility for his or her actions. Willingly makes promises and fully intends to keep them. Arrives at work on time and ready to contribute. Shows up for meetings well prepared. This contrasts with individuals who have proven to be unreliable when others have counted on them to show up on time, meet deadlines and expectations, or arrive prepared and ready to contribute. Meets expectations for attendance and punctuality.

Quality of Work

Has established a track record of producing work that is highly accurate, demonstrates attention to detail and reflects well on the organization. Is personally committed to high quality work and encourages others to have similar standards. This differs from those who cannot be relied upon to produce high quality work, pay little attention to detail, show little pride in a job well done and/or set a poor example for co-workers or direct reports.

Based on business needs and as determined appropriate by your supervisor or management, the duties described above may change from time to time.

EDUCATION:

• High School Diploma (general studies) – Required
• General Education Degree (GED) – In Lieu of H.S. Diploma

EXPERIENCE:

Mem