Account Service Representative I - CBC Federal Credit Union

JOB TITLE: Account Service Representative I

DEPARTMENT: Service

REPORTS TO: Account Service Center Manager

JOB STATUS: Non-Exempt

PRIMARY PURPOSE: Assist the credit union with providing easy member experience that will result in member loyalty.

ESSENTIAL DUTIES:

• Practice CBC core values:
  • Make It Right-CBC pledges to do the right thing for our credit union by providing the greatest benefit possible to our members and our community
  • Make It Easy-CBC pledges to provide easy financial solutions, convenient locations, efficient service and simplified processes
  • Make It Personal-CBC pledges to nurture deep, personal relationships with members, based on their individual needs and preferences
• Identify the financial needs of each member and recommend a product or service that will improve the member's financial life.
• Promptly answer all incoming calls in a courteous and efficient manner
• Perform account servicing functions which includes:
  • Assist with account inquires such as account balances, transaction history and other inquires
  • Process member transaction requests
  • Reorder checks, place stop payments
  • Process bank wire requests
  • Account maintenance
• Educate and assist members with electronic services which includes:
  • Provide on-line banking resets and support
  • Provide bill payment setup, research, support
  • Mobile banking, mobile deposit setup and support
• Responsible for processing new membership requests received from on-line channel
• Responsible to complete requests for verification of deposit
• Perform other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES: The requirements listed below are representative of the knowledge, skills and ability required of an individual to satisfactorily perform the essential duties of this job.

• Knowledge of or ability to learn credit union's products and services as well as state and federal regulations that are applicable to the duties performed in this position
• Member (customer) service skills to include responding promptly to members needs in a timely, friendly and respectful manner. Follow-through on member commitments. Ability to manage difficult member situations and keep emotions under control.
• Interpersonal skills to include treating members/employees with respect. Focusing on solving conflict (not blaming) and keeping emotions under control.
• Basic computer and 10-key skills. Knowledge of or ability to learn email, basic word processing and Internet
• Reasoning ability to include applying common sense to understand, interpret and carry out instructions furnished in written or oral form. Ability to deal with problems involving a few concrete variables in standardized situations.
• Ability to communicate professionally and effectively. Speak clearly and persuasively in positive or negative situations; listens and gets clarification. Responds well to questions.
• Ability to write routine correspondence in a clear and informative manner. Ability to read and interpret documents and procedural manuals.
• Ability to follow instructions and respond to management direction. Must also be able to take responsibility for own actions.
• Ability to add, subtract, multiply an divide and to perform these mathematical operations using units of American money.
• Ability to demonstrate good quality work such as accuracy and thoroughness. Applies feedback to improve performance and monitors own work to ensure quality.
• Ability to meet productivity standards and strives to increase productivity. Works quickly and completes work in a timely manner.
• Ability to work on a consistent basis on scheduled days and at scheduled times.
• Knowledge of BSA/AML/OFAC regulations as they apply to this role. Must complete annual required training.

EDUCATION and/or EXPERIENCE: High school diploma or graduate equivalency diploma (GED). Experience in a customer service position, preferably in a financial institution, which included duties such as cash handling and provided face-to-face customer service.

SUPERVISORY RESPONSIBILITIES: This position will not have any supervisory responsibilities.

PHYSICAL REQUIREMENTS: The physical demands described below are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential duties.

This position is of sedentary physical activity performing non-strenuous daily activities of a clerical nature. To perform the duties of this job, constant sitting and working on a computer is required. Occasionally required to stand and walk. Repetitive use of both hands for keyboarding.

WORK ENVIRONMENT: Work area is well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation. The noise level is moderate.

WORK SCHEDULE: Workweek will be approximately 29½ hours or 40 hours with some overtime as needed. Occasional attendance at meetings before or after scheduled hours may be required. Management reserves the right to change any employee's work schedule to meet the operational needs of the Credit Union. Furthermore, management reserves the right to reassign any employee, either temporarily or permanently, to work at another credit union location.