Member Services Representative

If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals dedicated to service, we invite you to apply online today.

This position offers a flexible hybrid work arrangement, allowing employees to balance in-office collaboration with the benefits of remote work. We provide the necessary tools and technology to ensure seamless productivity, whether you're working from home or the office.

SUMMARY:
A Member Services Representative is responsible for providing, via telephone contact, a wide variety of Credit Union services to members including transactions, disseminating information, problem resolution and applicable product/service suggestions.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provide phone service regarding savings accounts by:
  • Informing members of general information concerning savings accounts and credit union membership.
  • Initiating process to open new savings accounts for members and starting payroll deductions if requested.
  • Calculating dividends for members or explaining process and interpreting statements.
  • Processing savings withdrawals or transfers via PC or written voucher at member’s request.
  • Quoting and explaining savings activity to members.
  • File maintaining savings accounts as necessary.
  • Initiating process to stop payment on savings checks at member’s request.
  • Initiating and completing, if time allows, any research dealing with savings accounts.
  • Taking requests for savings statement copies and initiating charge for that service if applicable.
  • Helping with any miscellaneous request by member.

• Provide telephone service for checking accounts by:
  • Informing members of general information concerning checking accounts.
  • Initiating process to open new checking accounts with ATM/VCC, overdraft protection and payroll deductions if requested, including pulling credit reports, talking to supervisor for approval and typing new membership cards.
  • Calculating dividends or explaining process when requested.
  • Quoting and explaining checking account activity to members and assisting with general problem solving concerning checking activity and balancing of checkbook.
  • Transferring funds to and from checking account at member’s request.
  • File maintaining checking accounts as necessary.
  • Assisting members in ordering checks.
  • Assisting members in ordering replacement ATM/VCC cards and in reporting Lost and Stolen ATM/VCC cards.
  • Initiating process to order microfilm copies of checks.
  • Initiating and, if time permits, completing any research requests by member.
  • Helping with any miscellaneous request by member.

• Provide phone service regarding loans by:
  • Having the ability, through general understanding, to provide member with limited information regarding all types of loans including: annual percentage rate, repayment schedules, cost of credit life and disability insurance, and the loan process.
  • Processing Home Equity, Designer Loan, and Line of Credit advance requests and discussing payments, insurance, and payroll deductions.
  • Completing file maintenance as necessary.

• Provide phone service regarding Savings Certificates and IRA accounts by:
  • Having the ability, through general understanding, to provide members with limited information regarding types of accounts, rates, process to open accounts and account activity.

• Provide phone service regarding VISA by:
  • Processing transfer of VISA payment from member’s accounts.
  • Informing member of general information regarding VISA accounts.
  • Initiating process to send member VISA application and explaining review process.

• Provide phone support regarding Online Banking, Bill Pay, A2A and P2P by:
  • Giving member general information on process and features.
  • Aiding members in new Online Banking enrollment.
  • Troubleshooting enrollment, connection and processing issues.
  • Resetting passwords and unlocking accounts.
  • Escalating calls to the e Services Team when necessary.

• Provide phone support regarding ATM and Debit Cards by:
  • Verifying Debit Card transactions.
  • Ordering replacement card and PINS
  • Cancelling lost and stolen cards
  • Developing proficiency in the Client Central Workstation platform to:
    • Troubleshooting card and transaction issues.
    • Resetting PIN attempts.
    • Adding travel, general denial and internet transaction exceptions.
    • Resolving fraud cases in Case Tracker a