Job Title Member Service Representative

Reports To Member Service Supervisor

Corrections Federal Credit Union was founded in 1959 and serves nearly 3,000 members with a full range of loans (including mortgages), checking and savings accounts, credit cards, and online and mobile banking services. We have over $21 million in assets and operate one main office. Our membership is composed of California Department of Corrections & Rehabilitations Employees, other State Agency Employees, and their Families. For more information, visit our website at www.corfed.com or see our profile at www.ncua.gov (Charter No. 13254).

Job Summary

Responsible for providing a variety of paying and receiving functions for members in person, via phone, and through the mail including processing deposits, withdrawals, loan payments, cashiers’ checks, money orders, cash advances and Investment Accounts. Balances each day’s transactions and verifies cash totals. Performs a broad variety of member service functions such as opening and closing accounts, renewing certificates, and assisting members with any savings or checking problems. Answer member’s questions regarding what services the Credit Union provides and performs a variety of account maintenance duties. Actively cross-sell Credit Union services. Performs specific assigned side-jobs including various clerical and receptionist functions and assist other Member Service Representatives and Tellers with duties as required. Serves members promptly and professional.

Supervisory Responsibilities

None.

Essential Duties and Responsibilities

• The Member Service Representative is responsible for the efficient, effective, and accurate performance of teller functions. They will represent the Credit Union in a courteous and professional manner. This person will receive share deposits, loan payments as well as process cash advances, corporate checks, and money orders. They will disburse cash and/or check share withdrawals, process transfers, verify transactions, monitor deposit amounts, examine documents for endorsements and negotiability, balance daily transactions and verify cash totals. In addition, the MSR is responsible for drive up services, night drop, keeping work area clean, well-maintained, and secure, and perform related clerical duties as required.
• Member Service Representatives assume responsibility for the effective and professional performance of member service functions. They are to present and explain the Credit Union services and products to the members and assist in meeting their financial needs. The Member Service Representative is to keep the member informed of Credit Union services and policies, including types of available accounts, interest and dividends rates, payroll deduction options, and other related services. They are to actively cross-sell Credit Union products and services.
• The Member Service Representative is also responsible for opening and closing accounts, ordering checks for the member’s accounts, taking stop payments, performing file maintenance, updating account information, answering questions and solving problems for members by listening to problems, collecting data, securing answers, and reporting results to the inquiring party. They are to receive and direct members and telephone calls and respond to inquiries and questions if possible or record and relay message to the appropriate person.
• Member Service Representatives assume responsibility for establishing and maintaining effective coordination and working relationships with area personnel with management. They are to assist area personnel, keep their supervisor informed of area activities and of any significant problem or concerns. They are to complete required reports, record accurately and promptly and attend meetings as required.
• Provide member service to business members.
• Provide member service to our Unions.
• Build relationships with our Union Representatives.
• Performs other related duties as assigned.

Required Skills/Abilities

• Excellent internal/external member service skills
• Excellent verbal and written communication skills and the ability to problem solve
• Interpersonal Skills
• Professional image
• Working knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Ability to operate related computer application and business equipment including:
  • Copy machines, coin and currency counting machine, scanners, and telephones.

Reasoning Ability:

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

Mathematics Ability:

• Ability to use basic mathematics and have a solid understanding of financial concepts such as personal budgeting and cash management, checkbook balancing, debt management, loan amortization schedules.
• Understanding of basic financial trend analysis.

Language Ability:

• Ability to use passive vocabulary, to read at a moderate rate, defines unfamiliar words in dictionaries for meaning, spelling, and pronunciation.
• Ability to write complex sentences and letters, using proper punctuation, adjectives, and adverbs.
• Ability to communicate in complex sentences; using normal word order with present and past tense; using a good vocabulary.

Education and Experience

High school graduate or equivalent.

At least three years of experience in a full-service financial institution.

REQUIRED KNOWLEDGE:

• Thorough knowledge of Teller and Member Service Representative operations and procedures
• Good Understanding of Credit Union operations.

TALKING AND HEARING: Physical Requirements

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. 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: Regularly required using the wrists, hands, and/or fingers. Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. Movements frequently and regularly required using the wrists, hands, and/or fingers. Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

I acknowledge that I have received a copy of this job description and I am able to complete the essential functions described with or without reasonable accommodation. I understand that my signature on this job description does not create a contract of employment with Building Trades Credit Union nor does it waive Building Trades Credit Union’s status as an at-will employer. I understand being a member of this committee is voluntary and will not affect my present position.