Member Service Representative

United States Senate Federal Credit Union is dedicated to improving the financial wellness of its members. The Member Service Representative plays a crucial role in assisting with daily operations at the retail branch, providing exceptional service to members, and promoting financial success through effective member engagement.

Responsibilities

• Represents the Credit Union in a courteous, engaging, professional manner and provides excellent member service to both external and internal members
• May be asked to assist at various branches should the need arise
• Must have the capability to work remotely from home
• Performs routine and complex member transactions
• Completes all transactions and processes accurately and efficiently
• Avoids exceptions and repeat errors
• Accurately balances cash and checks daily and assists with the daily balancing of the branch
• May assist with various branch tasks such as ordering currency, reconciling various monetary instruments, servicing ATM's, verifying cash, etc
• Able to apply common sense understanding to carry out detailed instructions and provide solutions
• Accurately tracks and records all required audit information on required logs such as the monetary instrument log, instant issue card log, etc
• Understands required regulatory processes such as CTR's and SAR's and how and when to utilize them
• Able to navigate through multiple computer applications and screens, while simultaneously engaging with members either in person or by phone or other channels such as email
• Performs file maintenance and processes changes on member accounts, to include but not limited to, address changes and name modifications
• Able to problem solve and find solutions
• Participates in training programs on opening new accounts (XA) and loan products and services (LPQ)
• Completes training and retains knowledge related to procedures for opening new memberships, accounts, and loans
• Understands and maintains knowledge of credit union services and products
• Also maintains a basic understanding of ancillary products such as GAP, Warranty Services, etc
• Works as part of the branch team in meeting and exceeding sales and service goals
• As a member advocate, actively listens to offer referrals for products and services based on the member's needs
• Accurately completes all related forms and procedures that may be required for referrals of products and services
• Understands and is able to convey to members the appropriate rules and regulations related to the member's products and services such as Member Privilege
• Works interactively and positively with other team members to promote unity, communication, and consistency of operations within the branch and the organization as a whole
• Actively participates to help the team meet and exceed branch and organizational goals
• Is results driven, possesses a high sense of urgency, and is self-motivated to succeed
• Able to multitask and practices good organizational skills
• Assists other departments as necessary and works closely with other departments in obtaining information for members or in ascertaining necessary corrections for errors
• Maintains confidentiality of all member interactions, transactions, and documentation
• Ensures that proper handling of documents occurs to include proper logging of documents for storage and/or destruction, filing, imaging, and shredding
• Actively engages and participates in training, coaching sessions, team meetings, group discussions and motivational/ promotional activities with the organization
• Ensures timely completion of all assigned training
• Strives to improve own personal performance
• Takes responsibility and ownership of actions and decisions
• Is dependable and adheres to assigned schedule
• Understands and complies with all applicable federal and state regulations to include but not limited to Bank Secrecy Act, Reg. CC, etc
• Understands and complies with USSFCU policies and procedures
• Performs other duties as assigned

Skills

• College degree or high school diploma
• 1+ years of relevant experience in financial or customer service cash handling environment
• Ability to successfully complete new account and loan training within 1 year of service
• Ability to cross-sell products and services; attention to detail
• Experienced with basic PC applications such as Word, Excel, and Outlook
• Knowledge of Credit Union policies and procedures with particular emphasis in teller and member service areas preferred
• Possesses excellent conversational, active listening and interpersonal skills needed to build member relationships
• Possesses excellent written communication skills
• Deals effectively with members and all levels of staff
• Bilingual in Spanish a plus

Company Overview