POSITION DESCRIPTION

POSITION TITLE: Member Service Representative (MSR)
DEPARTMENT: Operations
CLASSIFICATION: Non-Exempt

REPORTING RELATIONSHIPS

POSITION REPORTS TO: Lead MSR
POSITIONS SUPERVISED: None

POSITION PURPOSE

The Member Service Representative (MSR) is a primary service delivery employee focused on delivering solutions to potential and existing members in a positive and professional manner. The MSR will perform a wide range of transactional duties to serve the member by receiving or paying out funds with high accuracy. This role demands a high level of focus in three areas; attention to detail (doing it right the first time), technical expertise (transaction workflows / policy & procedures), and engaged and courteous service. 

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Deliver outstanding member service. From the moment of contact (phone, internet, or in person) MSR will be fully engaged with the member providing their undivided attention on delivering superior service.
• Greets and welcomes members to the Credit Union in a courteous, professional, positive and timely manner.
• Receives share deposits and loan payments (ensuring the payments match balances due on account and are accurate when posting to loan).
• Cash share drafts/checks and process cash withdrawals accurately upon verification of signatures, endorsements, and member balances.
• Verifies transactions. Monitors deposit and withdrawal amounts; examines documents for endorsement and negotiability.  Detects and resolves discrepancies promptly.
• Place holds on accounts for uncollected funds.
• Process transfers.
• Processes cash advances, MC credit card payments, cashier checks, money orders, savings bond redemption, wire transfers, stop payments.
• Post IRA contributions and withdrawals, open and close certificates of deposit.
• Open member accounts. (New accounts, shares, share draft, Christmas, Money markets etc.); ordering of member drafts/checks.
• Performs account changes and file maintenance as needed.
• Expected to maintain privacy of member’s accounts.
• Assist members by answering questions, solving their issue/problems by listening and collecting data.
• Helps member to resolve bookkeeping and checking account problems. 
• Balances Cash drawer and daily transactions at end of each shift.
• Investigates and resolves out-of-balance conditions.  Reporting any discrepancy to the Lead MSR.
• Maintain an up to date and comprehensive knowledge on all Credit Union products and services; as well as knowledge of all related policies, procedures, and regulations.
• Promote, explain, assist, issue and cross-sell other Credit Union services. (Electronic services in regards to online banking, bill pay, remote deposit, mobile; debit and credit cards, and money orders).
• Has a positive, respectful attitude with all staff and all management personnel.
• A team player.
• Performs any other duties as assigned.

PERFORMANCE MEASUREMENTS

1. Core System transaction competency. MSR’s will be proficient in all Core system transactions enabling them to provide solutions to all member transaction requests. This competency will be evaluated annually as part of the performance evaluation process. Executing the transaction correctly the first time will be the performance metric, along with over / short and voids.
2. Policy / Procedure Knowledge. MSR’s will understand and uphold all policy and procedures related to the business they conduct. This competency will be evaluated annually as part of the performance evaluation process.
3. Regulatory Compliance. MSR’s will understand all credit union compliance procedures. Specifically, BSA, Funds Availability Policy and Reg Z. Compliance is not limited to the above referenced areas.
4. Product / Service Knowledge. MSR’s will understand and promote all of the products and services offered by MC. This includes ongoing promotions, advertised specials, and community messaging. This competency will be evaluated annually as part of the performance evaluation process. Specifically:
   • Basic knowledge on investment products; Certificates of Deposit, IRA, Roth IRA, Coverdell IRA. MSR’s will be able to promote our competitive rates.
   • Basic knowledge on loan product offerings (Home Equity, 1^st Mortgage, Auto Loan, Student Loan, Credit Card, Personal Loan). The MSR must be capable of initiating the application process, providing information related to application questions and then execute a referral of the member to a loan officer. MSR’s will assist in making the member an appointment with the Loan Officer.
   • Basic knowledge of MC electronic product offerings for Online Banking, BillPay, Mobile Banking, Audio Banking, Text Banking and remote deposit. Specifically ability to enroll, unlock, reset, or de-enroll on a daily basis.
   • Basic knowledge of the new account process including follow up requirements to ensure member satisfaction. Specifically, Debit Cards, Checks, Electronic Services, or Loan products
5. Capitalize on opportunities to increase member utilization of products and services offered as a solution to their needs. The MSR will be evaluated on their level of engagement in this area annually as part of the performance evaluation process.
6. Know our Business. MSR’s will be capable of providing information concerning the credit union products and services, policies, general information; what is a credit union, eligibility for membership, how to apply for membership, type of accounts available, insurance coverage of shares, loan policies, interest rates charged on loans, how interest on loan payments are computed, how dividends on shares are computed, when dividends post, the location of the credit union and branches, office hours and telephone numbers and web address.
7. Computer Literacy. The MSR will be proficient in all online and core systems. Microsoft Word and Excel basics are a requirement of this position.
8. Communications Expectations. Daily the MSR will check and respond, in a timely manner, to all email as part of their daily assigned responsibilities. Email is the designated corporate communication tool and the expectation is that it is managed on a daily basis.
9. Confidentiality Expectations. All member information is protected on a need to know basis. MSR’s must address this requirement with full attention. Violations in this area are grounds for termination.
10. Functional Duties. MSR’s will on a daily basis open and close the computer terminal; account for assigned cash and transactions; balance to the terminal teller report; remit receipts to the Lead MSR/Supervisor.
11. Provide assistance with electronic services to members such as Online Banking, BillPay, Mobile Banking, Audio Banking, Text Banking; specifically, the ability to enroll, unlock, reset, or de-enroll on a daily basis. Refer to SME as required.
12. Integrity. Accurately report time worked into the employer identified timecard system per established deadlines. Attendance and punctuality at work is critical.
13. Specific duties relating to specialty tasks are to be executed at an SME level. Specifically, bond redemptions, office supplies management, ATM balancing, in-house report generation, CUNA Mutual report input and generation, e-statement, and share draft clearing.

QUALIFICATIONS

EDUCATION/CERTIFICATION: High School Diploma
REQUIRED KNOWLEDGE: Financial Services experience is preferred but not required
EXPERIENCE REQUIRED: Financial Services experience is preferred but not required
SKILLS/ABILITIES:

• Excellent written and verbal communication skills
• Excellent organizational and problem-solving abilities
• Dedicated work ethic with personal and professional integrity
• Ability to undertake and complete multiple tasks, meeting deadlines
• Strong desire to improve the lives and financial wellbeing of our diverse membership
• Commitment to the credit union philosophy
• Accurate cash handling
• General office equipment skills

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly or quickly.
AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.
AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
PHYSICAL STRENGTH: Sedentary work: sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions (a typical office environment)

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY:

• Ability to apply logical or scientific thinking to a wide range of intellectual and practical problems.
• Able to deal with very difficult concepts and complex variables.

MATHEMATICS ABILITY:

• Ability to create advanced Excel spreadsheets and presentations

LANGUAGE ABILITY:

• Ability to communicate effectively in English, both orally and in written form

BENEFITS:

• Comprehensive health, dental and vision benefits withing thirty days
• Employee Assistance Program
• STD/LTD/Life Insurance
• Profit Sharing/401K with company match
• Paid sick time, paid family sick time
• Paid holidays
• Paid vacation
• In-house training sessions

INTENT AND FUNCTION OF JOB DESCRIPTION
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by the Board of Directors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Please submit your resume to humanresources@mcfcu.org or apply below.