MSR

Description

ROLE

Under general supervision, but following established policies and procedures, provides a variety of service functions including opening new accounts, account inquires, and providing information for both members and employees. Responds to questions and/or provides information upon request from members. Processes member requests and transactions as appropriate in the credit union computer system. Assists members with their accounts and promote additional credit union products and services, while focusing on the member experience.

MAJOR DUTIES AND RESPONSIBLITIES

• Assists members with opening and closing accounts, answers questions about products and services and resolves problems that are within their authority to resolve. Refers problems that are beyond their authority to their supervisor, along with their recommendations.
• Identifies cross-sell opportunities and cross-sells services to members.
• Gathers member information and assures appropriate records are maintained.
• Acts as liaison between members and various organizations and departments.
• Performs a variety of miscellaneous tasks including typing, filing, computer input and answering the telephone.
• Performs other duties as assigned.

GENERAL EXPECTATIONS

Operations: Assists in the day-to-day operations of the member service area. Duties include but are not limited to:

• Follows and supports all compliance rules, regulations and policies at the state and federal levels, as well as all Credit Union policies and procedures.
• Adheres to safety and security programs designed to minimize loss relating to fraud and robbery.  Follows and contributes to effective Credit Union security by ensuring that negotiable, member information and computer systems are secure at all times.

Service: Accurately and effectively addresses service needs and/or issues. Duties include but are not limited to:

• Accurately and efficiently processing member transactions including deposits, withdrawals, transfers, loan payments, cash advances, and cashing checks.
• Appropriately addresses and resolves member requests/issues.  Escalates issues outside of authority level.
• Follows established quality control practices to ensure error-free work.  Reviews work for accuracy, completeness, and compliance to regulations.
• Educates members on use of Credit Union convenience products including online banking, mobile banking, ATMs, and telephone banking.

PERFORMANCE MEASUREMENTS

• To provide accurate, courteous, friendly, timely and professional service to all members and coworkers.
• To acknowledge and assist members waiting.
• To respond politely to all member and employee correspondence within one day.
• To answer the telephone courteously within two rings.
• To respond to all telephone messages within two hours.
• To process member transactions with zero errors.
• To maintain a professional work environment and businesslike appearance.
• Documentation accuracy.

Requirements

EDUCATION: A high school education or GED.

EXPERIENCE: Up to six months of similar or related experience.

SKILLS:
Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.

OTHER SKILLS, ABILITIES, AND PERSONAL CHARACTERISTICS:
Ten key calculator and computer keyboard skills. Accurate with numbers and names. Ability to communicate effectively.

COMPUTER SKILLS: Basic computer skills.

MATHEMATICAL SKILLS: Simple math and cash counting.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job.

While performing the duties of this job, the associate is frequently required to stand; walk; sit; use hands and fingers, handle or feel; reach with hands and arms, climb or balance, stoop, kneel, crouch, crawl; and talk or hear. The associate must occasionally lift and/or move up to 10 pounds.  Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an associate encounters while performing functions of this job.  The noise level in the work environment ranges from quiet, to moderately noisy, where automated equipment is in operation. It is a non-smoking environment.

DISCLAIMER

The above job requirements are representative of minimum levels of knowledge, skills, and abilities.  The marginal functions have not been included.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.